Last updated: February 2026
At Stillroot, we want you to be completely satisfied with your purchase. If for any reason you are not happy with a product you have received, please review this Refund and Returns Policy carefully. This policy applies to all products purchased through pharmalinkfhi.com (the “Site”).
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
1. 30-Day Satisfaction Guarantee
We offer a 30-day satisfaction guarantee on all products. If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order. To be eligible for a return:
- You must contact us within 30 days of the delivery date
- The product must be in its original, unopened and sealed packaging
- You must provide your order number and reason for the return
Please note that due to health and safety regulations, opened or used products cannot be returned or exchanged unless the product is faulty or defective.
2. Faulty or Defective Products
If you receive a product that is faulty, defective, damaged, or not as described, you are entitled to a full refund or replacement regardless of whether the product has been opened. Please contact us as soon as possible and provide:
- Your order number
- A description of the fault or defect
- Photographs of the product and packaging showing the issue
We will assess the issue and, where appropriate, offer a full refund, replacement product, or store credit at your choice.
3. Incorrect Orders
If you receive the wrong product or an incorrect quantity, please contact us within 7 days of delivery. We will arrange for the correct product to be sent to you at no additional cost. If you prefer, we can issue a full refund instead. You will not be required to return the incorrectly shipped item at your own expense.
4. Lost, Stolen or Damaged in Transit
All packages are insured during transit. If your order is lost, stolen, or arrives damaged:
- Lost packages: If your order has not arrived within 7 business days of dispatch, please contact us and we will investigate with the carrier. If the package cannot be located, we will send a replacement or issue a full refund
- Stolen packages: If tracking confirms delivery but you did not receive the package, please contact us within 48 hours. We will work with the carrier to resolve the issue and, where appropriate, send a replacement
- Damaged in transit: If your package arrives visibly damaged, please photograph the damage before opening and contact us immediately. We will send a replacement at no cost
5. How to Request a Return
To initiate a return, please follow these steps:
- Contact us at [email protected] or via our Contact page with your order number and reason for the return
- Wait for approval — we will review your request and provide a Return Authorisation Number (RAN) along with return instructions within 2 business days
- Ship the product — pack the product securely in its original packaging and include the RAN. Send it to the return address provided in our instructions
- Receive your refund — once we receive and inspect the returned product, we will process your refund
Important: Do not return any product without first obtaining a Return Authorisation Number. Unauthorised returns may not be processed.
6. Return Shipping Costs
- Faulty, defective or incorrect products: We will cover all return shipping costs. A prepaid return label will be provided
- Change of mind: Return shipping costs are the responsibility of the customer. We recommend using a tracked and insured shipping service, as we cannot be held responsible for items lost or damaged in return transit
7. Refund Processing
Once we receive and inspect the returned product, we will notify you via email of the approval or rejection of your refund.
- Approved refunds will be processed to the original payment method within 7–14 business days
- Credit card refunds may take an additional 5–10 business days to appear on your statement, depending on your bank or card issuer
- Store credit is available as an alternative and will be applied to your account immediately upon approval
Original shipping costs are non-refundable unless the return is due to our error (faulty, defective or incorrectly shipped product).
8. Exchanges
If you would like to exchange a product for a different variant (e.g. a different strength or size), please contact us within 30 days of receiving your order. Exchanges are subject to product availability. If the replacement product is a different price, we will charge or refund the difference accordingly.
9. Order Cancellations
You may cancel an order free of charge provided the order has not yet been dispatched. To cancel, please contact us as soon as possible at [email protected] with your order number. If the order has already been dispatched, you will need to follow the standard return process outlined above.
10. Non-Returnable Items
The following items cannot be returned or exchanged:
- Products that have been opened, used or tampered with (unless faulty)
- Products returned without a Return Authorisation Number
- Products returned after the 30-day return window
- Gift cards or promotional items
11. Australian Consumer Law
Nothing in this policy is intended to limit your rights under the Australian Consumer Law. If a product you have purchased has a major failure, you have the right to:
- Reject the product and obtain a refund or replacement
- Seek compensation for any drop in value of the product below its purchase price
- Keep the product and seek compensation for the reduction in value caused by the failure
If a failure does not amount to a major failure, we may choose to repair, replace or refund the product at our discretion within a reasonable time.
12. Contact Us
If you have any questions about our Refund and Returns Policy, or would like to initiate a return, please contact us:
Email: [email protected]
Website: pharmalinkfhi.com/contact
Response time: Within 24 hours on business days (Monday–Friday)