Effective Date: 12 May 2025
Last Updated: 12 May 2025
Overview
This policy explains how P4Health handles returns, refunds, and cancellations for test kits, physical devices, digital products, and subscription services. It is designed to comply with Australian Consumer Law.
Your Consumer Rights
Under Australian Consumer Law, you have certain rights that cannot be excluded. Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This Returns & Refunds Policy does not limit these statutory rights but provides additional clarity on our specific processes.
Test Kits
Opened Kits
Due to hygiene and regulatory reasons, test kits cannot be returned or refunded if:
- The outer packaging seal has been broken
- The collection materials have been used or damaged
- The kit has been contaminated in any way
This policy is in place to ensure the integrity and safety of all our testing materials
Unopened Kits
Unused, sealed kits may be returned within 14 days of delivery. To be eligible:
- Items must be in original condition and packaging
- All seals and security devices must be intact
- Proof of purchase must be provided
Return Process
- Email support@p4health.com.au with your order number and reason for return
- Await return authorisation and instructions
- Package the item securely to prevent damage during transit
- Return shipping costs are the customer's responsibility unless the item is faulty
- We recommend using a tracked shipping service as we cannot accept responsibility for items lost in transit
Refunds
Approved refunds will be issued within 10 business days via your original payment method. Please note:
- Original shipping costs are not refundable
- Processing fees of up to 2% may be deducted for certain payment methods
- Refunds may take 3-5 additional business days to appear in your account, depending on your financial institution
Physical Devices
Returns
Physical devices such as wearables, red light therapy devices, and other health technology products are eligible for return within 30 days if:
- The item is in original, unused condition
- All packaging, accessories, and documentation are included
- The product has not been registered, activated, or paired with personal accounts
Restocking Fees
A 15% restocking fee may apply to returned devices unless:
- The return is due to a manufacturing defect
- The item received was incorrect or damaged
- The return is being processed under Australian Consumer Law guarantees
Device Refunds
Device refunds are issued once the returned item has been inspected and approved. The refund timeline is as follows:
- Return received at our processing centre (1-3 business days)
- Quality inspection completed (1-2 business days)
- Refund processed to original payment method (1-3 business days)
- Financial institution processing time (3-5 business days)
Digital Products
Non-Refundable Items
The following digital products are non-refundable once accessed or delivered:
- Test result reports
- Dashboard access
- Downloadable guides or resources
- Digital subscriptions that have been activated
Technical Issues
If you experience a platform or delivery error that prevents proper access to digital content:
- Contact us within 48 hours of purchase or attempted access
- Provide specific details about the technical issue encountered
- Include screenshots or error messages if possible
We will work to resolve technical issues promptly or provide a refund if the issue cannot be resolved
Subscriptions
Cancellations
You may cancel a subscription at any time via your dashboard or by emailing support. Cancellations:
- Prevent future charges but do not generate automatic refunds
- Take effect at the end of your current billing period
- Allow continued access until the end of the paid period
For detailed cancellation instructions, please refer to our Subscription Terms
Refund Eligibility
- Monthly subscriptions are not refundable once a billing cycle has started
- Annual subscriptions may be eligible for a prorated refund within the first 30 days, less any fees or discounts used
- Bundled or discounted subscriptions may be subject to additional terms based on the promotional offer
Subscription Downgrades
When downgrading from a higher-tier subscription to a lower tier:
- The change will take effect at the next billing cycle
- No partial refunds are issued for the current billing period
- All benefits of the higher tier remain available until the downgrade takes effect
Faulty Products & Consumer Guarantees
Defective Items
If you receive a product that is defective or doesn't function as described:
- Contact us within 14 days of receiving the item
- Provide details of the issue and, if possible, photos or videos demonstrating the fault
- Do not attempt repairs or modifications as this may void warranty coverage
Major vs. Minor Failures
Under Australian Consumer Law:
Major failures (entitling you to a refund or replacement) include:
- The product is significantly different from its description
- The product is substantially unfit for its common purpose
- The product is unsafe
- The product has multiple minor problems that amount to a major problem
Minor failures (where we may repair rather than replace/refund) include:
- Small defects that don't affect functionality
- Issues that can be fixed easily and in a reasonable time
Proof of Purchase
Required for all returns. Acceptable documentation includes:
- P4Health email receipts
- Order confirmations
- Account order history
- Bank or credit card statements showing the purchase
Exclusions
The following situations are not eligible for returns or refunds:
- Products damaged due to misuse, accidents, or improper handling
- Items with removed or damaged serial numbers or security seals
- Products purchased through unauthorized resellers
- Test kits that have expired due to not being used within the timeframe specified
- Custom or personalized products (unless defective)
Processing Times
All approved refunds are processed within 10 business days of:
- Receiving and inspecting the returned item
- Confirming the legitimacy of a reported issue
- Approving a subscription refund request
Dispute Resolution
If you are not satisfied with how your refund request has been handled:
- Email support@p4health.com.au with "Refund Dispute" in the subject line
- Include your order number, previous communication, and desired outcome
- A senior team member will review your case within 5 business days
If we cannot resolve your concern, you may contact the Australian Competition and Consumer Commission (ACCC) or your state's consumer protection agency.
Contact Us
For return approvals, refund requests, or questions:Email:support@p4health.com.au
Support hours: 9am–5pm AEST, Monday to FridayResponse time: We aim to respond within 24 business hours
