Shipping & Returns
Shipping
Thank you for visiting and shopping at Suntec Pharmaceuticals Pty Ltd. The following information sets out the terms and conditions that constitute our Shipping Policy.
1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within 5 business days. We will contact you for some reason if there are any delays.
3. Shipment Locations
3.1. Domestic and International
Suntec Pharmaceuticals Pty Ltd ships domestically as well as internationally, subject to location. If you have a question about domestic or international deliveries, please contact us.
3.2. Shipping Restrictions
Toll does not ship to PO Box addresses.
4. Shipment rates and delivery estimates
We endeavour to get your order to you as soon as possible. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact deliver time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
(b) Standard Shipping
All orders are sent via Toll and Australia Post.
Standard Shipping costs:
Australia
· Orders within Australia: Flat rate of AU$20.00.
· FREE shipping for orders over AU$70.00
Outside of Australia
· Please contact us for a quotation.
4.1. Please note:
(a) Business day means Monday to Friday, except holidays.
(b) Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
(c) Products may be delivered in separate shipments.
(d) When placing your order, we consider these factors when calculating the Estimated Delivery Date:
(i) Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
(ii) Weight factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.
(e) Due to unexpected circumstances, packages to and from our facility in Melbourne may be delayed. We appreciate your patience during this time.
(f) We will not be responsible for wrong shipping address if you provide incorrect information.
5. Tracking Options
· Suntec Pharmaceuticals Pty Ltd aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Suntec Pharmaceuticals Pty Ltd is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.
7. Damages
If there is any damage to the packaging on delivery, contact us immediately.
8. Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often that not, the package is either in the building or with a neighbour. Suntec Pharmaceuticals Pty Ltd politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us to report missing or lost packages. We will not be responsible for missing items or any damages if you choose Authority to Leave (ATL) option.
9. Questions
If you have any questions about the delivery and shipment of your order, please contact us.
Returns
This Refund Policy ("Policy") applies to the following purchases: purchases through www.suntecpharma.com.au.
1. General
1.1. We offer refunds, repairs and replacements in accordance with the terms set out in this Refund Policy ("Policy").
1.2. Before making a purchase, please read this Policy so that you can understand what you can expect from us if you are not satisfied with your order.
2. Cancellation and Change of Mind
2.1. In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:
a) You notify us within 30 days of receipt.
b) In the case of services, the services have not already been performed.
c) The following conditions are satisfied:
o Product has not been opened.
o Product has not been used.
o Product has not been damaged.
o Product must be returned with original receipt.
o You are willing to pay for the shipping cost.
3. Incorrect, Faulty, Damaged Products
3.1. In the event that the product you have received are incorrect, faulty or damaged:
a) Please contact us within 7 days from the day of delivery.
b) Any incorrect, faulty or damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the product
3.2. We will arrange to repair or collect the damaged, faulty or incorrect product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of delivery of the product.
4. Exceptions
4.1. Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
a) You misused the said product in a way which caused the problem.
b) You knew or were made aware of the problem(s) with the product or service before you purchased it.
c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
d) Any other exceptions apply under the Australian Consumer Law.
5. Shipping Costs for Returns
5.1. In the event that a product you have purchased are incorrect, faulty or damaged and are verified by us), we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
5.2. If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
5.3. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy, then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
5.4. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy, then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
5.5 In the event that you receive the products or services you have purchased, as stated, but that you simply change your mind, we do not reimburse the shipping cost if you change your mind and seek a refund or exchange.
6. Response Time
6.1. We aim to process any requests for repairs, replacements or refunds within 14 business days of receipt.
7. How to Return Products
7.1. You can contact us at the end of this Policy to discuss a return using the information.
7.2. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
7.3. To be eligible for a refund, repair or replacement, you must provide proof of purchase.
7.4. You may be required to provide a government issued identification to qualify for a refund, repair or replacement.
8. Contact Us
8.1. If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us.