Fulfilment, Shipping & Returns Policy
Fulfilment and Shipping
Orders can be sent within Australia only.
Tracking your parcel
Once your order has been packed and left the partner pharmacy, we will email you a tracking number, which can be used to track your delivery on AusPost website (http://auspost.com.au/track/track.html)
Orders are sent via Australia Post and require signature on delivery.
If the parcel is not signed for, the item will be carded. This card will be left at the address supplied and will indicate where your parcel may be collected from. In most cases the parcel will be located at your local Australia Post Depot.
In the event that your parcel is held up or is lost, it may take up to three months to receive an answer from the Australia Post Investigation Team. Unfortunately these Australia Post timeframes are uncontrollable and we will do our best to rectify the issue ASAP.
Pilot offers products and services that can be purchased on an automatically renewing subscription basis. For subscription-based products and services, your payment will be billed at regular intervals, as described during the checkout process, until your treatment plan is complete or your treatment plan is cancelled. All prices listed are inclusive of GST and shipping costs where relevant.
You may cancel your subscription at any time. There are two ways to cancel your subscription:
1. via your Pilot account, per these instructions
2. by sending an email to [email protected]
When you cancel your subscription, you will not be charged for and will not receive future orders under that subscription, subject to the Order Refunds section below.
Generally, we are not able to issue refunds for orders on the day they are processed.
Subject to rights that cannot be waived under Australian Consumer Law, cancellations after the Refund Cutoff Time will not be subject to a refund.
The Refund Cutoff Time is 11:59pm the day before the applicable order processing date of your subscription.
In some circumstances, if you cancel your order after the Refund Cutoff Time you may receive a refund. Those circumstances are:
(a) our partner pharmacy cannot fulfil your order due to lack of stock
(b) a product or pricing error is identified
(c) a product is faulty
If you are eligible for a refund, it will be made using the payment method you used for the original transaction. We cannot process refunds to alternative cards or payment methods.
For example: If your order is due to process on the 15th of July, you must cancel your subscription by 11:59pm on the 14th July. If you cancel your subscription after this cut off period, you will not be eligible for a refund on the order.
Unfortunately, we do not accept returns. Our pharmacies follow a strict code of professional practice and are under obligation to ensure that medication has been produced and stored under strict conditions at all times. If you think your product is faulty or has been damaged in transit, please contact [email protected] and we will be happy to assist.