Refund policy

Overview

At Dr Catherine Casey, we strive to provide exceptional care through our online and in-person consultations. This refund policy outlines the conditions for cancellation. By booking our services, you agree to adhere to these terms.

Services Covered

This policy applies to:

  1. Online Consultations (video/phone sessions).

  2. In-Person Consultations (requires a non-refundable $5 AUD booking fee).

Refund Eligibility

Online Consultations

  • Full refund for cancellations made at least 48 hours prior to your appointment.

  • No refund for late cancellations (less than 48 hours) or missed appointments.

In-Person Consultations

  • The $5 AUD booking fee is non-refundable.

  • Consultation fee:

    • Any cancellation with at least 1 week notice = full refund of consult fee. 

    • Partial (50% of consult fee) refund if cancelled between 24-48 hours prior.

    • No refund for late cancellations (less than 24 hours) or no-shows.

Non-Refundable Situations

  • $5 AUD booking fee for in-person appointments.

  • Services rendered in full (e.g., completed consultations).

  • Technical issues caused by the client (e.g., poor internet connection for online sessions).

Exceptions

  • Practitioner Cancellations: If in the rare case of emergency or other onforseen event, the practitioner is for some reason unable to attend your appointment on the day, you will be offered an opportunity to reschedule or receive a refund of the consultation fee (if already paid). Booking fees are non-refundable.

  • Technical Failures (Our Side): Rescheduling or a full refund will be offered for issues arising from our platforms.

Returns & Refund Policy — Physical Products

Dr Catherine Casey / Camden Holistic

Last updated: 29/August/2026

Scope of this policy

This policy covers physical product orders (supplements, probiotics and other dispensary items) purchased through this site and fulfilled by our practitioner dispensary partner, vital.ly Pty Ltd. It sits alongside — and doesn’t replace — our separate Refund Policy for consultations and bookings.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a product has a major failure, is not fit for purpose, or doesn’t match its description, you may be entitled to a repair, replacement or refund regardless of the timeframes below.

Timeframe for requests

Any request for a refund or replacement — including for missing items — must be made within 7 days of the order being received. Requests made after this window won’t be approved, except where required under the ACL.

Due to product viability, we’re unable to accept temperature-sensitive items (e.g. probiotics) back for change-of-mind returns.

When a refund or replacement may be offered

  • The product is faulty (note: a change in taste, smell or appearance doesn’t automatically mean a product is faulty)
  • The product arrived damaged in transit (approval is at our discretion)
  • You received the wrong product

If we approve a return, the original product must be sent back to us within 7 days of approval, in resalable condition. It must be packaged adequately — we can’t offer a refund or replacement for products damaged in transit due to inadequate packaging on return. Please clearly mark returns with your name and order number. Refunds are processed once we’ve received and inspected the returned product, using the same payment method you used to purchase.

When a refund or replacement won’t be offered

  • The product has been opened
  • The returned product is damaged in transit due to inadequate packaging
  • You’ve had a reaction to the product, or it isn’t working as you expected (including issues with flavour, look or consistency)
  • There’s been a delivery delay
  • Incorrect delivery details were provided at checkout
  • An “authority to leave” instruction resulted in a missing parcel
  • A temperature-sensitive product arrived warm, or was exposed to warm conditions after delivery
  • The product has been marked with price tags or other markings

International orders

We’re unable to accept international returns for credit or refund under any circumstances. No refund will be provided if an international parcel is lost in transit or goes missing after delivery.

International orders are made at your own risk. Please check your country’s customs regulations before ordering — any duties or taxes are payable by you, and refusal to pay may result in the parcel being returned to us without a refund.

How to request a return

Contact us at drcatherinecasey@gmail.com with your order number and the reason for your request. We’ll let you know if it’s approved and provide instructions for returning the product, where applicable.

Questions

Not finding what you’re looking for? Contact us.