Shipping, Returns, and Cancellations Policy

At Nume, we prioritise your health and well-being, which is why we have established a comprehensive policy to guide you through the shipping, returns, and cancellation processes. Please refer to the guidelines below to understand our policies in detail.

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Definitions

• We/Us/Our: Refers to LYTHIA PTY LTD (ABN 37 665 181 242).
• You/Your: Is you, the customer, being any entity who has, or will, order products and services from Us.
• Content: Includes but is not limited to all text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, artwork, and computer code, etc., available on the website.

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1. Subscriptions

We offer the convenience of subscription-based purchases for our products and services. When you opt for a subscription, it implicates a recurring billing process wherein your payment will be charged at regular intervals. The billing cycle and other details will be clearly outlined during the checkout process. Note that all prices are inclusive of GST and applicable shipping costs.

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Subscription Cancellations

You have the flexibility to cancel your subscription at any point in time. There are two paths to initiate the cancellation:

1. Through your account on the Stripe platform, following the specified instructions
2. By reaching out to us via email at support@anume.com.au.

Following cancellation, you will not be billed for future orders related to that subscription.

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2. Shipping Policy

Processing Time

Following a successful consultation with one of our healthcare practitioners and confirmation of your payment, we begin the process of preparing your order for shipment. We aim to process and dispatch your medication as swiftly as possible; however, this process may take up to 3 business days to complete. This timeline ensures that we maintain the high standard of care and accuracy you expect from us.

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Delivery

Our commitment to your care extends to the delivery of your medications. We partner with reputable courier services to ensure that your medications are delivered to you safely. While we strive for efficiency, the delivery timeframe can extend up to 5 business days, depending on the courier's schedule and operational capacity. Upon dispatch, you will be provided with a tracking number, enabling you to monitor the progress of your delivery directly.

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Compounded Medications

For orders involving compounded medications, additional time is required due to the specific and personalised nature of these preparations. As such, the processing time for compounded medications can extend up to 10 business days. This allows our pharmacists to carefully prepare and verify each compound to meet your health needs.

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Current Delays on Compounded Medications

We are currently experiencing a higher volume of inquiries and orders for certain compounded medications. Due to this increased demand, processing times for these specific compounds may be longer, with potential delays extending the wait time to 7-10 business days. We appreciate your patience and understanding as we work diligently to prepare and deliver your medications with the utmost care and precision.

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Shipping Fees

‍Standard shipping fees apply to all orders. However, we offer free shipping on orders above $129. Express shipping options are available at an additional cost.

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Non-Dispatch

To ensure the safety and effectiveness of your treatment, we adhere to a strict non-dispatch policy for medication under specific conditions. If there has been no communication from you for more than a month, or if you have been unresponsive to our attempts to contact you, we will not dispatch any medication. This policy is crucial for ensuring that your treatment plan remains consistent with your current health status and medical needs.

We understand that circumstances can arise, but to avoid any interruptions in your medication supply, we strongly encourage our customers and patients to maintain open lines of communication with us throughout their treatment journey.

Please note that dispatches are closely aligned with your treatment duration. If dispatches are missed due to a lack of responsiveness for a month, be aware that these missed dispatches will not be compensated after the treatment duration ends. It is vital to keep in regular contact with us to ensure that your treatment plan proceeds without interruption and that you receive the full benefit of your program.

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3. Returns Policy

In compliance with regulations set forth by the Therapeutic Goods Administration (TGA), we are unable to accept returns on medications once they have been dispatched. This policy ensures the integrity and efficacy of the medications we provide, aligning with safety standards and regulatory requirements. Our commitment to adhering to these guidelines is paramount in maintaining the highest level of safety and quality in the treatments we offer.

You may be entitled to rights under the Australian Consumer Law, and we will comply with any obligations imposed on us in accordance with the Australian Consumer Law. If any of our terms and conditions are inconsistent with the Australian Consumer Law, the terms are severed from any contract entered with you to the extent of that inconsistency.

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Damages and Faulty Products

In the event that your product arrives damaged, or if you discover any faults with your item, we are committed to providing prompt and effective support. Please notify our support team immediately at support@anume.com.au. To facilitate a quick and thorough investigation, we request that you include photographic evidence of the damaged or faulty product when you reach out.

