Returns, Refund & Exchange Policy

Change of mind

We value our customers at Grace Biogen Pty Ltd however, in the event that a customer changes their mind on a product purchased through the online store we do not accept credit requests or exchanges. We do however, offer help and support in assisting each customer in choosing carefully, the best suited product.

Consumer Guarantees

Grace Biogen’s change of mind returns policy is in line with statutory rights under the Competition and Consumer Act and similar laws. If a product is faulty, not doing what it is supposed to do or is significantly different from its description/sample, then you may be eligible for a refund or exchange.

How to return your product

If you purchased your product through Grace Biogen’s online store

Contact Grace Biogen Pty Ltd directly, either through the contact us page on the website or orders@gracebiogen.com.au. Please note that the proof of purchase will be required (usually a receipt). Should the product be faulty, a credit or refund will be provided subject to testing and validation of the claim.
Please contact Grace Biogen Pty Ltd within 30 days of the purchase date for or within a reasonable time for ‘Consumer Guarantee’ returns.
If your product is authorised for return and further evaluation by us, we will email you a “Postage Paid” parcel label and instructions.

How to return your product

For ‘consumer guarantee’ returns, the original shipping fee will be refunded for refund requests only. Exchanges will be posted free of charge. If the requirements in this policy are not strictly complied with (for example, a product is returned because you believe and have indicated that it is faulty and we later determine it is not faulty, or a product returned for change of mind is not resalable when we receive it) we will be unable to return the product to you, or provide you with a refund or exchange relating to the returned product.

Credit Cards

If you purchased your products using a credit or debit card, and you are eligible for a refund, any applicable monies will be processed to the card used to purchase the product.
We’re always here to listen…
If you have any queries about the process, or require further assistance, please email our Customer Service Centre anytime on orders@gracebiogen.com.au or call 1800 OZIFAM (694 326) between 9.00am and 5:00pm (EST) Monday to Friday.