1. Terms and Conditions

1.1 About these Terms

These Terms and Conditions apply when you access or use the TBMH-PGx website at pgx.tbmh.org.au and when you order a TBMH-PGx pharmacogenomic testing kit through the website.

The website and TBMH-PGx service are operated by Thompson Brain and Mind Healthcare , trading as Brain & Mind Hub Sunshine Coast and/or TBMH (TBMH, we, us, our).

Business details
Legal entity: Thompson Brain and Mind Healthcare Ltd
Trading name: Brain & Mind Hub Sunshine Coast
ABN: 25 658 798 933
Postal address: PO Box 1544, Sunshine Plaza QLD 4558
Phone: +61 7 5220 8793
Email: pgx@tbmh.org.au

By using the website or placing an order, you agree to these Terms, our Refunds and Returns Policy, our Shipping Policy, our PGx Consent Policy and our Privacy Policy.

If you are ordering on behalf of another person, you confirm that you have authority to do so and that you will ensure the client or their authorised decision-maker receives and understands the relevant information, consent material and privacy information.

1.2 Important clinical disclaimer

TBMH-PGx is a pharmacogenomic testing service. Pharmacogenomic testing may help a qualified clinician understand how genetic factors may affect a person’s response to certain medicines.

The information on this website and any TBMH-PGx report is provided for educational and clinical decision-support purposes only. It is not a diagnosis, prescription, treatment plan or substitute for medical advice.

You must not start, stop, increase, decrease or otherwise change any medication based only on website information, an order confirmation, a test kit, or a pharmacogenomic report. Medication decisions must be made with a qualified treating clinician who can consider your full clinical history, current medicines, allergies, adverse effects, pathology, comorbidities, renal or hepatic function, pregnancy status where relevant, treatment goals and other clinical factors.

Pharmacogenomic results do not guarantee that a medicine will be effective, safe or free from side effects. Many non-genetic factors can influence medication response.

TBMH is not an emergency or crisis service. If you need urgent medical help, call 000 or attend the nearest emergency department. For mental health crisis support in Australia, contact Lifeline on 13 11 14 or another appropriate crisis service.

1.3 The TBMH-PGx service

The TBMH-PGx service may include some or all of the following, depending on the product ordered and the process available at the time:

• access to educational information about pharmacogenomics;
• an online order and payment process;
• dispatch of a buccal swab or saliva collection kit to an Australian address;
• instructions for collecting and returning a biological sample;
• clinical intake and informed consent processes after purchase;
• laboratory processing by an Australian laboratory engaged for the relevant test;
• generation of a pharmacogenomic report; and
• delivery or availability of results to the client’s treating clinician and/or through a TBMH-approved clinical pathway.

Unless expressly stated otherwise, TBMH-PGx does not include a general medical consultation, prescribing service, medication review, crisis support, insurance advice, Medicare claiming service or private health insurance claiming service.

An optional TBMH clinician consultation may be offered for an additional fee. Any optional consultation fee will be disclosed before that consultation is booked or provided.

1.4 Eligibility

You may order a TBMH-PGx test only if:

• you are located in Australia or have an Australian delivery address accepted by our checkout;
• you provide accurate order, contact, client and shipping information;
• you are at least 18 years old, or you are a parent, legal guardian or otherwise authorised decision-maker for the client;
• the client completes the required clinical intake and consent process before testing proceeds;
• the client provides a sample that is suitable for laboratory processing; and
• the order is not prohibited by law, clinical requirements, laboratory requirements or these Terms.

We may refuse, cancel or pause an order where we reasonably believe that:

• the order information is incomplete, inaccurate, fraudulent or unauthorised;
• the client has not provided/ valid consent;
• the test is not clinically appropriate through the available pathway;
• the sample cannot be processed;
• the order would breach applicable law, requirements of the laboratory sample analysis or professional obligations;
• payment is declined, reversed or suspected to be fraudulent; or
• the customer is misusing the website or service.

Where we cancel an order, we will apply our Refunds and Returns Policy and any rights you have under Australian Consumer Law.

1.5 Ordering process

The website checkout collects your personal information to verify payment and shipping details. Clinical intake, client information, consent, medication history and other health details may be collected separately after the order is placed.

