Credit and Returns Policy
In the unlikely event of an issue with your delivery, please notify us within 48 hours of receipt of goods so that the claim can be assessed and approved.
Eligible Claims
Credits may be issued for products that are:
- Supplied incorrectly
- Damaged in transit
- Faulty or defective
Please note:
- We are unable to offer credits for change-of-mind, over-ordering, incorrect ordering, out-of-date stock, or unsold products. Please ensure all orders are reviewed carefully before placing your order, as changes may not be possible once an order has been received by our team for processing.
- All claims are assessed on a case-by-case basis and are subject to approval.
Information Required for Claims
As images cannot be uploaded through this portal, all claims must be submitted via email.
Please download and complete the Goods Credit Request Form available here.
The completed form must then be emailed to orders@planethealth.com.au along with clear photos of the product showing:
• The product fault/issue
• Batch number
• Expiry date (if applicable)
Please ensure the form includes all relevant details, including:
• Customer name and customer code
• Invoice number and invoice date
• Product name
• Batch number and expiry date
• Reason for the credit request
Our Internal Sales team will review the information provided and advise on the next steps.
Customer Returns (Faulty Products)
If one of your customers returns a faulty product to you, please include the following in your email:
- Description of the issue
- Photos of the product, including batch number and expiry date
- Customer name, email address, and phone number
Customer details may be requested where follow-up is required, such as in cases involving adverse reactions, quality concerns, or product investigations. In most other situations, customer details are not required.
Our internal sales team will review the information and advise on the next steps.
Contact Us
For all claims or enquiries, please contact our Internal Sales team:
orders@planethealth.com.au
+61 2 4862 9999