At redstonerx-au.com we stand behind every order. This page explains what our guarantee covers, what it doesn't, how to make a claim, and how refunds are processed — including your rights under Australian Consumer Law.
What Our Guarantee Covers
✅ Order not received
If your order hasn't arrived within the maximum timeframe and tracking confirms non-delivery, we arrange a free reshipment. If the second shipment also fails, we issue a full refund.
✅ Package damaged on arrival
If your package arrives visibly damaged and the contents are affected — broken tablets, opened blisters, product in poor condition — we send a free reshipment. A photo of the damage is required.
✅ Wrong product sent
If you received the wrong medication, the wrong dose or the wrong quantity, we send the correct product at no charge. Please send a photo of what arrived along with your order number.
✅ Seized by Australian Border Force / customs
If your package is intercepted or held by the Australian Border Force (ABF) or customs and does not reach you, we arrange a free reshipment on receipt of documentation. If the reshipment is also seized: full refund.
What Is Not Covered
- Delays within the normal range: delivery timelines are estimates. A delay of 1–7 business days beyond the usual window is not grounds for a refund while the package is still in transit and tracking shows activity
- Incorrect delivery address: if the package was undeliverable because the address you provided was wrong or incomplete, reshipment costs are the customer's responsibility. Always double-check your address before confirming your order
- Uncollected packages: if you received a missed-delivery card and the package was returned to sender because it wasn't collected within the required period, reshipment fees may apply
- Import duties and customs fees: any duties, taxes or fees imposed by Australian Border Force are the customer's responsibility. These are not refundable by redstonerx-au.com
- Clinical dissatisfaction or lack of effect: medications may not produce the expected result in all individuals due to personal physiological differences. Absence of therapeutic effect is not grounds for a refund — our products are pharmaceutically correct and bioequivalent to the originals
- Opened or used products: medications that have been opened or used cannot be returned or refunded for health and safety reasons
- Change of mind: once an order has been dispatched, we cannot accept returns based on a change of decision
Australian Consumer Law (ACL): Our guarantee operates alongside your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). The ACL provides statutory consumer guarantees that cannot be excluded, including that goods must be of acceptable quality, match their description and be fit for their disclosed purpose. Nothing in this Refund Policy limits any right you may have under the ACL that cannot lawfully be excluded.
Claim Deadlines — When to Contact Us
| Destination | Usual timeframe | Contact us after |
|---|---|---|
| Metro — Sydney, Melbourne, Brisbane, Perth, Adelaide | 7–14 business days | 21 business days from dispatch |
| Regional — TAS, ACT, regional states | 10–18 business days | 25 business days from dispatch |
| Remote — NT, Outback, island communities | 14–21 business days | 30 business days from dispatch |
The deadline starts from the dispatch date — the date you received your tracking number by email — not the order or payment date.
How to Submit a Claim — Step by Step
Contact us within the deadline
Go to our contact page and send a message with: your order number, a description of the problem, and — where applicable — photos of the damaged package or product, or any ABF / customs documentation you have received.
Case review (1–3 business days)
Our team investigates the shipment status with the carrier using your tracking number. For damaged or incorrect products, we review the photos you've provided. For ABF/customs cases, we review any documentation received.
Resolution — Free reshipment (first option)
Once the issue is confirmed, we dispatch a free reshipment within 1–2 business days. You'll receive a new tracking number by email.
Full refund (if reshipment also fails)
If the reshipment also doesn't arrive, we issue a full refund of the amount paid, processed to your original payment method within 5–10 business days.
Refund Timelines by Payment Method
| Payment method | Processing time | Refund method |
|---|---|---|
| Credit / debit card (Visa, Mastercard, Amex) | 5–10 business days | Back to the original card |
| Bank transfer / direct deposit | 3–5 business days | To the same bank account |
| Cryptocurrency | 5–10 business days | AUD equivalent by bank transfer or store credit — not in cryptocurrency (due to volatility) |
Refunds are always processed to the same payment method used in the original order where possible. We do not issue cash refunds. After we process the refund, allow your bank or card provider additional time to post it to your account.
Questions About Your Order or Refund?
If you have any questions about this policy or want to start a claim, contact us through the contact page. We respond to all messages within 2 business days.
For more information on delivery timelines and what to expect, see our Delivery Conditions page. For general questions, visit our FAQ.
If you believe your consumer rights under Australian Consumer Law have not been met, you may also contact the Australian Competition and Consumer Commission (ACCC) or your state/territory fair trading office.
