Returns

Return of order for change of mind

If you place an order and subsequently change your mind, please read our Cancellation Notice below so that you understand the process and reasons why you may not be able to return a product for change of mind. If you qualify to return a product for change of mind, please complete and submit a Returns Form to [email protected] in accordance with our Cancellation Notice.

Return of faulty or erroneous product

You are covered for faulty products in accordance with laws that apply to our sale of the products to you. This right does not apply to items that have failed due to wear and tear, inappropriate use or use not in accordance with the manufacturer’s instructions.

You can make a claim for a full refund for a faulty product in your order within 30 days of you receiving the product. We will do our best to assist you quickly and efficiently. You will need to explain and justify why you believe the product you have received is faulty. All faulty products will be evaluated by us or our authorised partners before being processed for replacement or refund. We may ask you to return the faulty product (at our cost) to us, and we may need to discuss with you the cause of the fault.

Beyond 30 days following your receipt of the product, you may request a repair or replacement of the product in accordance with applicable laws. We are happy to discuss your options and the process with you.

Please let us know immediately if you have received a product in error. 

Please email [email protected] to initiate the returns procedure.

Cancellation Notice

You have the right to cancel a contract with us within 14 days without giving any reason. However, you will not have the right to cancel a contract if the product’s seal is broken after you have acquired the goods in your order.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good in your order.

To exercise the right to cancel, you must inform us (see our details below) of your decision to cancel this contract by clear statement (e.g., a letter sent by post or e-mail). We prefer to receive your cancellation request in writing. Please email [email protected].

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

We may make a deduction (which may be up to 100% of the order value) from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than: 

1. 14 days after the day we receive back from you any goods supplied; 
2. (if earlier) 14 days after the day you provide evidence that you have returned the goods; or 
3. if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to our authorised partner, Active Ants (see their details below), without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will incur the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Please take care to ensure you return the goods in a manner that will not damage the goods or cause the goods to become lost in transit. 

Our contact details
Starpharma Pty Ltd
Australian Company Number: 075 081 908
Registered office address: 4-6 Southampton Crescent, Abbotsford Victoria 3067, Australia
Postal address: PO Box 2022, Preston Victoria 3072, Australia
Telephone number: +61 (0)3 8532 2700
Email address: [email protected]

Active Ant’s details – for returns of goods
Active Ants UK Ltd.
Unit 1, 26 Liliput Road
Brackmills Industrial Estate
NN4 7DT Northhampton
United Kingdom
Tel: +44 7915 220 750