Furthermore, it's important to report any faults or damages to us within 24 hours of receiving your order. This time frame allows us to address and resolve your concerns as efficiently as possible. Our dedicated team will work diligently to determine the most suitable resolution for your situation, ensuring your satisfaction and trust in our services remain intact.

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4. Cancellations and Refunds Policy

Change of Mind and Circumstances

We understand that circumstances can change, leading to a change of mind or personal preferences regarding our services. However, it is important to note that our services, once purchased, are not eligible for refunds or returns based on change of mind, change of circumstances, or if the service does not align with personal preferences. This policy is in place to prevent imposing unfair terms on our business and to ensure compliance with the Australian Consumer Law (ACL). We provide clear and detailed information about our services to help customers make informed decisions before purchasing.

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Credit Note Issuance

In specific circumstances such as pregnancy or unforeseen significant life events, customers may be eligible for a credit note, subject to our discretion and provision of appropriate evidence. This approach allows us to accommodate our customers' needs while maintaining the integrity of our service offerings.

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Refusal of Service

We reserve the right to refuse service or cancel services for reasons including, but not limited to, disruptive behaviour, safety concerns, or if a customer has provided false or misleading medical information. This policy ensures the safety and well-being of our staff and customers, as well as the integrity of our service delivery.

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Medical Exemption and Partial Refunds

In instances where a medical exemption is provided by a General Practitioner (GP), indicating that continuation of the service is not recommended, a partial refund or credit note may be considered. This will require direct communication from the GP or their office. Such cases are assessed on an individual basis to ensure fairness, honesty and compliance with medical advice.

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Specific Cancellation and Refund Stages

Our cancellation and refund policies are designed to be fair and transparent, taking into account various stages of the treatment process. Please note, exceptions for change of mind, pregnancy, and other significant life events are considered under specific conditions as outlined in our policy.

• Before Consultation: Eligible for a refund, with the deduction of administrative charges, and payment processing fees, for cancellations made prior to the consultation. 
• Post-Consultation but Pre-Dispatch: If our healthcare practitioner determines the treatment is unsuitable, a refund is available minus a $149 consultation fee, administrative charges, and payment processing fees. 
• Post-Dispatch: Once medication has been dispatched, refunds will be processed after deducting the $149 consultation fee, medication costs, shipping costs, administrative fees and payment processing fees.
• Mid-Treatment Program: Considering the substantial investment in the development and administration of our treatment programs, we generally do not offer refunds for cancellations occurring mid-treatment. This policy reflects the significant resources and personalised care already provided to you. However, exceptions may be considered on a compassionate basis, such as in cases of pregnancy or other significant life events, subject to the provision of appropriate evidence and at our discretion. In such exceptional circumstances, any potential refund would be calculated taking into account the services already rendered, including the $149 consultation fee, administrative charges, medication costs, payment processing fees, and other applicable fees. We emphasise that refunds cannot be issued for medications already dispensed or for decisions based solely on a change of mind.
• Post-Treatment Program Completion: After the completion of a treatment program, refunds are not available as the full scope of the service has been provided.

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Refund Process

Refunds will be processed to the original payment method used at the time of purchase. Due to financial and security regulations, we are unable to redirect refunds to alternative cards or payment methods. This ensures a secure and trackable return of funds to our customers.

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Medication Refunds

In alignment with health regulatory standards and safety practices, we cannot offer refunds or accept returns for medications once they have been dispatched. This policy upholds the integrity and safety of pharmaceutical practices, ensuring that all medications distributed are secure and uncontaminated.

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Consultation Cancellation

To cancel a scheduled consultation without incurring fees, please inform us at least 48 hours in advance. Cancellations made with less than 48 hours' notice are subject to an $89 processing and administrative fee. This policy helps us manage our scheduling efficiently and serve all our clients effectively.

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5. Support, Feedback and Complaints

Our commitment is to make your experience seamless and enriching. For any inquiries, support needs, or feedback, our team is ready to assist.

Contact Support

• Email: support@anume.com.au
• Phone: (03) 9121 9061

We provide prompt, empathetic support tailored to your needs. Whether it's guidance, questions, or concerns, we're just an email or call away, ensuring you feel supported throughout your journey with us.