Payment for a kit does not, by itself, constitute informed consent for genetic testing. Testing will not proceed until the required consent and onboarding steps are completed through the process nominated by TBMH. The Privacy Policy is provided separately and should be linked before checkout together with these Terms.

After an order is placed, TBMH may contact the client using the email address, phone number or shipping details provided at checkout. You are responsible for ensuring those details are accurate and monitored.

An order is accepted only when we confirm acceptance or dispatch the kit. An automated order confirmation means we have received your order request; it does not mean the test has been completed or that testing will necessarily proceed.

1.6 Price, GST, payment and receipts

The price for the TBMH-PGx test is shown on the website and at checkout. The current website states a price of $197 AUD, GST Inclusive for the essential kit, with GST added at checkout where applicable. Prices may change from time to time; clients are encouraged to check our PGx website for the cost of the testing prior to deciding if to proceed with ordering the kit.

Before payment, the checkout must show the total amount payable, including GST, outbound postage, prepaid return postage, any card or payment surcharges, and any other mandatory fees.

Payment is processed through Stripe or another payment provider nominated by TBMH. We do not store full card details on our website. Stripe or the relevant payment provider may process payment information under its own terms and privacy policy.

If a payment surcharge applies, it will be disclosed before payment and must not exceed the permitted cost of accepting that payment method.

A receipt or tax invoice will be issued for orders as required by law. Please contact pgx@tbmh.org.au if you require further information about your purchase.

1.7 Medicare and private health insurance rebates

The website may contain information about Medicare or private health insurance rebates. Rebate arrangements can change and may depend on the client, fund, policy, provider, item number, referral pathway, service description and date of service.

TBMH does not guarantee that any Medicare, private health insurance or other third-party rebate will be available. Unless TBMH expressly offers a claiming service in writing, you are responsible for checking rebate eligibility with Medicare, your private health insurer or other relevant payer before ordering.

A refusal by Medicare, a private health insurer or another payer to provide a rebate does not automatically entitle you to a refund, except where required by Australian Consumer Law or our Refunds and Returns Policy.

1.8 Shipping and delivery

Shipping is governed by our Shipping Policy. We currently ship only to Australian addresses accepted by our checkout unless TBMH agrees otherwise in writing.

Delivery timeframes are estimates only. We are not responsible for delays caused by incorrect customer details, postal or courier delays, public holidays, extreme weather, natural disasters, service disruptions, customs or biosecurity restrictions, or events outside our reasonable control.

You must follow all kit instructions for sample collection, packaging and return shipping. Failure to follow the instructions may result in sample failure, delay or the need for recollection.

1.9 Sample collection and return

The kit is intended for use by the named client only. You must not share, transfer, resell or reuse a kit with another individual.

You are responsible for:

• checking that the kit details are correct;
• reading and following the collection instructions;
• ensuring the sample is collected from the correct client;
• labelling the sample correctly, if required;
• returning the sample promptly using the nominated return process; and
• contacting TBMH if the kit is lost, damaged, incomplete or unclear.

If the sample is not returned within the timeframe stated in the kit instructions or related communications, testing may be delayed, cancelled or require a new kit. This may incur additional fees and will be advised if/when a new kit is to be issued.

1.10 Laboratory testing

TBMH-PGx samples are currently intended to be processed by Genomics for Life, a NATA-accredited Australian molecular pathology laboratory, or another appropriately accredited or authorised laboratory if required for lawful, clinical, operational or quality reasons.

Laboratory processing is subject to laboratory acceptance criteria, sample quality, chain-of-custody requirements, assay limitations, quality control, regulatory requirements and operational capacity.

A sample may fail or be rejected if it is insufficient, contaminated, incorrectly collected, incorrectly labelled, damaged, delayed in transit, inconsistent with documentation, or otherwise unsuitable for testing.

Where a sample fails, our Refunds and Returns Policy explains when a replacement kit, recollection or refund may be available.

1.11 Turnaround times

Any turnaround time stated on the website, including a typical 2-3 week timeframe from sample receipt, is an estimate only.

Turnaround may be affected by postal transit times, sample quality, laboratory workload, quality control, repeat testing, public holidays, clinician availability, missing information, consent delays, or technical issues.

