How It Works
If fisiocrem isn't working for you, we want to know - and we want to make it right.
Our Money-Back Guarantee is designed to give you complete confidence when trying fisiocrem products. We stand behind the quality and effectiveness of our topical pain relief products.
If you're not completely satisfied with your purchase, we'll refund the amount you paid-no questions asked. Your satisfaction is our priority.
You are eligible if you:
- Purchases from fisiocrem.com.au
- Purchased within the last 30 days
- Refund of the amount you paid for the product
- No need to return the product
You are not eligible if you:
- Purchases made more than 30 days ago
- Bulk, trade, or commercial purchases
- Purchases from unauthorised third-party sellers
- Previous guarantee claims (one per customer)
Effective date: 1 January 2026 · Applies to purchases made from this date.
1. Overview
Pronat Group Australia Pty Ltd ("fisiocrem", "we", "us", "our") offers a 30-Day Money Back Guarantee ("the Guarantee") on eligible fisiocrem products purchased directly from fisiocrem.com.au. This Guarantee is offered in addition to, and does not limit, your rights under the Australian Consumer Law.
2. Eligible products
The Guarantee applies to the following fisiocrem products purchased directly from fisiocrem.com.au:
- fisiocrem Solugel (ARTG 327081)
- fisiocrem Joint Ease (ARTG 384978)
- fisiocrem Jar (ARTG 392192)
- fisiospray (ARTG 471689)
Products purchased from retail stores, pharmacies, supermarkets, or any third-party online retailer are not eligible for this Guarantee.
3. Eligibility criteria
To be eligible for a refund under this Guarantee, all of the following conditions must be met:
- The claim must be submitted within 30 calendar days of the original purchase date.
- The product must have been genuinely tried. We recommend using it as directed on the label for at least 7 days before making a claim, though we understand results vary.
- The claimant must provide their fisiocrem.com.au order number. Orders are verified directly against our records. Refunds are issued based on the amount paid at the time of purchase.
- A photograph of the product label is required with all claims. In some circumstances, we may also request that the product be returned to us before a refund is processed. If a return is requested, we will contact you by email with instructions and a return address. Failure to return the product when requested may result in the claim being declined.
- The purchase must have been made for personal use. Trade, practitioner, wholesale or commercial purchases are excluded.
- The claimant must be an Australian resident.
- This Guarantee may be used once per customer only, regardless of product.
4. Refund
Approved claims will be refunded the amount actually paid for the product as recorded in our order system, excluding any shipping, handling, or delivery costs. This may be less than the recommended retail price where the product was purchased using a discount code or during a promotional period.
You do not need to return the product unless specifically requested by our team. Upon approval, our team will contact you by email to arrange payment of the refund. We do not collect bank account details via the claim form; these will be requested securely by our customer care team once your claim has been approved.
Where a return of the product has been requested and completed, the refund will be processed within 5–10 business days of the returned product being received and assessed.
Where a product was purchased as part of a multi-product bundle, the refund will be calculated at the proportional product value within that bundle.
5. How to claim
To submit a claim, complete the online claim form at fisiocrem.com.au/money-back-guarantee. You will be required to provide:
- Your full name and contact details
- Your fisiocrem.com.au order number
- The product purchased and date of purchase
- A photograph of the product label
- A brief description of your experience with the product
Alternatively, you may contact us by email at info@fisiocrem.com.au with the above information.
6. Processing
We will review your claim and notify you of the outcome within 5 business days of receiving all required information. If approved, your refund will be processed within 5–10 business days of approval, depending on your financial institution or payment provider.
We reserve the right to request additional information to verify a claim, including a return of the product. Claims submitted with incomplete or inaccurate information may be declined.
7. Exclusions
The Guarantee does not apply in the following circumstances:
- Claims submitted after 30 days from the date of purchase.
- Products not purchased directly from fisiocrem.com.au, including purchases made in retail stores, pharmacies, supermarkets, or third-party online retailers.
- Products that have been used contrary to the directions for use on the label.
- Adverse reactions or allergic responses (please consult your healthcare practitioner and refer to your statutory rights under Australian Consumer Law).
- Purchases made through a trade, practitioner or wholesale account, or for commercial resale or professional dispensing.
Claims where the order number provided cannot be verified against our records. - Claims where a requested product return has not been completed.
- A previous guarantee claim has already been made by the same customer, regardless of product.
8. Australian Consumer Law
This Guarantee is offered voluntarily by Pronat Group Australia Pty Ltd and operates separately from your rights under the Australian Consumer Law (ACL). Nothing in these Terms & Conditions limits, excludes, or modifies any rights or remedies you may have under the ACL, including any consumer guarantee that cannot be excluded. If you believe your product is faulty or unsafe, please contact us and we will address your concerns under our obligations at law.
9. Fraud and misuse
We reserve the right to decline any claim we reasonably believe to be fraudulent, misleading, or submitted in bad faith. Pronat Group Australia Pty Ltd reserves the right to withdraw, modify, or suspend this Guarantee at any time. Changes will apply to purchases made after the date of the change and will not affect claims already in progress.
10. Contact
For questions about this Guarantee, contact our customer care team:
- Email: info@fisiocrem.com.au
- Post: Pronat Group Australia Pty Ltd, 16/8 Production Avenue, Molendinar QLD 4214
- Business hours: Monday to Friday, 8am–4pm