Shipping & returns
Most Australian orders are usually delivered within 7-10 days. We work with Australia Post for our international shipping times below. A confirmation email with your shipment tracking details will be sent when goods have been dispatched.
|New Zealand||6-12 business days|
|Japan||8-20 business days|
|South Korea||10-20 business days|
|Singapore||7-13 business days|
|Hong Kong, China||7-13 business days|
|Indonesia||17-22 business days|
|Malaysia||7-17 business days|
|Thailand||10-20 business days|
|USA||10-20 business days|
|Canada||10-20 business days|
We currently don't ship to the U.K., Ireland and European Union.
We ship to most countries except: Afghanistan, Angola, Algeria, Austria, Bahrain, Belarus, Belgium, Botswana, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Central African Republic, Chad, Chile, Congo, Republic of the Cote d'Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Ethiopia, Finland, France, Gabon, The Gambia, Germany, Ghana, Greece, Hungary, Iran, Iraq, Israel, Ireland, Italy, Jordan, Kazakhstan, Kenya, Kuwait, Latvia, Lithuania, Luxembourg, Lebanon, Lesotho, Liberia, Libya, Lord Howe Island, Macau, Malawi, Mali, Malta, Mauritania, Morrocco, Myanmar, Netherlands, Niger, Nigeria, Norfolk Islands, North Korea, Oman, Occupied Palestinian Territory, Poland, Portugal, Qatar, Romania, Russia, Rwanda, Saudi Arabia, Sierra Leone, Slovakia, Slovenia, Somalia, Spain, Sudan, Swaziland, Sweden, Syria, Tunisia, Togo, Uganda, United Arab Emirates, United Kingdom, Yemen, Zaire (Democratic Republic of Congo), Zambia, Zimbabwe.
International Orders & Customs Clearance
Pentavite offers its Australian range of products for shipment to most countries around the world. You are responsible for assuring that the product, or products, can be lawfully imported to the destination country. When ordering from Pentavite, the recipient is the importer of record and must comply with all laws and regulations of the destination country.
Orders that are shipped to countries outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. Additional charges for customs clearance must be borne by the recipient; Pentavite has no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country and region to region; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Where an order is returned to Pentavite by customs in a sellable condition, we will refund the amount less the shipping costs incurred by us to send the order to you in the first place.
Pentavite is also not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Pentavite, for delivery outside Australia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase.
Replacements, Refunds & Cancellations Policy
All products bought through the Pentavite online store are covered by this Policy. If you are a consumer residing in Australia, our products come with guarantees (“Consumer Guarantees”) that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
“Us” means Pentavite Group Pty Ltd and its related parties.
“You” means the person who placed the order through the Pentavite online store.
Replacements & Refunds
Our products are manufactured to a high-quality standard, and We stand by the quality and claims we make on Our products. In addition to the Consumer Guarantees referred to above, products purchased through our online store are eligible for refund or replacement if the product is handled and used in accordance with its instructions, where any of the following occurs:
- The product is not the product You ordered;
- The product packaging or labelling is damaged, defective, contains incorrect information, is missing information or materials (including batch number, expiry date, spoon or desiccant etc.);
- There is a degradation in quality or consistency of the product;
- You experience an adverse reaction or event which can be directly attributed to the product or any of its ingredients;
- Your medical practitioner has advised you not to consume the product;
- The product is recalled; or
- After a reasonable amount of time, the product has not been delivered to You.
To receive a refund or replacement, You must contact Our Customer Service Centre on +61 3 9828 9400 or email firstname.lastname@example.org within 10 business days of receiving Your order. You may be asked to provide:
- proof of purchase to substantiate Your payment; and/or
- evidence to substantiate your request for a refund or replacement.
If We are satisfied with your proof of purchase, We will provide a refund or replacement as deemed appropriate. We reserve the right to deny your claim if You are unable to substantiate proof of purchase and/or evidence to support a claim (for example, where the product has not been handled or used in accordance with its instructions).
For customers outside Australia, claim requests are processed based on proof of purchase plus other supporting purchase evidence to substantiate your request for a refund or replacement.
Products purchased via other platforms and sellers are not covered by this policy. Consumers should contact the respective seller(s) accordingly.
Should the claim relate to a product originally purchased in Australia and then taken to another country, replacement can only be arranged if provided with an Australian address.
A refund will be issued in accordance with Your instructions in the claim request. The amount of the refund will be the purchase price and currency You paid as detailed on your order confirmation. A refund will generally be issued within 10 business days from receipt by Us of the claim. International refunds may take longer.
A replacement product will be issued by Us upon receipt by Us of the claim. This product will be the same as that detailed on your order confirmation. You are not required to pay any difference if the price of the product increases. We reserve the right to provide a replacement product of superior quality. If a replacement of the same product is not available, We will contact you.
We will not refund or replace products purchased through our online store in the following circumstances:
- You ‘change your mind’ after purchase;
- You made an error in Your order;
- The product has degraded in quality due to improper storage conditions; or
- The product has passed its expiry date whilst in Your possession
Dispatch time frames can vary, although orders are generally dispatched within 2 business days. We will only accept the cancellation of an order where We receive a cancellation of that order from You prior to it being dispatched.
All requests for cancellation of an order must be notified to Our Customer Service Centre on +61 3 9828 9400 or emailed to email@example.com.