We will use reasonable efforts to progress valid orders within the stated or expected timeframe, but we do not guarantee a specific delivery or reporting date unless we expressly agree in writing.

1.12 Results and reports

Pharmacogenomic reports are intended to be interpreted by a qualified clinician in the context of the client’s full clinical circumstances.

Reports are sent to the client’s nominated GP or other nominated treating clinician. Reports may also be made available to the TBMH clinical team, client or authorised representative where permitted by the consent process, clinical pathway, privacy requirements and applicable law.

The report may include information about gene-drug pairs, predicted metaboliser status, clinical guidance references, medication considerations and other interpretation notes. Report content depends on the panel ordered, laboratory methodology and interpretation resources available at the time.

Pharmacogenomic knowledge, clinical guidelines, gene-drug evidence and medication labelling can change. A report reflects interpretation at the time it is issued and may not include future evidence or future guideline changes.

The test may not detect every genetic variant relevant to medication response. A normal or non-actionable result does not mean that all medicines are safe or suitable for the client.

1.13 Consent, withdrawal and minors

The client, or their authorised decision-maker, must complete the TBMH-PGx consent process before testing proceeds.

This product is strictly for person’s over the age of 18, the person giving consent must confirm they are competent or the authorised decision-maker and that they have legal authority to consent. Where appropriate, the client’s assent should also be sought.

A client may withdraw consent before the sample is processed by contacting TBMH in writing at pgx@tbmh.org.au. Once a sample has been processed, results already generated and any records lawfully created will remain in the clinical or laboratory record in accordance with legal, professional, accreditation and clinical recordkeeping obligations.

Optional research use, data linkage, recontact and incidental findings choices will be handled through separate consent options and should not be treated as a condition of purchasing the test unless legally and ethically appropriate.

1.14 Privacy, health information and genetic information

TBMH may collect and handle personal information, health information and genetic information in connection with the website and TBMH-PGx service.

This information may include name, contact details, date of birth, shipping details, payment status, treating clinician details, medication history, clinical information, biological sample information, genetic information, report information and support communications.

Our handling of personal information is explained in our Privacy Policy, PGx Consent Policy and any collection notice provided during ordering, clinical intake or consent.

By placing an order, you acknowledge that TBMH and its service providers may need to collect, use and disclose relevant information for purposes including order processing, shipping, payment, identity matching, consent management, sample processing, laboratory testing, report generation, clinical communication, recordkeeping, quality assurance, safety, legal compliance and customer support.

Genetic and health information is sensitive. TBMH will handle this information in accordance with applicable privacy, health records, professional and legal obligations.

1.15 Third-party providers

The nominated laboratory for the current TBMH-PGx pathway is Genomics for Life, a NATA-accredited laboratory. Laboratory arrangements may change where required for lawful, clinical, operational or quality reasons.

The TBMH-PGx service may involve third-party providers, including payment processors, postal or courier providers, laboratories, IT providers, clinical systems, insurers where authorised, and treating clinicians.

By engaging in our services, you acknowledge that we will use third party providers. We are not responsible for information contained on third party websites, systems or services. The third party may apply its own terms and have their own privacy policy that we encourage you to review prior to purchase.

1.16 Customer responsibilities

You must:

• provide accurate, complete and current information;
• keep your contact details up to date;
• follow all kit and sample instructions;
• ensure the sample is collected from the correct client;
• complete required consent and onboarding steps promptly;
• seek medical advice from a qualified clinician before making medication decisions;
• use the website and service lawfully; and
• not misuse, interfere with, copy, scrape, reverse engineer, resell or disrupt the website or service.

You must not provide false information, order a test for another person without authority, attempt to submit another person’s sample without authority, or use TBMH-PGx for any unlawful, fraudulent or abusive purpose.

1.17 Website information and third-party links

We aim to keep website information accurate and current. The website may contain errors, omissions or information that becomes outdated. We regularly review the content on our website and will make reasonable changes to ensure information is accurate and up to date to the best of our ability.

The website may link to external resources such as clinical guidelines, research databases, professional bodies or third-party services. Those links are provided for convenience and educational context only. We do not control and are not responsible for third-party content.

