Fulfilment and Delivery Policy

Last updated: 12 May 2026

1. Overview

Regeniq Pty Ltd (ACN 694 432 865) operates regeniq.au from Brisbane, Queensland. Regeniq is a telehealth platform that facilitates consultations between patients and Australian-registered health practitioners (referred to as Partner Practitioners). Regeniq does not prescribe, diagnose, compound, or dispense medication.

This policy explains how orders are fulfilled and delivered. There are two distinct streams:

1. Medication prescribed by a Partner Practitioner is dispensed and shipped by a Partner Pharmacy. Regeniq does not hold, dispense, or ship medication. Regeniq absorbs the courier cost as a subscription benefit, so there is no separate delivery fee for medication.
2. Non-prescription products, such as supplements and devices, are supplied directly by Regeniq and shipped by Regeniq under the conditions set out in this policy.

This policy applies in conjunction with the Terms and Conditions and the Refund Policy.

2. Service area

Regeniq's Services are available to patients who are physically located in Australia. Regeniq does not deliver medication or products outside Australia. Patients with delivery addresses outside Australia cannot be supplied.

3. Medication dispensing and delivery

3.1 Regeniq's role

Regeniq is not a pharmacy. Regeniq does not hold, dispense, compound, or supply medication. Where a Partner Practitioner prescribes medication, the patient may have the prescription dispensed by a Partner Pharmacy (currently Formulae or Infinity Wellness Group) or by a pharmacy of the patient's choice. The Partner Pharmacies in use from time to time may change at Regeniq's discretion.

Where a patient elects to have the prescription dispensed by a Partner Pharmacy, Regeniq facilitates the transmission of the prescription, acts as the patient's agent to collect the medication payment and remit it to the Partner Pharmacy, and arranges for the Partner Pharmacy's courier to deliver the medication to the patient. The contract for the supply of the medication is between the patient and the Partner Pharmacy. Regeniq earns no margin on medication.

3.2 Dispatch and tracking

Once the Partner Pharmacy has dispensed the medication, the patient will receive a dispatch notification by email and, where available, a tracking link. Tracking is managed by the courier (typically Australia Post). Regeniq does not control courier timeframes and provides estimated delivery windows for guidance only.

3.3 Delivery cost

Delivery of medication dispensed by a Partner Pharmacy is included in the patient's subscription fee at no additional charge. Regeniq absorbs the courier cost as part of the subscription benefit.

3.4 Signature on delivery

Medication is dispatched in line with the Partner Pharmacy's protocols and applicable law. Some medications require signature on delivery. If the patient is not available to sign, the courier will leave a card indicating where the parcel may be collected, typically the local Australia Post collection point. The patient is responsible for collecting the parcel within the courier's holding period.

3.5 Stock and availability

The Partner Pharmacy may, in its absolute discretion, decline to dispense a particular medication, including on the basis of unavailability of stock, clinical judgement, or compliance with applicable law. Where the Partner Pharmacy is unable to dispense due to lack of stock, the patient will be notified and the treatment plan may be paused until supply is available, or the patient may elect to have the prescription transferred to a pharmacy of choice. Refund treatment in the event of stock unavailability is set out in the Refund Policy.

3.6 Damaged, missing, or wrongly dispensed medication

If medication arrives damaged, the parcel appears tampered with, the delivery is delayed beyond the estimated window, or the patient suspects the medication has been wrongly dispensed, the patient should contact Regeniq at support@regeniq.au as soon as practicable. Regeniq will work with the Partner Pharmacy and the courier to investigate and resolve the issue.

For lost or held parcels, courier investigation timelines apply. The Australia Post investigation process can take up to three months. Regeniq will provide reasonable assistance throughout the investigation.

3.7 Returns of dispensed medication

Dispensed medication cannot be returned. This reflects Therapeutic Goods Administration requirements regarding the safe handling, storage, and supply of medication, and the Partner Pharmacy's professional obligations. Refund treatment in the event of fault or wrongful dispensing is set out in the Refund Policy.

