Refund policy

Last updated: May 2026

We want you to feel confident ordering from Omega-3 Index Test. This policy explains what you can return, how returns work, when refunds are issued, and your rights under Australian Consumer Law.

The short version

  • Unopened, unused kits: returnable within 30 days for a full refund (you pay return postage)
  • Opened or used kits: cannot be returned for hygiene and clinical-safety reasons
  • Damaged or incorrect orders: we replace or refund at no cost to you
  • Faulty lab analysis: we re-test or refund at no cost to you
  • Your rights under Australian Consumer Law are not affected by this policy see the section on Consumer Guarantees below

Returns for unopened kits (change of mind)

If you change your mind about your order, you can return any unopened, unused, and undamaged kit within 30 days of receipt for a full refund of the kit price.

To be eligible:

  • The kit must be in its original packaging, with all components present (collection card, lancet, alcohol swab, bandage, gauze, desiccant pack, biohazard return mailer)
  • The outer packaging must be unopened and must be intact
  • You must initiate the return within 30 days of receiving your order
  • You are responsible for return postage and for ensuring the kit is delivered to us safely (we recommend using a tracked service)

For the Duo (2-pack): if you return one kit unopened but have already used the other, only the unused kit is refundable. The refund amount will be calculated on a pro-rata basis from the original 2-pack price.

Returns we cannot accept

We cannot accept returns or offer refunds for:

  • Opened, used, or partially used kits for hygiene reasons and because the kit is a single-use medical device. Once opened, it cannot be safely resold or reused
  • Kits returned more than 30 days after delivery
  • Kits that have been damaged after delivery through no fault of ours
  • Change of mind after you have collected your sample  once you have taken a finger-prick blood sample on the collection card, the kit is considered used regardless of whether you posted it back

How to start a return

Before you post anything back, please email us first at hello@omega3index.com.au with:

  • Your order number
  • The reason for return

We will respond within one business day to confirm the return is eligible and provide a return reference number. Please do not post your return without first contacting us unsolicited returns may be delayed or refused.

Once we approve the return, please post your kit (with the return reference number written on the outside of the package) to:

Omega-3 Index Test Returns
PO Box 2080
Oak Park, VIC 3046
Australia

We recommend using Australia Post tracked services or a courier with delivery confirmation. We are not responsible for returns lost in transit before we receive them. Keep your tracking number until your refund is processed.

Return shipping costs

Because the original outbound shipping was free of charge, the return shipping cost is your responsibility for change-of-mind returns. Standard postage from most parts of Australia is around $13 - $15.

This does not apply to damaged, faulty, or incorrectly fulfilled orders see below.

When you'll receive your refund

Once we receive the returned kit and confirm it is in resaleable condition, we will issue your refund within 5 business days. Refunds are issued to the original payment method used at the time of purchase. Depending on your bank or card issuer, it can take a further 3-10 business days for the refund to appear on your statement.

If you paid by credit card, you will receive a full refund of the kit price, including any GST. Original shipping was free, so there is no shipping refund.

Damaged or incorrectly fulfilled orders

If your kit arrives damaged, missing components, or you received the wrong product, please contact us within 7 days of delivery at hello@omega3index.com.au with:

  • Your order number
  • A description of the issue
  • Photos showing the damage or the incorrect item

We will arrange one of the following at no cost to you:

  • Send a replacement kit (we cover return postage of the damaged one if required)
  • Issue a full refund including any return postage cost we asked you to pay

Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, this includes guarantees that:

  • Goods are of acceptable quality
  • Goods are fit for any disclosed purpose
  • Services are provided with due care and skill

For a major failure with a product or service, you are entitled to choose between a refund, replacement, or compensation for any drop in value. For a minor failure, we may choose to repair, replace, or refund.

For more information about your consumer rights, please visit the Australian Competition and Consumer Commission at www.accc.gov.au.

This refund policy is offered in addition to your statutory rights under Australian Consumer Law, not as a replacement for them.

Discount codes and refunds

If you used a discount code on your original order, your refund will be the amount you actually paid not the original list price. If you used a single-use code on a returned order, please contact us and we will reissue you a new single-use code for use on a future purchase.

Contact us

If you have questions about this policy or need help with a return, please contact us:

Omega-3 Index Test
Email: hello@omega3index.com.au
Postal (returns): PO Box 2080, Oak Park VIC 3046, Australia