Refund policy

Returns & Refund Policy

Due to the regulated nature of the products supplied by PHYX, including Schedule 4 (S4) prescription-only medications and practitioner-approved supplements, strict limitations apply to returns and refunds.

No Change of Mind Returns

PHYX does not accept returns or provide refunds for change of mind, incorrect selection, or personal preference.

This includes, but is not limited to:

• Deciding not to proceed with treatment after purchase
• Incorrect assumptions about suitability or outcomes
• Delays in collecting or refrigerating medication

Once dispensed or dispatched, prescription medications cannot be returned for safety, quality, and regulatory reasons.

Damaged, Faulty, or Incorrect Goods

PHYX complies fully with Australian Consumer Law. Our goods come with guarantees that cannot be excluded.

If a product is received damaged, faulty, or incorrect:

• You must notify PHYX in writing within 48 hours of delivery
• Clear photographic evidence of the issue must be provided
• All original packaging must be retained

Failure to notify PHYX within this timeframe may result in the goods being deemed accepted and in satisfactory condition.

Where a claim is validated, PHYX will, at its discretion and in accordance with Australian Consumer Law:

• Arrange a replacement, or
• Provide a refund where a replacement is not reasonably possible

If required, PHYX will organise the return of the damaged or incorrect product. Returned items must not be disposed of unless instructed.

Delivery, Risk & Courier Issues

Once an order has been dispatched from the compounding pharmacy or warehouse, responsibility and risk transfer to the patient.

PHYX ensures all goods are securely packed prior to dispatch. While parcels are in transit, responsibility rests with the courier company.

PHYX does not issue refunds or replacements for:

• Courier delays
• Parcels lost or stolen after dispatch
• Failed deliveries due to incorrect addresses or non-collection

Patients must contact the courier directly to lodge claims for lost or damaged parcels. PHYX will provide supporting documentation if required.

Temperature Sensitivity & Stability

Some compounded medications, including peptides, are temperature-sensitive.

• Medications are stable for up to 72 hours in transit
• If a parcel is not collected and refrigerated within this timeframe, PHYX cannot guarantee product stability

Refunds or replacements will not be provided where product compromise results from delayed collection or improper storage after delivery.

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law.

In the event of a major failure, you may be entitled to a replacement or refund. For minor failures, PHYX may offer a repair or replacement where appropriate.

Limitation of Liability

To the maximum extent permitted by law, PHYX is not liable for indirect, incidental, or consequential loss arising from the use of our services or products.

All services and products are provided on an “as is” and “as available” basis, except where otherwise required by law.

Contact Us

For return or refund enquiries, please contact our patient care team within the required timeframe:

Phone: 1300 007 499
Email or Online Chat: via our website

Timeframes and processes outlined in this policy are indicative only and subject to regulatory and clinical requirements.

No Guarantee of Clinical Outcomes

PHYX does not guarantee or warrant any specific clinical outcome, therapeutic response, or result from the use of prescription medications, compounded products, or supplements.

Individual responses to medical treatment vary. The effectiveness, tolerability, or perceived benefit of any medication cannot be guaranteed.

A lack of desired outcome, perceived effectiveness, or patient satisfaction does not constitute a defect, fault, or failure under Australian Consumer Law.

Refunds, replacements, or returns will not be provided on the basis that a patient’s expected or desired medical outcome was not achieved.

All prescribing decisions are made by a qualified medical practitioner in the exercise of independent clinical judgement.