Returns and Refunds Policy

About this policy

This policy explains how Fertility2Family handles returns, refunds, replacements and product concerns for online purchases in Australia.

Our returns position

Fertility2Family does not accept returns or refunds for change of mind.

We will assess and provide a remedy where a product is faulty, damaged, incorrect, missing, unsafe, not as described, or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Please contact us before returning anything. This helps us assess the issue correctly and confirm whether photos, packaging details or the item itself are needed.

Change-of-mind returns

We do not accept change-of-mind returns or refunds.

This includes cases where you ordered the wrong product, no longer need the product, found a cheaper price elsewhere, changed your mind after dispatch, purchased more than you needed, or received a test result you did not expect when the product has worked as intended.

Opened, used, unsealed, partly used or tampered products are not accepted for change of mind. This does not apply where the product fails to meet a consumer guarantee under Australian Consumer Law.

If you need to change or cancel an order, contact us as soon as possible. We may be able to help before the order is packed or lodged with Australia Post. Once an order has been packed, dispatched or lodged for delivery, a change or cancellation may no longer be possible.

Faulty, damaged, incorrect or missing products

If your item arrives damaged, is incorrect, is missing from your order, appears faulty, is unsafe, does not match its description, or does not meet a consumer guarantee, contact Fertility2Family as soon as possible.

We will assess the issue and provide a remedy in line with Australian Consumer Law. Depending on the issue, this may include a replacement, refund, or another remedy required by law.

Where Australian Consumer Law gives you the right to choose the remedy, Fertility2Family will honour that right. Where Fertility2Family is allowed to choose the remedy, we will provide an appropriate remedy based on the issue.

A test result that is invalid, unclear, faint or unexpected is not always caused by a faulty product. Invalid or unclear results can happen if a test is dipped past the MAX line, exposed to too much or too little urine, read outside the stated time window, expired, stored incorrectly, or not used exactly as directed. We will review the details you provide before confirming the next step.

Return timeframe

Change-of-mind returns are not accepted.

For damaged, incorrect or missing items, contact us within 7 days of delivery where possible. This helps us review packaging, parcel details and delivery information while the issue is fresh.

For suspected faulty products or consumer-guarantee concerns, contact us within a reasonable time after you notice the issue.

These timeframes help us assess your request efficiently. They do not remove or limit any rights you may have under Australian Consumer Law.

What to send with your request

Please email our support team with your order number, the email address used at checkout, a short description of the issue, and clear photos where relevant.

For damaged items, include photos of the outer parcel, inner packaging and damaged item.

For incorrect items, include a photo of the item received and a note naming the product you expected to receive.

For missing items, include a photo of everything received and the outer parcel.

For suspected faulty test products, include photos of the test, packaging, expiry date if visible, batch or lot details if visible, and a short explanation of how the product was used.

Please keep the product and any packaging you still have until we have reviewed your request. We may need further information before confirming the outcome.

Return method

Do not return any product without contacting Fertility2Family first.

If we need the item returned for assessment, we will provide return instructions by email. Returned items must be packed safely and sent using the return method we confirm.

In many cases, photos and order details may be enough for us to assess the issue, especially for damaged, incorrect, missing or personal-use testing products.

Return postage and fees

There is no restocking fee for approved faulty, damaged, incorrect or consumer-guarantee returns.

If we confirm that a product needs to be returned because of a faulty, damaged, incorrect or consumer-guarantee issue, Fertility2Family will cover reasonable standard return postage where Australian Consumer Law requires us to do so.

If you have already paid reasonable return postage for a product that is confirmed to have a problem, keep your postage receipt so we can reimburse the reasonable return cost where required by Australian Consumer Law.

Because we do not accept change-of-mind returns, return postage is not available for change-of-mind requests.

Sending a product back without contacting us first can delay assessment and may not be processed until we can match the item to your order and understand the issue.

Refunds

Approved refunds are processed to the original payment method where possible.

Fertility2Family processes approved refunds within 5 business days after approval. Your bank, card provider, PayPal, Afterpay, Zip Pay or other payment provider may take additional time to show the refund in your account.

If only part of an order is affected, the refund or replacement will usually apply only to the affected item unless Australian Consumer Law requires a different remedy.

Where a refund is required because of a confirmed consumer-guarantee issue, any applicable original delivery charge will be handled in line with Australian Consumer Law.

Replacements

If a replacement is the appropriate remedy, we will confirm the replacement product and delivery details with you before dispatch.

Replacement timeframes depend on product availability, delivery location and Australia Post delivery conditions.

Sale, discounted or promotional items

Sale, discounted and promotional items are covered by the same Australian Consumer Law rights as other products.

We do not accept change-of-mind returns for sale, discounted or promotional items. If an item is faulty, damaged, incorrect, unsafe, not as described, or does not meet a consumer guarantee, we will assess the issue and provide a remedy in line with Australian Consumer Law.

Proof of purchase

We may ask for proof of purchase before providing a remedy.

Your Fertility2Family order number, order confirmation email, tax invoice, receipt, payment record or other accepted proof of purchase may be used to help confirm the purchase.