Effective Date: 6 September 2024
At Zenith Clinics Pty Ltd, we are committed to providing quality products and services in compliance with Australian Consumer Law (ACL). This policy outlines our approach to returns and refunds for video consultations, alternative medicine products that form part of a patient’s treatment plan, and non-alternative medicine products.
1. Video Consultations
1.1 Free Consultation Services
Our video consultations are provided free of charge and are intended to offer personalised medical advice to patients. As these services do not incur a fee, they are not eligible for refunds under Australian Consumer Law.
If there are any concerns regarding the consultation or the advice provided, patients are encouraged to contact us to discuss further options for follow-up consultations or clarification.
2. Alternative Medicine Products (as part of treatment plans)
2.1 Product Eligibility for Refunds
Zenith Clinics supplies alternative medicine products as part of patients’ treatment plans. These products are often prescribed based on individual health assessments. Under Australian Consumer Law, a patient is entitled to a refund, replacement, or repair of a product if it is found to be:
Faulty or defective: The product has a manufacturing defect or does not perform as it should.
Unsafe: The product poses an unacceptable risk to the patient’s health.
Not as described: The product does not match the description provided by Zenith Clinics.
Unfit for the purpose: The product does not serve the purpose for which it was prescribed as part of the treatment plan.
2.2 Change of Mind
Due to health and safety regulations, we do not offer refunds or exchanges for alternative medicine products if you simply change your mind. All requests for returns or refunds must meet the conditions outlined in section 2.1.
2.3 Request Process
If you believe a product qualifies for a refund or replacement under Australian Consumer Law, please contact us at refund@zenith.clinic within 30 days of receiving the product. You may be required to provide proof of purchase and evidence of the product issue (e.g., photos of defects).
2.4 Return Shipping Costs
Where a product is deemed faulty or not as described, Zenith Clinics will cover reasonable shipping costs for the return and replacement of the product.
3. Non-Alternative Medicine Products
3.1 Eligibility for Refunds
Non-alternative medicine products sold by Zenith Clinics are subject to Australian Consumer Law and may be eligible for a refund or exchange if the product:
Is faulty or defective
Does not match the description provided
Is unsafe or unfit for purpose
3.2 Change of Mind
We do not offer refunds for change of mind on non-alternative medicine products unless explicitly stated otherwise for a particular product category.
3.3 Request Process
If a non-alternative medicine product is faulty or does not meet the criteria specified in section 3.1, please notify us within 30 days of purchase, along with proof of purchase. Refunds or exchanges will be processed after the returned product has been inspected and the claim has been verified.
4. General Provisions
4.1 Australian Consumer Law Guarantees
Nothing in this policy excludes or limits your rights under Australian Consumer Law. The products and services we provide come with guarantees that cannot be excluded under the ACL. For major failures, you are entitled to a replacement or refund, and for minor issues, you are entitled to a repair or replacement.
4.2 Processing Time
Refunds, when applicable, will be processed within 14 business days of receiving the returned product or verifying the issue.
4.3 Refund Methods
Refunds will be issued using the original payment method, unless otherwise agreed.
4.4 Contact Information
For any queries or to initiate a return or refund, please contact our support team at info@zenith.clinic.
Zenith Clinics Pty Ltd is committed to ensuring that our patients receive quality care and products. Should you have any concerns, please don’t hesitate to reach out.