Customer services

General Delivery Terms and Conditions

We reserve the right to restrict deliveries in certain areas, and this includes the right to eliminate certain areas from our delivery schedule altogether.
In any event our liability to you will be limited to the price of goods not delivered and the cost of delivery.

Access and availability for delivery

We must be notified of any additional access required for delivery such as a building entry code or any other relevant and important information that will affect the delivery.

We take special care to endeavour that deliveries reach the purchaser; it is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery. We may ask that an appropriate person signs for the goods on delivery. If no one is at the address when the delivery is attempted the goods will be retained by the courier company . The courier company will leave notification of delivery and will telephone to attempt to rearrange the delivery or collect the delivery from the nearest collection depot at the cost of the purchaser.

Should you fail to be present for your delivery we are entitled to charge you the cost of delivery.

Please note adverse weather conditions or other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to in order to reschedule your delivery time and date. In any event our liability to you will be limited to the price of goods not delivered and the cost of delivery.

The courier companies we use will always attempt to make deliveries when an appropriate person is able to receive the delivery. In the event that you instruct us or the courier company leaves a delivery unattended at your address Bio Medical Diet expressly disclaims all liability which may arise by virtue of the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering and any contamination.

Leaving delivery with a neighbour

From time to time 3rd party couriers may leave the delivery with a neighbour . In the event the courier leaves the delivery with a neighbour we will not be liable for any loss of product or

Order and collect

Order and collect is available from selected locations . When you place your order you will have this option. Simply tick the box and we will provide the details of your nearest order and collect location. Some areas will not yet support order and collect. You will be notified by email or called regarding when and where your local order and collect service is available.

Delivery timing

Usually delivered within 5 working days 8am - 9pm*. Free delivery on orders over $250 in a single transaction. Orders containing bulky/heavy items or super heavy items are not available for free delivery. Please see details below.
* Some postcodes may have an extended delivery time.
Saturday - Usually delivered between 7am - 1pm*. *Not available to all postcodes.

Super heavy items (over 50kg) Orders contains super heavy items are not available for free delivery. Normally these items will be delivered to you within 5 working days, for some items you may be contacted by the supplier to arrange a convenient delivery date and time.

Deliveries are limited to one delivery per day per household.

The Christmas and New Year’s delivery period is from 1st December to 14 January inclusive. During this period you are able to book a maximum of 2 deliveries and Bio Medical Diet will not be liable for any delay in the delivery via 3rd party couriers.

Failed delivery collection

The purchaser is liable for any additional costs due to failed delivery attempt

Change of delivery address

You have the ability to change this address during the payment process feature on the website, and you must do so if the delivery address is not the same as the credit card billing address.

Substitute of Products

Products are subject to availability and prevailing market conditions. We may limit the quantities of goods (particularly goods on special offer) supplied to any one customer if in our opinion the quantity ordered jeopardises availability for other customers. In the event of non-availability of any goods you order, we may offer a reasonable substitute. This may affect the price you pay. You may reject any substitute item and we will refund the amount you have been charged for that substitute. It is our policy to identify any substitute items to you at the time of delivery and give you the opportunity to accept or reject the item at that time.

We will always try to supply you with the full quantity that you have ordered. In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly. You will not be charged for any incorrect goods or goods which you have not received. In any event, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.