Refund policy

At Inner Bloom Dispensary, we are committed to providing high-quality, custom-formulated naturopathic products designed to support health and well-being. Due to the personalised nature of our products, we have specific policies regarding returns, refunds, and exchanges. Please read the following guidelines carefully to understand our practices.

About our customers and patient payments

Our products are supplied to qualified practitioners, who order for their own use or prepare prescriptions and formulas for their patients. In some cases, a practitioner prepares a prescription for a patient and sends that patient a payment link, through which the patient pays directly (a "patient payment").

Where a patient has paid for a prescription their practitioner prepared, the patient's relationship is with their practitioner. For that reason, a patient with any return request, cancellation, or issue relating to their prescription, payment, or delivery should contact their practitioner in the first instance. The practitioner is the patient's point of contact, and will raise any matter with us where needed. References below to contacting "us" apply to practitioner orders; for patient payments, the patient should contact their practitioner.

Returns, Refunds, and Exchanges

Custom Product Policy: All products at Inner Bloom Dispensary are custom-made to order based on individual needs and specifications. As a result, and except as required by law (see "Your rights under the Australian Consumer Law" below) or as set out under "Damages and Issues", we are unable to accept returns, provide refunds, or offer exchanges for our products. This policy helps us maintain the highest standards of quality and ensures that each product is uniquely tailored.

Order Selection: We encourage careful selection of items and quantities before placing an order. Product information is provided to assist in making informed decisions. For more detailed information, please refer to the product guides available on each manufacturer's website.

Postage and Handling Costs: Once an order is processed and shipped, postage costs are non-refundable. We commit to these costs at the time of shipment, and they cannot be recovered once the item is in transit.

Pre-Processing Cancellations and Refunds: If an order needs to be cancelled, a refund may be possible if the product and associated postage have not yet been processed. For a practitioner order, please contact us immediately with the order details; for a patient payment, the patient should contact their practitioner immediately. We will make every effort to accommodate a request received before the order enters the production or shipping phase.

Damages and Issues

Packaging and Handling: We take great care to pack items securely to ensure they reach their destination in good condition. Should an item arrive defective, damaged, or not as ordered, please contact us immediately (for a patient payment, the patient should contact their practitioner, who will raise it with us). We will address the issue promptly.

Your rights under the Australian Consumer Law: Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law — including that goods are of acceptable quality and match their description. If a product is faulty or not as described, you are entitled to a remedy under that law, and the "no returns / no refunds" position above does not limit those rights. The limits described in "Australia Post Cover" below relate to loss or damage occurring in transit and do not limit our obligations for a product that is itself defective or not as ordered.

Australia Post Cover

Transit cover: All orders come with complimentary $100 cover against loss, theft, or damage in transit. This cover is provided and processed by Australia Post and is subject to their terms and conditions.

Extra cover for orders over $100 can be selected by the practitioner during checkout, in increments of $2 for each additional $100 of coverage. The practitioner is responsible for selecting an appropriate level of cover for an order, including for orders prepared for a patient.

Where extra cover has not been selected, our compensation for loss, theft, or damage in transit — being events outside our control once an order is with Australia Post — is limited to $100. This limit applies to transit events only and does not affect your rights in respect of a defective or incorrect product (see "Your rights under the Australian Consumer Law" above).

Liability for Damages and Delays in transit: Once an order leaves Inner Bloom Dispensary and is handed over to Australia Post, we are not liable for any damage or delay occurring during shipping, except to the extent required by applicable law. We will assist in filing a claim with Australia Post where necessary. For a patient payment, the practitioner — who selected the order's cover — is the point of contact for any transit claim, and will liaise with us as needed.

Policy Updates

This policy may be updated from time to time to reflect changes in our processes or regulatory requirements. We encourage you to review it periodically for any updates. By continuing to use our services, you agree to be bound by the latest version of this policy.