kindly note that bulk item orders may incur additional freight charges, however we will contact you to confirm if this is the case.

**Please note that PO Boxes, RMB’s, Locked Bags, Parcel Lockers, Parcel Collect and Express Post orders will be dispatched via Australia Post. Delivery times via Australia Post are variable and in accordance with Australia Post – if you have not received your order within a reasonable timeframe, please do not hesitate to contact us or raise a claim with Australia Post directly**

International Orders

International orders are required to be placed online on MyRener. We are unable to accept any international returns in exchange for credits or refunds under any circumstances. No refunds will be provided if your parcel is lost or damaged in transit, undergoes quarantine or product removal by customs, or goes missing once delivered. Please note that we are not permitted to send any product containing alcohol (ie: herbal extracts/homeopathic preparations) internationally.

International orders are made at your own risk. Please check the customs regulations in your country. The payment of customs duties and taxes are to be paid by the receiver. Refusal of payment may result in the parcel being sent back to us. We are unable to accept returns in exchange for credits or refunds under any circumstances.

Deliveries and Authority to Leave (ATL)

Please be aware that orders sent with ‘special delivery details’ are difficult to adhere to – please keep delivery instructions short and concise. If your delivery address is unattended at the time of delivery, a card will be placed in your letterbox with instructions to follow for the collection of your parcel. Should the courier not hear from you within a reasonable timeframe, your order will be returned back to Rener Health Products. In these cases, we will make every effort to contact you, however failing two attempts, your order will be returned to stock and the above returns policy charges will be applied to your account. Please note if you have given authority to leave (ATL), you accept full responsibility and risk for the parcel once the parcel has been delivered accordingly. Kindly note the same policy applies for all drop ship and patient online orders.

Collections

Our Rener Health Products Warehouse address is: 7-13 Bell Street, Canning Vale WA

• We require a minimum of 2 hours’ notice to prepare your collection order – first of the day orders will be ready from 10.30am and last of the day orders need to be submitted by 1pm for same day collection.
• Collection Service Hours: 8.30am to 3pm Monday – Friday. Doors will be locked outside of these hours.
• Orders must be paid for/on account at time of order – we can no longer accommodate a payment on collection option.
• Please Park in the marked bays only and take care while navigating the car park.
• If we have made any product errors regarding your order, our warehouse staff will fix on the spot. However, if there has been a customer error, the customer will need to place a new MyRener order/call head office directly to rectify - kindly note that 2-hours’ notice will apply to any new product orders (warehouse staff will not be able to rectify customer product errors on the spot).
• Any approved RAN (return) products cannot be delivered to the warehouse – they must be delivered to our head office at Building B, Tenancy #2 Ground Floor, 631 Karel Avenue, Jandakot WA 6164, Australia.

Please continue contact head office for any questions about your account, invoices or orders.

Collection orders are required to be collected within 5 business days. Please be aware that we are generally unable to offer further timeframe flexibility; kindly ensure you have completed orders with us in a manner that does not disrupt your business. After 5 business days, we will attempt to contact you for collection of your order, however we reserve the right to charge a cancellation fee per our Order Cancellation policy.