FREIGHT-FREE ORDER MINIMUM

Your order may be eligible for freight-free shipping if it meets the following requirements.

Please note: Freight-free thresholds do not apply to international orders.

FREIGHT CHARGES

Freight charges only apply to orders that do not meet the minimum value for freight-free orders or for international orders.

• 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.
• Rener Health Products is WA-based, delivering nationwide.

COLLECTIONS

Collections Address: Rener Health Products Warehouse | 7-13 Bell Street, Canning Vale WA 6155

Collection Hours: 10:00 AM – 3:00 PM, Monday to Friday

Please see full details of our collection orders below:

• HOURS: Collection hours are Monday to Friday, 10:00 AM – 3:00 PM - Access is unavailable outside of these hours.
• PAYMENT: Orders must be paid for/on account at time of order.
• PARKING: Please park in the marked bays only and take care while navigating the car park.
• ERRORS: 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).
• DEADLINE: 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.

• Phone: (08) 9311 6800
• Toll-free phone: 1300 883 716

RETURNS:

Any approved RAN (return) products cannot be delivered to the warehouse – they must be delivered to our head office at:
Rener Health Products, 631 Karel Avenue, Jandakot WA 6164, Australia.

INTERNATIONAL ORDERS

International orders are made at your own risk. Please check the customs regulations in your country. International orders are required to be placed online via 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.

Customs Duties, Tariffs & Additional Charges
International orders may be subject to customs duties, tariffs, taxes, or other government-imposed charges, which are the responsibility of the customer unless otherwise stated. Where such charges are unknown at the time of purchase, we reserve the right to request a pre-payment prior to dispatch. Orders will not be released until payment has been received. Once final charges are confirmed, any overpayment will be refunded or any outstanding balance invoiced. Orders may be cancelled prior to dispatch should you choose not to proceed.

DELIVERIES & 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.