At TRT Australia, we are committed to providing exceptional service and quality products to our clients. This Refund Policy outlines the circumstances under which refunds may be granted and the procedures for requesting a refund, in compliance with the Australian Consumer Law (ACL).

1. Subscription Services

1.1 Non-Refundable Fees

• Medical Consultations: Fees associated with medical consultations, including the doctor’s assessment fee and service fee totaling $200 AUD, are non-refundable once the service has been provided. According to Section 60 of the Australian Consumer Law (ACL), services rendered with due care and skill are considered provided as agreed, and businesses are entitled to charge for these services.
• Citation: ACL Section 60 – Services must be rendered with due care and skill. Australian Consumer Law
• Subscription Plans: Our 3, 6, or 12-month subscription plans are generally non-refundable once the subscription period has commenced. As per Section 36 of the ACL, consumers are bound by the terms and conditions they agree to at the time of purchase, provided these terms are fair and transparent.
• Citation: ACL Section 36 – Binding nature of terms and conditions. Australian Consumer Law

1.2 Cancellation Before Service Commencement

Clients may cancel their subscription and request a full refund prior to the commencement of any services or consultations. This aligns with the ACL’s provisions on honoring consumer rights before the supply of services (Section 85).

• Citation: ACL Section 85 – Right to cancel services before commencement. Australian Consumer Law

Example: If a client subscribes but cancels before their medication is dispatched (meaning no tracking number has been established at the time of the refund request), they are entitled to a full refund of their subscription fee. However, if a tracking number has been established (i.e., the date and time of the first scan for the medication tracking), indicating that items have been shipped and are en route before the refund request is submitted, then the client is no longer eligible for a refund of the subscription, as outlined below in Section 2.1 “Change of Mind”.

Professional Example 1:

• Scenario: A client purchases a 6-month subscription valued at $480 AUD with TRT Australia Pty Ltd. Within 30 days of a tracking number being generated for their medication, they decide to cancel their subscription.
• Outcome: The client is charged the non-refundable doctor’s assessment fee and service fee totaling $200 AUD. They are refunded the remaining $280 AUD of their subscription fee.
• Explanation: Since the cancellation occurred within 30 days of the tracking number being generated, and the medication has already been dispatched, the client is eligible for a partial refund, excluding the non-refundable fees.

Professional Example 2:

• Scenario: A client cancels their subscription within 30 days and reports receiving faulty or incorrect products. Alternatively, the medication is returned to sender or the delivery is refused.
• Outcome: The client is eligible for a refund of their subscription fee minus the $200 AUD non-refundable doctor’s assessment fee and service fee.
• Explanation: Even though the client experienced issues with the product or delivery, once medications have been dispatched, refunds are limited due to health and safety regulations outlined by the Therapeutic Goods Administration (TGA) and Pharmacy Board of Australia. Medications are generally non-refundable once dispatched.

1.2.1 Health and Safety Regulations

Due to strict health and safety regulations, pharmacies are generally prohibited from accepting returns of medications once they have been dispatched, except under specific circumstances. This ensures the integrity of the medication supply and protects public health.

1.2.2 Therapeutic Goods Administration (TGA) Guidelines

The TGA regulates medications in Australia to ensure their safety, efficacy, and quality.

• Key Points:
• Returning medications poses significant risks, including potential tampering, contamination, and improper storage.
• These risks could compromise the medication’s safety and are not acceptable under TGA regulations.
• Citation: Uniform Recall Procedure for Therapeutic Goods – TGA Recall Guidelines

1.2.3 Pharmacy Board of Australia Guidelines

Pharmacists are required to adhere to professional standards that prioritize patient safety.

• Key Points:
• Accepting returned medications for resale or reuse is against professional guidelines.
• Once medicines have been supplied to a consumer, they should not be resupplied to another consumer.
• Citation: Guidelines for Dispensing of Medicines – Pharmacy Board Guidelines

Professional Explanation:

• Rationale: Accepting returned medications could lead to serious health risks, including the distribution of compromised or unsafe products.
• Regulatory Compliance: Our policy aligns with the TGA and Pharmacy Board of Australia’s regulations to ensure we maintain the highest standards of patient safety and public health.

2. Medication Purchases

2.1 Change of Mind

• No Refunds for Change of Mind: Under the ACL, specifically Section 259(1)(a), businesses are not required to provide a refund if a consumer simply changes their mind after the goods have been supplied as described.

