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Returns, Refunds & Cancellation Policy

All Sales Are Final

At Totally Well, all purchases are final.

This applies to all services, appointments, treatment packages, prepaid sessions, programs, memberships, physical products, retail items, gift vouchers, and promotional offers.

We do not offer refunds, credits, or exchanges for unused, partially used, or unused services, packages, programs, memberships, vouchers, or products.

Failure to book, attend, or use a purchased service or package does not entitle the purchaser to a refund or credit.

Please ensure you are ready to commit before completing your purchase.

Services, Packages & Prepaid Sessions

  • All services, packages, and prepaid sessions are non-refundable.

  • Services and packages must be used within the stated validity period, where applicable.

  • Unused sessions expire and are forfeited once the validity period ends.

  • Services and packages are non-transferable unless otherwise stated in writing.

By purchasing, you acknowledge and accept these terms.

Change of Mind

We do not provide refunds or credits for:

  • Change of mind

  • Scheduling difficulties

  • Failure to attend or book appointments

  • Personal circumstances or time constraints

  • Dissatisfaction not related to clinical safety or professional standards

Products & Retail Items

For hygiene and safety reasons, we do not accept returns or exchanges on products once purchased.

Please select carefully and contact us prior to purchase if you require guidance.

Faulty, Damaged, or Incorrect Items (Australian Consumer Law)

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

You may be entitled to a remedy if:

  • A product is faulty, unsafe, or significantly not as described

  • A service is not provided with due care and skill

All issues must be reported within 48 hours of delivery or service by emailing admin@totallywell.com.au, including:

  • Your order number

  • A description of the issue

  • Clear photos where applicable

Any remedy offered will be assessed and applied in accordance with Australian Consumer Law.

Gift Vouchers

  • Gift vouchers are non-refundable and not redeemable for cash

  • Expiry dates apply and are strictly enforced

  • Lost, stolen, or expired vouchers cannot be replaced

Contact

If you have any questions about products, services, or packages before purchasing, please contact:

admin@totallywell.com.au