Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unopened, unused, and in its original packaging. You’ll also need the receipt or proof of purchase or provide us with your order number.

To start a return, contact us at support@atherocare.com.

If your return is accepted, we’ll send you a return shipping address along with instructions on how to send your package.

Items sent back to us without first requesting a return will not be accepted.


Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We’ll evaluate the issue and do our best to make it right.


Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (e.g. food, flowers, or plants)

  • Custom products (e.g. special orders or personalized items)

  • Personal care goods (e.g. beauty or hygiene products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.

If you have questions about your specific item, please contact us.


Chargebacks and Disputes

If you have opened a chargeback or dispute through your bank or PayPal, you are no longer eligible to request a refund directly through us. Once a chargeback has been initiated, the matter must be resolved by the financial institution or payment platform involved. However, if you choose to cancel the chargeback or dispute, we can then resume our usual refund and return processes.

Please be aware that chargeback investigations can take up to 30 days for Australian cases or up to 4 months for international cases to be completed. Additionally, if your chargeback is unsuccessful, in most cases your bank may charge you an additional non-refundable dispute fee (commonly around $25).

If a chargeback is initiated after an order has been delivered and the product has not been returned to us, we reserve the right to recover the outstanding amount.

In situations where a bank or payment provider resolves a chargeback in the customer’s favour but the goods have been delivered and retained, we hold the right to issue an invoice to recover the unpaid amount.

If the invoice remains unpaid, the matter may be referred to a debt collection agency or legal action may be pursued to recover the outstanding balance, including any associated recovery costs.

Retaining goods that have not been paid for may constitute unlawful retention of goods, and we reserve all rights to recover the value of those goods.

We strongly advise contacting us before initiating a chargeback, as we are often able to resolve concerns faster and more directly. 


Exchanges

The fastest way to get what you want is to return the item you have. Once your return is accepted, you can make a separate purchase for the new item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved. If approved, you’ll be refunded automatically on your original payment method within 10 business days.

Please note it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@atherocare.com.