Shipping & Delivery Policy

Regeniq is operated by Regeniq Pty Ltd (ABN 41 694 432 865, ACN 694 432 865) ("Regeniq", "we", "us", "our"). This policy forms part of our Terms of Service and should be read alongside our Refund Policy and Privacy Policy.

Regeniq is a telehealth platform. Compounded medications prescribed by our AHPRA-registered practitioners are compounded, dispensed, and dispatched by our compounding pharmacy partner, and delivered by Australia Post. Your contract for supply is with Regeniq.

Nothing in this policy excludes, restricts, or modifies any right you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other non-excludable statutory right.

1. Where We Ship

Regeniq ships within Australia only.

At this time, we do not ship internationally. International orders cannot be fulfilled and will be refunded.

Shipping addresses

We deliver to Australian residential and business addresses. We cannot ship compounded medications to PO Boxes or parcel lockers, because:

• Temperature-sensitive (refrigerated) items cannot be safely held at a post office
• Prescription medications require delivery to an address associated with you as the patient
• Our pharmacy partner's dispatch systems require a street address

If the only address available to you is a PO Box, contact support@regeniq.au before placing your order and we will discuss whether an alternative arrangement is possible.

2. Delivery Partner

Orders are dispatched by our compounding pharmacy partner using Australia Post as the delivery carrier. Delivery timeframes are set by Australia Post and vary by destination.

3. Delivery Method: Signature vs Authority to Leave

Our default delivery method depends on the type of medication in your order:

• Sterile compounded medications: dispatched with Signature on Delivery by default. Because these items are higher-value, temperature-sensitive, and clinically sensitive, a signature is required to accept delivery. If no one is home, Australia Post will leave a card and hold the parcel at your local post office for collection.
• Non-sterile compounded medications: dispatched with Authority to Leave (ATL) by default. Australia Post will leave your package in a safe place at your delivery address without requiring a signature. If no safe place is available, the package will be taken to your local post office for collection.
• Mixed orders (containing both sterile and non-sterile items): dispatched together with Signature on Delivery by default.

Your options.

• You may leave delivery instructions at checkout (for example, "leave behind the pot plant", "hand to receptionist") to help our courier deliver safely. Regeniq and the courier will use reasonable efforts to follow instructions but cannot guarantee them.
• You may opt into Signature on Delivery for a non-sterile order, or opt out of Signature on Delivery for a sterile order, by contacting support@regeniq.au before your order is dispatched. A small additional postage fee may apply.

Your responsibility under ATL. If your order is delivered under ATL (whether by default or by your election), you accept that once the courier has left the package at your address in accordance with your instructions or in a location the courier reasonably considers safe, the risk of theft or weather damage passes to you. This does not limit your rights where the package was not actually delivered, was delivered to the wrong address, or was lost by the courier. Those cases are handled under clause 8.

4. Shipping Timeline

Our aim is to get your medication to you as quickly and safely as possible. Your order moves through four stages:

1. Consultation (same day to 2 business days). Book and complete a practitioner consultation. No order can proceed until your consultation has taken place and a prescription has been issued where clinically appropriate.
2. Prescription to pharmacy (typically within 12 hours of consult). Once your prescription is issued, we transmit the order and prescription to the compounding pharmacy.
3. Compounding and dispatch. The pharmacy commences processing approximately 24 hours after receiving a correct and complete order. Standard compounding and dispatch times from that point are:
   • Non-sterile compounded items: approximately 7 business days, and in most cases no longer than 10 business days.
   • Sterile compounded items: approximately 12 business days, and in most cases no longer than 15 business days.
   • Mixed orders (sterile + non-sterile): shipped together, once the sterile items are ready for dispatch, on the sterile timeframe above.
4. Transit. Australia Post delivery times vary by location, typically 1 to 7 business days after dispatch. Remote and regional addresses may take longer.

Tracking information is typically provided by email within 24 hours of dispatch.

These timeframes are estimates, not guarantees. Clinical or pharmacy review, incomplete intake information, or script clarifications can add time. Where we expect a material delay, we will contact you.

5. Shipping Costs

Shipping costs are displayed at checkout before you confirm your order. Signature-on-delivery (where you opt into it for a non-sterile order) and re-delivery following a failed first attempt may attract additional fees, which we will quote before we incur them on your behalf.

6. Tracking Your Order

Once your order is dispatched, we will send tracking information to the email address and mobile number on your account. You can track the progress of your delivery through the Australia Post tracking link.