4. Non-prescription products

4.1 Scope

This section applies to non-prescription products such as supplements and devices that Regeniq supplies directly. It does not apply to medication dispensed by a Partner Pharmacy.

4.2 Dispatch

Non-prescription product orders are typically dispatched within a small number of business days of order confirmation. Dispatch times may vary based on stock availability and order volume. Regeniq will notify the patient if a delay is expected.

4.3 Delivery and courier

Non-prescription products are sent within Australia by a third-party courier service. The patient will receive a dispatch notification and tracking link by email. Courier timeframes are estimates only and Regeniq does not guarantee delivery on a specific date.

4.4 Delivery cost

Delivery cost for non-prescription products will be displayed at checkout. Where a non-prescription product is included in a subscription bundle or promoted as carrying free delivery, that condition will be stated at the point of sale.

4.5 Risk in goods and acceptance

Risk in non-prescription products passes to the patient on delivery to the address specified by the patient at checkout. The patient is responsible for ensuring the delivery address is correct and that arrangements are in place to receive the delivery. If the patient is not available, the courier will follow its standard process, which may include leaving a card for collection at a nominated point.

4.6 Damaged or incorrect products

If a non-prescription product arrives damaged, incorrect, or is missing items, the patient should contact Regeniq at support@regeniq.au within a reasonable time of receipt and provide photographs and order details. Regeniq will arrange a replacement, repair, or refund in accordance with the Australian Consumer Law.

4.7 Change-of-mind returns

For change-of-mind returns, Regeniq will accept returns of unopened, unused non-prescription products in their original packaging, returned within 30 days of receipt. To initiate a return, the patient should contact support@regeniq.au for return instructions. Postage costs for change-of-mind returns are the patient's responsibility. Regeniq may decline a change-of-mind return for hygiene or safety reasons where the product cannot be safely resold.

4.8 Consumed or opened products

Consumed, opened, or partially used non-prescription products cannot be returned for change of mind. Australian Consumer Law rights for faulty products are unaffected.

5. Missing or undelivered parcels

If a parcel is marked as delivered but has not been received, or is delayed beyond the estimated window:

1. Check with members of the household and any concierge or building service.
2. Check the nominated Australia Post collection point if a card was left.
3. Use the tracking link supplied in the dispatch email to confirm the latest courier status.
4. Contact Regeniq at support@regeniq.au if the parcel cannot be located.

Regeniq will engage with the courier and, where applicable, the Partner Pharmacy to investigate. Investigation timelines depend on the courier and may take up to three months.

6. Incorrect delivery information

If the patient supplies an incorrect or incomplete delivery address, Regeniq and the Partner Pharmacy are not responsible for non-delivery or for the cost of redelivery. The patient may be charged for re-supply or redelivery where the original parcel is returned to sender or lost as a result of incorrect information.

It is the patient's responsibility to keep their delivery address current via the patient portal.

7. Subscriptions and recurring delivery

Subscription deliveries are timed to align with the patient's billing cycle. Patients can manage their delivery schedule, pause, or cancel through the patient portal in accordance with the Terms and Conditions. Cancellation timing and the Refund Cutoff Time are set out in the Refund Policy.

8. Privacy

Personal information collected for the purposes of delivery, including the patient's name, delivery address, and contact details, is handled in accordance with Regeniq's Privacy Policy. Regeniq shares delivery-related personal information with Partner Pharmacies and couriers as necessary to facilitate dispatch and delivery.

9. Changes to this policy

Regeniq may amend this policy from time to time. Changes take effect from the date they are published on the website. Continued use of the Services after that date constitutes acceptance of the changes.

10. Contact

For any questions about fulfilment or delivery, please contact Regeniq at support@regeniq.au. This policy should be read together with the Terms and Conditions and the Refund Policy.