Platinum Health Supply — International Shipping, Returns & Refunds Policy

This policy applies to orders shipped to Singapore, Hong Kong, Japan, Taiwan, South Korea and mainland China. For orders shipped within Australia, our standard Return, Refund and Shipping Policy applies instead.

1. Shipping

1.1 We ship internationally using the following carriers, depending on your destination:

• China and Hong Kong: DHL Express, via DHL Commerce.
• Japan, Singapore, South Korea and Taiwan: DHL Express, via Machship.

1.2 Shipping costs are calculated at checkout based on your order and destination. We do not offer a free shipping threshold for international orders, and a handling fee applies to all international orders in addition to the calculated shipping cost.

1.3 Estimated transit times are calculated at checkout based on your destination and are provided as an estimate only. Actual delivery times may vary due to customs processing, local delivery conditions, or other factors outside our control.

2. Customs duties and import taxes

2.1 The shipping cost shown at checkout includes applicable customs duties and import taxes for your destination country. You will not be billed separately by customs or our courier on delivery.

2.2 Duty and tax amounts vary by country and are calculated as part of your shipping cost based on your order and destination.

2.3 Once duties and taxes have been paid to customs on your order, this amount is non-refundable, even where a refund is issued for the underlying order. See section 4.

3. Returns

3.1 Due to the cost and complexity of international returns, we do not accept returns for international orders, including for change of mind, incorrect selection, or orders no longer required.

3.2 Please choose carefully before placing your order. If you are unsure which product is right for you, contact our team before ordering.

3.3 This section does not affect your rights in relation to damaged, defective or incorrectly shipped items. See section 4.

4. Damaged, defective or incorrect items

4.1 If your order arrives damaged, defective, or if we have shipped you the wrong item, please contact us at customercare@phsgroup.com.au within 1 day of delivery, with photos of the item and its packaging.

4.2 Where we confirm the item is damaged, defective, or incorrect, we will ship you a replacement at no additional cost. You do not need to return the original item to us, unless we ask you to for a specific reason, such as investigating a quality issue.

4.3 If a replacement is not available, for example if the product is out of stock, we will offer you a refund of the product cost. In line with section 2.3, any customs duties or import taxes already paid on the original order are non-refundable.

5. Order cancellations

5.1 If you wish to cancel your order, please contact us as soon as possible at customercare@phsgroup.com.au. If your order has not yet been dispatched, we will cancel it and refund you in full.

5.2 If your order has already been dispatched, we are unable to cancel it. Section 3 applies once your order has shipped.

6. Contact us

If you have any questions about this policy, or about a specific order, please contact us at customercare@phsgroup.com.au.

7. Changes to this policy

We may change this policy from time to time. The current version will always be available on our Website.