1.18 Intellectual property

Unless otherwise stated, the website, text, design, graphics, logos, educational material, layout and other content are owned by or licensed to TBMH.

You may view and download website material for personal, non-commercial use related to understanding or using TBMH-PGx. You must not copy, modify, publish, distribute, sell, commercially exploit or create derivative works from website content without our written permission, except as permitted by law.

Clinical guidelines and third-party resources referenced on the website remain the property of their respective owners.

1.19 Marketing communications

We may send transactional communications about your order, kit, consent, sample, results process, customer support or service updates. Transactional communications should not include promotional content unless the communication also complies with all applicable marketing communication requirements.

We will only send marketing communications where we have consent or are otherwise permitted by law. Marketing emails or messages will identify the sender and provide a functional unsubscribe or opt-out method where required. Any marketing communication must comply with our Privacy Policy and the Australian Privacy Principles.

1.20 Refunds, cancellations and failed samples

Refunds, cancellations, returns, failed samples and replacement kits are governed by our Refunds and Returns Policy.

Nothing in these Terms or our Refunds and Returns Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

1.21 Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law that cannot be excluded, restricted or modified.

Where we are permitted by law to limit our liability, our liability is limited, at our option, to resupplying the relevant goods or services, paying the cost of resupply, replacing the goods, repairing the goods, or refunding the price paid for the relevant goods or services.

1.22 Limitation of liability

To the maximum extent permitted by law, TBMH is not liable for indirect, consequential, incidental, special or punitive loss, loss of profit, loss of opportunity, loss of data, or loss arising from a customer’s failure to follow instructions or obtain clinical advice.

This limitation does not apply to liability that cannot be excluded or limited by law, including liability under Australian Consumer Law, privacy law, health records law, professional obligations, or liability arising from fraud, wilful misconduct or gross negligence where such liability cannot be limited.

1.23 Force majeure

We are not liable for delay or failure to perform an obligation where the delay or failure is caused by events outside our reasonable control, including natural disasters, severe weather, public health emergencies, postal or courier disruption, laboratory disruption, cyber incident, industrial action, government action, supply shortage, utility failure or telecommunications failure.

1.24 Changes to the service or these Terms

We may update the website, service, prices, clinical pathways, laboratory arrangements, policies and these Terms from time to time.

The Terms that apply to your order are the Terms published or provided at the time your order is accepted, unless a change is required by law or is beneficial to you.

1.25 Complaints and support

For order, payment, shipping, privacy, consent or service questions, contact:

TBMH-PGx
Email: pgx@tbmh.org.au
Phone: +61 7 5220 8793
Post: PO Box 1544, Sunshine Plaza QLD 4558

If you have a complaint about our services, you may submit a complaint form via https://pgx.tbmh.org.au/support#contact. We will resolve all complaints within 14 days of receiving them, or provide you an update of your complaint within 14 days. If you are not satisfied with how we have managed your complaint, you may contact:

Health Ombudsmen

For complaints pertaining to consumer rights, you may contact the Australian Competition and Consumer Commission

For both agencies, provide their phone number and website.

1.26 Governing law

These Terms are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland and the Commonwealth of Australia.

2. Refunds and Returns Policy

2.1 About this policy

This Refunds and Returns Policy explains how TBMH-PGx handles cancellations, refunds, replacement kits, failed samples and returns for pharmacogenomic testing kits ordered through pgx.tbmh.org.au.

This policy should be read together with our Terms and Conditions, Shipping Policy, PGx Consent Policy and Privacy Policy.

Nothing in this policy excludes, restricts or modifies any rights or remedies you have under Australian Consumer Law or any other law that cannot be excluded, restricted or modified.

2.2 Summary

Because TBMH-PGx involves a physical kit, biological sample, clinical consent process, laboratory testing and generation of health information, refund availability depends on the stage of the order.

As a general guide:

2.3 Australian Consumer Law rights

You are entitled to the benefit of consumer guarantees under Australian Consumer Law. These rights cannot be removed by this policy.

If goods or services do not meet a consumer guarantee, you may be entitled to a remedy, such as repair, replacement, resupply, refund, cancellation or compensation, depending on the circumstances and whether the failure is major or minor.