If you have not received tracking information within 3 business days of the expected dispatch date, contact support@regeniq.au.

7. Packaging, Cold Chain, and Storage

Some compounded medications require specific storage conditions, including refrigeration. Where this applies, your order will be packed in insulated packaging with a cold-chain indicator where appropriate, to maintain the required temperature range during transit.

On receipt:

• Open your package promptly
• Read the instructions on the packaging and any patient information materials
• Refrigerate or store the medication as directed immediately if required
• Do not use any medication that shows signs of temperature excursion (for example, an activated cold-chain indicator, or visible damage). Contact support@regeniq.au before use.

Storage after delivery is your responsibility. Once your order has been delivered, you are responsible for timely collection, appropriate storage, and use within the expiry date. Regeniq is not responsible for loss, damage, or reduced efficacy caused by failure to collect promptly, failure to refrigerate, or storage outside the conditions specified on the packaging.

8. Delayed, Damaged, Lost, Not Delivered, or Uncollected

8.1 Delayed, damaged, lost, or not delivered

If your order is delayed, arrives damaged, appears tampered with, or does not arrive at all, contact support@regeniq.au as soon as you become aware, and no later than 7 days after the expected delivery date (or, for damaged items, 7 days after receipt).

We will:

1. Investigate with the compounding pharmacy and Australia Post on your behalf
2. Provide you with any documentation you need to support a courier claim
3. Assess your entitlement under the Australian Consumer Law and, where an entitlement applies, apply the remedy the law requires. For compounded medications, which cannot be physically returned, this is typically replacement or refund.
4. Where the cause lies with the pharmacy or courier, pursue recovery from them directly under our arrangements with them

We do not take the position that our responsibility ends at dispatch. Under the Australian Consumer Law, consumer guarantees apply to the goods we supply to you. This policy preserves those guarantees in full. See clause 10.

8.2 Uncollected or returned-to-sender packages

If your package is not collected from the post office within the period Australia Post holds it, is refused on delivery, or is otherwise returned to our compounding pharmacy partner, the medication cannot be returned to saleable condition and will be handled in accordance with the pharmacy's disposal standards. In these circumstances:

• Regeniq cannot guarantee a reshipment, because the original compounded medication can no longer be released for use
• Any reshipment, where it is possible, will be at your cost and may require a new prescription and reprocessing at standard compounding timeframes
• No refund is available for medication that was correctly dispatched and subsequently returned due to non-collection

To avoid this, please monitor tracking notifications, collect promptly, and ensure your delivery address remains accurate.

9. Split Shipments

As a general rule, we dispatch your order in a single package. Mixed orders (containing sterile and non-sterile items) ship together once the sterile items are ready (see clause 4).

In the rare case an order must be split, for example, a pharmacy back-order or a production issue affecting one item, the order may be dispatched in multiple packages with separate tracking numbers, arriving on different days. Where this applies, we will notify you, and each package will carry its own tracking link. You will not be charged additional shipping for a split dispatch caused by our pharmacy's production schedule.

10. Product Recalls

If the Therapeutic Goods Administration, our compounding pharmacy partner, or Regeniq itself determines that a compounded medication batch should be recalled, quarantined, or otherwise withdrawn from use for safety, quality, or regulatory reasons:

• We will contact affected patients promptly by email and SMS to the details on file, providing clear instructions on what to do with the medication (for example, stop use, return to sender for safe disposal, or dispose of in accordance with stated instructions)
• We will work with your treating practitioner on any clinically appropriate replacement or alternative therapy
• Affected medications will be refunded or replaced at no cost to you, in accordance with the Australian Consumer Law and the nature of the recall
• Where a recall is attributable to the compounding pharmacy or another fulfilment party, we will seek recovery from them; the recall-related cost will not be passed to you

Please keep your contact details current on your Regeniq account so we can reach you quickly if a recall applies to you.

11. Your Consumer Law Rights

The goods and services supplied by Regeniq come with consumer guarantees that cannot be excluded under the Australian Consumer Law, including guarantees as to acceptable quality, fitness for purpose, correspondence with description, and delivery within a reasonable time.

Nothing in this policy excludes, restricts, or modifies those rights. Where a consumer guarantee has not been met, you are entitled to a remedy under the Australian Consumer Law, which may include repair, replacement, refund, or compensation for reasonably foreseeable loss or damage.

This policy operates consistently with clause 13 (Consumer Guarantees) and clause 14 (Limitation of Liability) of our Terms of Service, and with clauses 6, 7, and 13 of our Refund Policy.

12. Contact