Example: If a client orders medication and later decides they no longer want it after dispatch, they are not entitled to a refund based on a change of mind.

2.1.1 Definition of “Change of Mind”

A Change of Mind refers to any situation where a customer no longer wishes to proceed with a service or product, despite the service being provided as agreed and without fault. This includes cases where the customer is unhappy with the service, expected different results, feels the service wasn’t worth the price, or had a personal change in circumstances such as financial difficulties or health improvements that negate the need for treatment. In all these instances, dissatisfaction or personal reasons without a breach of the service agreement are still considered a change of mind. Under the Australian Consumer Law (Section 259), refunds are not required for change of mind, and medications once dispatched are non-returnable under Therapeutic Goods Administration (TGA) guidelines due to health and safety regulations.

2.2 Refused or Returned Deliveries

• Refused Deliveries: If a medication delivery is refused by the client and returned to us, no refund will be issued for the medication cost. Section 265 of the ACL allows businesses to recover costs incurred when a consumer refuses goods without valid reasons under consumer guarantees.
• Return to Sender: Medications returned due to incorrect address provided by the client or refusal upon delivery are not eligible for a refund. The responsibility for providing accurate delivery details lies with the client.

Example: A client provides an incorrect address, resulting in a failed delivery. The client is not entitled to a refund due to their own error. If the error is on the shipping service then a refund of medication amount or redelivery will be provided. 

2.3 Faulty or Incorrect Products

• Entitlement to Remedy: If the medication supplied is faulty, damaged, or incorrect, clients are entitled to a refund, replacement, or repair as per the consumer guarantees outlined in Sections 54-59 of the ACL.
• Notification Period: Clients must notify us within 48 hours of receiving the medication to be eligible for a remedy. Prompt notification ensures we can address the issue efficiently.

Example: A client receives medication that is damaged during transit. They notify us within 48 hours and are entitled to a replacement or refund.

3. Consumer Guarantees

• Our goods and services come with guarantees that cannot be excluded under the ACL (Section 64). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage (Sections 259-260).
• For minor problems with a product or service, we may choose to provide a repair instead of a replacement or refund (Section 261).

Example: If a medication box is slightly damaged but the product is unaffected, we may offer a new packaging rather than a full refund.

4. How to Request a Refund

• Contact Us: Email our customer service team at [insert email] with your order details and the reason for your refund request.
• Assessment: We will assess your request in accordance with this policy and the ACL. Under Section 58, we are required to handle complaints promptly.
• Resolution: You will be notified of the outcome within 10 business days, ensuring compliance with the ACL’s emphasis on timely resolution of consumer issues.

5. Exclusions and Limitations

• Prescription Medications: Due to legal and safety regulations, we cannot accept returns or offer refunds on prescription medications once they have been dispatched, except as required by law. This is in line with Therapeutic Goods Administration (TGA) guidelines, which prioritize public health and safety.
• Health and Safety Regulations: Returning medications poses risks, including potential tampering and contamination, contravening Section 7 of the TGA Act.

Example: Even if unopened, returned medications cannot be resold or reused, hence refunds are not provided for returns without valid defects.

• Force Majeure: We are not liable for delays or failures in delivery caused by circumstances beyond our control, such as natural disasters or transport disruptions.

6. Your Responsibilities

• Accurate Information: Ensure that all personal and delivery information provided is accurate to avoid delivery issues. Under Section 137A of the ACL, providing false or misleading information can affect your consumer rights.
• Understanding of Treatment: Consult with our medical professionals to fully understand your treatment plan before purchasing. Lack of understanding does not constitute grounds for a refund under the ACL.

Example: Deciding against treatment after dispatch due to a misunderstanding does not entitle the client to a refund.

7. Changes to This Policy

• We reserve the right to amend this Refund Policy at any time, with changes becoming effective immediately upon posting on our website. Any amendments to the policy will apply retroactively to all purchases, including those made prior to the date of the policy change, unless otherwise stated. Clients will be notified of any significant changes in accordance with Section 66 of the Australian Consumer Law (ACL), ensuring transparency in business communications. By submitting blood work via our blood work form and clicking ‘Submit’ to Question 20: ‘I agree to TRT Australia’s Terms & Conditions,’ clients confirm their acceptance of this Refund Policy and any future amendments. By continuing to use our services after any policy updates, clients agree to be bound by the revised terms.