International Orders, Delivery and Returns

Effective date: 5 October 2026 · Version 1.0

North Shore Health Clinic supplies international orders through its fulfilment partners. Please read these conditions before purchasing.

Customs and import requirements

Customers must check the destination country’s import requirements for their selected products, including ingredient restrictions, quantity limits, prescriptions and permits. Customers are responsible for providing accurate delivery details and any documents required from them.

Unless expressly included at checkout, import duties, local taxes and customs clearance fees are payable by the recipient. Availability at checkout does not guarantee customs approval.

We remain responsible for accurate product descriptions, declarations and our own legal obligations.

Delivery and delays

Delivery times are estimates. International parcels may experience customs inspections, carrier delays or other disruptions. We cannot promise a particular arrival date or that a parcel will never be lost or damaged.

If an order is delayed, lost or damaged, contact us so we can investigate and provide any remedy required by applicable law.

Damage, missing items and non-delivery

Please report concerns promptly to info@northshorehealthclinic.com.au, ideally within seven days of delivery or discovering the problem. This requested timeframe does not limit your statutory rights.

Include your order number and, where available, photographs of the parcel, shipping label, packaging and affected products. Please retain damaged items and packaging while we assess the claim.

We may request reasonable supporting information and investigate with our fulfilment partner or carrier. Delivery scans, signatures and photographs will be considered alongside the circumstances of your claim.

Any carrier or insurance claim will be managed separately from remedies we are legally required to provide. Those remedies will not depend on an insurer approving or paying a claim.

Incorrect addresses, refused parcels and customs returns

If a delivery fails because of incorrect details supplied by the customer, refusal to pay disclosed import charges, or failure to provide required recipient documents, reasonable additional return or redelivery costs may be payable where permitted by law. We will explain any proposed charges before proceeding.

Customs detention, seizure or destruction will be assessed individually, taking account of the cause and applicable law.

Returns and refunds

We do not offer voluntary change-of-mind returns for international orders. Any mandatory cancellation, withdrawal or consumer-remedy rights remain available.

Please contact us before returning products so we can provide suitable instructions. Any legally required refund and responsibility for return costs will be determined under applicable law.

Your rights

Nothing in this policy excludes or restricts consumer rights that cannot lawfully be excluded, including applicable rights relating to faulty, damaged, incorrectly supplied or undelivered goods.