Shipping & Returns

This policy applies to orders placed at fisiocrem.com.au by retail customers in Australia. It is issued by Pronat Group Australia Pty Ltd, trading as fisiocrem, and is effective from 1 January 2026.

It explains how we ship your order, what delivery costs, and how returns, refunds and our Money-Back Guarantee work. Practitioner and wholesale customers have separate terms, set out near the end of this policy.

Shipping

We ship to addresses within Australia only. We do not ship internationally.

Standard shipping costs $9.95 and usually arrives within 2 to 6 business days. Standard shipping is free on orders over $49.99.

Express shipping costs $18.95 and usually arrives within 1 to 3 business days.

Delivery times are estimates. Orders to remote and rural areas may take longer.

Dispatch and delivery

Orders are dispatched from our warehouse in Molendinar, Queensland. Orders placed before 1:00 pm AEST on a business day are dispatched the same day. Orders placed after 1:00 pm, or on weekends and public holidays, are dispatched the next business day.

We ship with Aramex and Australia Post, and with StarTrack for express orders. We email you a tracking link when your order is dispatched.

Delivery can be delayed by things outside our control, such as severe weather, courier delays and public holidays. During busy periods, such as Christmas and promotional events, please allow extra time for your order to arrive.

Returns and refunds

All returns need our approval first. Please contact us before sending anything back, and we will guide you through the process.

If your product is faulty or defective, was damaged in transit, or is not the item you ordered, we will give you a full refund including shipping. For an incorrect item, you can choose a refund or an exchange instead. In all of these cases, we pay the return postage.

If you change your mind, you can return unopened products within 30 days of purchase. We will refund the product price, but not the original shipping cost, and you pay the return postage. Opened products cannot be returned for a change of mind, but they may be covered by our Money-Back Guarantee below.

We review return requests within 1 to 2 business days. Once a return is approved, we process your refund or exchange to your original payment method within 5 to 10 business days.

30-day Money-Back Guarantee

If you have tried our product and it hasn't worked for you, we will refund the product price within 30 days of purchase. You do not usually need to send the product back, although we may ask for it in some cases. The original shipping cost is not refunded.

The guarantee applies to fisiocrem Solugel (ARTG 327081), fisiocrem Joint Ease (ARTG 384978), fisiocrem Jar (ARTG 392192) and fisiospray (ARTG 471689), bought directly from fisiocrem.com.au for personal use. It is limited to one claim per customer, and claims are subject to eligibility conditions. See our full Money-Back Guarantee terms.

The guarantee is offered in addition to your rights under the Australian Consumer Law.

How to start a return

To request a return, refund or Money-Back Guarantee claim, complete the return request form on this page with your order details, the reason for your request and photos. Our team will review your request within 1 to 2 business days.

If your request is approved, we will email you return instructions, and a prepaid return label if we are covering the postage. Please don't send anything back until you hear from us.

You can also contact us directly at info@fisiocrem.com.au or on 1800 434 746, Monday to Friday, 8 am to 4 pm AEST.

Practitioner and wholesale customers

Practitioner and wholesale accounts have separate shipping and returns terms, available in your B2B account portal. These include complimentary shipping on all orders and a 7-day window to claim for damaged or faulty goods. If you don't have portal access yet, please contact our team.

Australian Consumer Law

Our policies apply in addition to your rights under the Australian Consumer Law (ACL), and do not limit them. If a product is faulty, unsafe or not as described, you may be entitled to a remedy under the ACL, regardless of this policy.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you are entitled to under the ACL.