Examples may include a kit that is not of acceptable quality, does not match its description, is not fit for the stated purpose, or services not provided with due care and skill or within a reasonable time where no timeframe was agreed.

We will not refuse a remedy simply because a kit has been opened or because a stated change-of-mind period has passed, where Australian Consumer Law requires a remedy.

2.4 How to request a cancellation, refund or replacement

To request a cancellation, refund, replacement kit or return authorisation, contact TBMH-PGx as soon as possible:

Email: pgx@tbmh.org.au
Phone: +61 7 5220 8793

Please include:

• your full name;
• client name, if different;
• order number, if available;
• best contact details;
• reason for the request;
• whether the kit has been dispatched, received, opened, used or returned; and
• photos of any damaged, incomplete or incorrect kit, where relevant.

We may need to verify your identity and order details before discussing the order or issuing a remedy.

2.5 Cancellations before dispatch

If you contact us before the kit has been dispatched, we will usually cancel the order and provide a full refund.

Because dispatch may occur soon after payment, cancellation before dispatch is not guaranteed unless we receive and process your request before the kit leaves our control.

2.6 Cancellations after dispatch but before sample return

Once the kit has been dispatched, TBMH does not provide change-of-mind refunds, unless required by Australian Consumer Law or approved by TBMH in its discretion.

For hygiene, privacy, chain-of-custody and biological sample integrity reasons, dispatched kits cannot be returned for resale or reuse.

If you decide not to proceed after receiving a kit, contact TBMH for instructions. We may ask you to destroy or return the unused kit using instructions we provide. Do not send biological samples or personal health material to TBMH unless instructed.

This section does not limit any remedy you may have under Australian Consumer Law, including where the kit or service fails to meet a consumer guarantee.

2.7 Cancellations after sample return or laboratory receipt

Once the sample has been posted back, received by the laboratory, accessioned, processed or queued for processing, some costs may be unrecoverable.

A refund will generally not be available once laboratory processing has started, except where required by Australian Consumer Law or where TBMH determines that a refund or partial refund is appropriate.

If a report has already been generated, a refund will generally not be available except where required by law.

2.8 Failure to complete consent or clinical onboarding

Payment at checkout is not informed consent for genetic testing. Testing will not proceed until valid consent and required onboarding steps are completed.

If the client does not complete consent or onboarding, TBMH may contact the customer or client to assist. If consent or onboarding remains incomplete after reasonable follow-up, TBMH may cancel the order.

If consent or onboarding is not completed after the kit has been dispatched, no change-of-mind refund is available, unless required by Australian Consumer Law or approved by TBMH in its discretion.

If TBMH determines that testing cannot proceed for clinical, legal, consent or operational reasons outside the customer’s control, TBMH will consider a fair remedy, which may include a refund, replacement kit, deferred test or alternative pathway.

2.9 Damaged, incomplete, incorrect or lost kits

TBMH will make all reasonable attempt to ensure the kit that you order is complete, correct and ready to be used for when you receive it.

Contact us promptly if your kit:

• arrives damaged;
• is missing components;
• appears tampered with;
• has incorrect client or order details;
• is delivered to the wrong address due to TBMH
• id delivered to the wrong address due to courier carrier error; or
• does not arrive within a reasonable time after dispatch.

If the issue is confirmed and is not caused by incorrect customer information or misuse, the client is to take a photo of the misuse and send it ti pgx.tbmh.org.au as evidence before TBMH determines a replacement kit at no cost or another remedy is required by Australian Consumer Law.

If the kit is lost because the customer provided an incorrect or incomplete delivery address, a replacement kit may require payment of additional postage and kit costs.

2.10 Failed or rejected samples

A sample may fail or be rejected if it is insufficient, contaminated, incorrectly collected, incorrectly labelled, damaged, delayed, inconsistent with documentation, or otherwise unsuitable for testing.

If sample failure appears to be caused by a kit defect, laboratory issue, transport issue outside the customer’s control, or another issue within TBMH’s responsibility, we will arrange a replacement kit or recollection at no additional cost.

If sample failure appears to be caused by customer error, failure to follow instructions, incorrect labelling, delayed return, sample mix-up, or use by the wrong person, we may offer a replacement kit or recollection for an additional fee.

