Refund policy

Refund Policy

Change of mind

Due to the nature of our products — herbal medicines, supplements and other ingestible or personal care goods — we are unable to offer refunds, returns or exchanges for change of mind. Once dispatched, these products cannot be restocked or resold for health and safety reasons. This applies to all products, including sale items. Gift cards are also non-refundable. Please choose carefully and contact us before ordering if you have any questions about a product.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This means you are entitled to a remedy if a product is faulty, unsafe, does not do what it is supposed to do, or is substantially different from its description. For a major failure, you may choose a refund or replacement. For a minor failure, we will provide a repair, replacement or refund at our election. Nothing in this policy limits or excludes these rights.

Damaged, defective or incorrect items

Please inspect your order on delivery. If an item arrives damaged or defective, or you receive the wrong item, contact us as soon as possible at info@gardenvaletcm.com.au with your order number and photos of the issue so we can make it right. Where a return is required for a valid claim, we will cover the cost of return shipping and provide instructions on where to send the item.

Making a claim

All claims must be lodged by email at info@gardenvaletcm.com.au before sending anything back. Items returned without prior contact will not be accepted. You will need your receipt or other proof of purchase. Returns, where required, are to be sent to: Gardenvale Traditional Chinese Medicine, 526 Hawthorn Road, Caulfield South VIC 3162

Refunds

Approved refunds are processed to your original payment method within 10 business days of us receiving and inspecting the item (or approving the claim, where no return is required). Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since approval, contact us at info@gardenvaletcm.com.au.