At HERO by Raiqa Health, your health and privacy come first. We partner with licensed Australian pharmacies to ensure every order is fulfilled securely, delivered discreetly, and handled with utmost care.

1. Order Fulfilment

• Once your online consultation is approved by a registered clinician, your prescription is forwarded to a licensed pharmacy for dispensing.

• Orders are typically processed within 1–3 business days from approval.

• You'll receive an email and/or SMS with dispatch confirmation and tracking information once your order is shipped.

• If your consultation is not approved, you will be notified and any payment made for that treatment will be refunded in full.

2. Shipping & Delivery

• HERO ships Australia-wide through trusted courier and postal partners.

• Standard delivery usually takes 2–7 business days, depending on your location.

• Delays may occur due to courier issues, product availability, or verification checks.

• HERO and its partners are not liable for delays caused by incorrect delivery information, unattended addresses, or external postal disruptions.

3. Cancellations

• Orders can be cancelled only before clinical approval or before the pharmacy begins processing the prescription by emailing support@raiqa.health.

• Once the medication has been dispensed or shipped, the order cannot be cancelled.

• Subscription plans (3-month or 6-month packages) can be cancelled after the initial 3-month commitment by emailing support@raiqa.health at least 7 days before the next billing cycle.

4. Returns & Replacements

Due to Australian healthcare and pharmacy laws, prescription medications cannot be returned or exchanged, even if unopened.

This policy ensures product safety and compliance with national regulations.

However, if your order arrives damaged, incorrect, or incomplete, contact us at support@raiqa.health within 3 days of receiving the parcel.

We'll review your case and, if eligible, arrange a replacement at no extra charge.

5. Refunds

Refunds are not available once a consultation has occurred or once medication has been dispensed.

Refunds are only provided in the following cases:

• The clinician declines your consultation or prescription.

• The ordered medication is unavailable and a suitable alternative cannot be offered.

• The order was lost in transit and confirmed undelivered after investigation.

Refunds (where approved) are processed within 7–10 business days via the original payment method.

6. Lost or Missing Deliveries

If you haven't received your package within 10 business days, please notify us at support@raiqa.health.

We will liaise with the courier and pharmacy to trace your shipment and may issue a replacement or refund if confirmed lost.

7. Address & Delivery Updates

• Address changes can only be made before dispatch.

• Once shipped, HERO cannot guarantee redirection or re-delivery to a different address.

• Please double-check your address details during checkout to avoid delays.

8. Contact

For any fulfilment, cancellation, or delivery-related issues, contact our support team: