Nuchev Practitioner Pty Ltd | ABN 59 095 359 354 Level 9, Suite B, 5 Bowen Crescent, Melbourne VIC 3004 1300 551 077 | custserv@nuchev.com.au

Version 1.0 | July 2026

Shipping

We ship within Australia to qualified practitioner accounts. Orders can be delivered to your practice, or direct to a patient address through the platform, as you choose at checkout.

Dispatch time. Orders placed before 2pm AEST on a business day are dispatched the next day from our Australian warehouse. Orders placed after 2pm, or on weekends and public holidays, are dispatched within 48 hours.

Delivery time.

1. Australian metropolitan addresses: one to three business days.
2. Australian regional addresses: two to five business days.

Delivery times are estimates and can vary with location and carrier conditions.

Shipping rates.

1. Free shipping on orders over $150.
2. Standard shipping is $15 for orders under $150.
3. Express shipping is available at $25.

All rates include GST.

Tracking. Every order includes a tracking number, sent to your account email when the order ships.

Temperature-sensitive products. Some products, including probiotics, are temperature sensitive. We pack these with appropriate insulation, but we use standard carriers and cannot guarantee the temperature of goods in transit. Please avoid ordering these products in periods of extreme heat or late in the week where a weekend delay is likely. These goods are shipped at your own risk, as set out in our Terms and Conditions.

Delivery and Authority to Leave

Risk in the goods passes to you on delivery. Please keep any delivery instructions short and clear, as detailed special instructions are difficult for carriers to follow.

If no one is available at the delivery address, the carrier will either leave a card with collection instructions or attempt redelivery, depending on the service. If a parcel cannot be delivered and is returned to us, we will try to contact you, and where we cannot reach you after two attempts the order will be returned to stock.

If you provide an Authority to Leave, you accept full responsibility and risk for the parcel once it has been left at the nominated delivery address.

Returns

Your rights under the Australian Consumer Law always apply.

BioPractica accepts returns and exchanges only for products with a genuine quality issue. This includes manufacturing faults, products that arrive damaged, products supplied incorrectly, or products that do not meet our published specification.

We do not accept change-of-mind returns or product swaps. This keeps our pricing tight, our supply chain clean, and our products in safe condition for every practitioner. Please order with care. If you are unsure which product suits your patient program, contact our customer support team or refer to the Frameworks library before ordering.

Damages and issues. Please inspect your order on arrival and contact us as soon as possible, and in any case within 14 days of despatch, if an item is defective, damaged, or incorrect, so we can assess it and make it right. Photos help us resolve the issue faster.

How to return a product with a quality issue.

1. Contact our customer support team at custserv@nuchev.com.au within 14 days of the despatch date of your order.
2. Provide your order number and a photo of the product or the issue.
3. We will arrange a replacement or refund and, where appropriate, organise return shipping at our cost.

Items sent back to us without first requesting a return will not be accepted. We may refuse goods returned soiled, contaminated, expired, or not in a condition that allows us to assess the issue.

Non-returnable items. Discontinued and clearance items are not eligible for return, except where they have a genuine quality issue or where required under the Australian Consumer Law.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded to your original payment method within 10 business days.

Please note it can take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received it, contact us at custserv@nuchev.com.au.

Cancellations

You may cancel an order at no charge at any time before it has been dispatched from our warehouse. Once an order has been dispatched, our returns policy above applies.

Contact

For any shipping or returns question, please contact us:

Email: custserv@nuchev.com.au Phone: 1300 551 077 Website: biopractica.com.au