Refund / Return Policy

Supplements

• Full refunds are available for supplements that are returned within 7 days of purchase.
• To be eligible for a change-of-mind return, the item must be unopened, unused and in its original packaging, with the receipt or proof of purchase.
• If an item arrives damaged, faulty or isn’t what you ordered, please contact us as soon as possible so we can make it right. Your rights under the Australian Consumer Law (set out below) apply.

Machine Sales

Change of mind

We don’t offer refunds or exchanges if you change your mind, pick the wrong model, or no longer need your machine. If you’re unsure whether a machine is right for you, please talk to us before you buy.

If your machine arrives damaged or develops a fault

• Please check your machine when it arrives, and tell us within 48 hours if it’s damaged or isn’t what you ordered, so we can claim with the courier.
• If a fault shows up later, email info@lemongrasshealth.online as soon as you notice it. Include your order number or proof of purchase, a short description of the problem, and photos or a video if you can.
• Many problems turn out to be settings or setup, so we may first help you troubleshoot over email or phone.
• If the machine needs to come back, we’ll organise it and pay the reasonable cost of return postage. Please contact us before sending anything so we can arrange it.
• We’ll inspect the machine. For a minor problem, we’ll repair it, replace it or refund you, whichever we think fits. For a major failure, you can choose a replacement or a refund.
• Refunds go back to your original payment method.

What isn’t covered

The consumer guarantees (see below) don’t apply where the problem is caused by:

• misuse, an accident, or not following the instructions
• repairs or changes made by anyone other than us or someone we’ve approved
• a fault we told you about before you bought the machine.

If we inspect a returned machine and find no fault, or the problem comes from one of the causes above, we’ll let you know before we send it back, and you’ll need to pay the postage for the return trip.

Packaging

Where possible, please keep the original box and packing so the machine can travel back to us safely.

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.

Nothing in this policy limits those rights.

Cancelling or Moving a Session

• Booking a session is free and you pay on the day, so there is nothing to refund if you cancel.
• If you need to cancel or move a booking, please give at least 24 hours' notice so someone else can have the time.

Refund Process

• To request a change-of-mind refund for supplements, please contact us at info@lemongrasshealth.online within 7 days of purchase. For damaged or faulty items, contact us as soon as you notice the problem.
• If your return is accepted, we’ll send you instructions on how and where to send your package. Please contact us before sending anything back so we can arrange it.
• We will notify you once we’ve received and inspected your return. Approved refunds are made to your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
  If more than 15 business days have passed since we’ve approved your return, please contact us at info@lemongrasshealth.online.

Contact Us

If you have any questions or need assistance with refunds or cancellations, feel free to reach out to us at info@lemongrasshealth.online

We aim to support your wellness journey effectively and appreciate your trust in our wellness practice. Thank you for choosing us for your health and well-being needs.