Refund policy

Kicko is committed to providing high-quality products and services to our customers. This Refunds & Returns Policy explains how returns, refunds, replacements, and warranty claims are handled when you purchase products or services through Kicko.

Please read this Policy carefully before placing an order. By making a purchase through Kicko, you agree to this Refunds & Returns Policy in addition to our Terms of Service.

Nothing in this Policy limits or excludes your rights under the Australian Consumer Law (ACL).

SECTION 1 – IMPORTANT NOTICE ABOUT REGULATED PRODUCTS

Some products available through Kicko (including prescription medicines and other regulated health products) are supplied by partner pharmacies and are subject to strict health, safety, and regulatory requirements.

For these reasons:

  • Prescription medicines and other regulated products generally cannot be returned or exchanged once dispensed or dispatched, except where required by law (for example, if the product is faulty, incorrect, or not as described).
  • Change-of-mind returns are not permitted for regulated products.

This policy exists to protect patient safety and comply with Australian health regulations.

SECTION 2 – WARRANTY CLAIMS

Where applicable, a 90-day warranty applies from the date of delivery, provided that:

  • the product is unused;
  • the product is factory sealed; and
  • the product remains in the manufacturer’s original packaging.

To make a warranty claim, the product must be returned in its original condition. We reserve the right to reject warranty claims if the product or its packaging shows signs of damage, tampering, or misuse.

Unless otherwise required by law:

  • the customer is responsible for the cost of returning the product; and
  • Kicko (or the supplier) is responsible for the cost of shipping the replacement product back to the customer.

Shipping fees already paid are non-refundable.

SECTION 3 – INCORRECT PRODUCTS

All orders are packed with care. We recommend inspecting your delivery as soon as it arrives.

If you receive an incorrect product, you must contact us within 14 days of delivery. Claims made outside this period may be declined.

When contacting us, please include:

  • your order number;
  • a description of the issue; and
  • clear photographic evidence, where possible.

If your claim is approved, we will arrange for the incorrect product to be returned and a replacement to be issued at no additional cost to you (subject to availability).

SECTION 4 – FAULTY OR DAMAGED PRODUCTS

If your product arrives damaged or faulty, please contact us within 14 days of delivery.

When submitting a claim, please provide:

  • your order number;
  • a description of the fault or damage; and
  • photographic evidence where possible.

If the product is confirmed to be faulty or damaged, we will provide a replacement or refund in accordance with the Australian Consumer Law.

SECTION 5 – RETURNS AND EXCHANGES (NON-REGULATED PRODUCTS)

We may accept returns of new, unused, and unopened non-regulated products or accessories within 14 days of delivery, provided they are returned in their original packaging and in resalable condition.

We reserve the right to reject any return where:

  • the product has been used;
  • the packaging is damaged; or
  • the product cannot be resold for hygiene or safety reasons.

Returns must be approved before being sent back. Instructions will be provided once your return request is accepted.

SECTION 6 – PRODUCTS THAT CANNOT BE RETURNED

The following items cannot be returned or exchanged, except where required by law:

  • prescription medicines;
  • regulated therapeutic goods;
  • opened, used, or tampered products;
  • items dispensed by a partner pharmacy;
  • products affected by hygiene or safety restrictions.

This applies even if the product is unused after delivery.

SECTION 7 – CHANGE OF MIND

Kicko does not offer refunds or exchanges for:

  • change of mind;
  • incorrect selection by the customer;
  • finding the same product cheaper elsewhere.

This applies to both products and consultation services, subject to your rights under the Australian Consumer Law.

SECTION 8 – CONSULTATION FEES

Consultation fees are charged at the time of booking. Consultation fees may be refunded only where:

  • the Practitioner cancels the consultation; or
  • a verified technical failure prevents the consultation from being delivered.

Consultation fees are not refundable if:

  • you change your mind;
  • you do not attend the consultation; or
  • a Practitioner determines that treatment or prescribing is not clinically appropriate.