If repeated samples fail, TBMH will discuss alternative options, cancellation or a partial refund depending on the circumstances and any applicable legal requirements.

2.11 Change of mind

We are not required to provide a refund for change of mind where the goods and services comply with Australian Consumer Law.

However, we may choose to provide a full or partial refund, credit or deferred test where the request is made early and before significant unrecoverable costs have been incurred.

Any discretionary change-of-mind remedy is assessed case by case and does not limit your statutory rights.

2.12 Client error or non-return

Refunds are generally not available after kit dispatch where testing cannot be completed because the customer or client:

• provided incorrect information;
• provided an incorrect shipping address;
• failed to collect the sample correctly;
• used the kit for the wrong person;
• failed to return the sample within the required timeframe;
• failed to complete consent or onboarding after reasonable follow-up;
• did not read or follow kit instructions; or
• changed their mind after the kit was dispatched.

This does not limit any rights you may have under Australian Consumer Law.

2.13 Shipping charges and payment processing fees

Where a refund is provided before dispatch, we will refund the full amount paid minus any reasonable costs to meet the request.

Where a refund is provided after dispatch, we may deduct reasonable unrecoverable shipping, kit, payment processing and administration costs, unless Australian Consumer Law requires otherwise.

If an order included a payment surcharge, the surcharge will be refunded where required by law or where the underlying payment is fully refunded and the surcharge is recoverable.

2.14 How refunds are paid

Approved refunds will be returned to the original payment method used at checkout.

Refund processing times depend on Stripe, your bank, card issuer or payment provider. TBMH cannot control bank processing times after a refund has been submitted.

We may require additional information before issuing a refund, particularly if the original payment method is unavailable or where identity verification is required.

2.15 Returns and disposal of kits

Because PGx kits involve health information, biological sample materials and chain-of-custody issues, do not return a kit or sample unless TBMH instructs you to do so.

Unused kits must not be resold, transferred or used by another person.

If we ask you to dispose of a kit, remove or destroy personal information first where safe and practical, and dispose of components according to the instructions provided.

2.16 Complaints

If you are not satisfied with our response to a refund or replacement request, contact us at pgx@tbmh.org.au and ask for the matter to be reviewed.

You may also have rights to contact the relevant consumer protection agency or other regulator depending on the nature of the complaint.

3. Shipping Policy

3.1 About this policy

This Shipping Policy explains how TBMH-PGx ships pharmacogenomic testing kits and how customers return samples for laboratory processing.

This policy should be read together with our Terms and Conditions, Refunds and Returns Policy, PGx Consent Policy and Privacy Policy.

3.2 Where we ship

TBMH-PGx currently ships to Australian addresses accepted by our checkout.

We do not offer routine international shipping through the website. International orders, overseas sample returns, or use of the kit outside Australia may be refused unless TBMH agrees in writing and all legal, clinical, customs, biosecurity, laboratory and privacy requirements can be met.

We may refuse or cancel an order if the delivery address is incomplete, appears invalid, is outside our shipping area, or is otherwise unsuitable for a biological sample collection pathway.

3.3 Delivery address requirements

You must provide a complete and accurate delivery address at checkout, including:

• recipient name;
• street address, (no PO box or parcel address is accepted)
• suburb or town;
• state or territory;
• postcode;
• phone number; and
• email address.

If you provide incorrect or incomplete shipping details, your kit may be delayed, lost or returned. Additional postage, kit or administration costs may apply if we need to resend a kit because of customer error.

Contact pgx@tbmh.org.au immediately if your address is wrong. We can only change the shipping address if the kit has not yet been dispatched.

3.4 Dispatch timing

We aim to dispatch kits within 2 business days after order acceptance, unless otherwise stated.

Dispatch may be delayed if:

• payment is not confirmed;
• order details are incomplete;
• the delivery address requires verification;
• stock is unavailable;
• clinical or consent workflow requirements need clarification;
• there is a public holiday or service disruption; or
• we need to contact you before dispatch.

We will use reasonable efforts to notify you of significant delays.

3.5 Delivery timeframes

Delivery timeframes depend on the postal or courier provider, destination and service conditions.

Estimated delivery within Australia is 5 business days after dispatch, but this is not guaranteed.

Regional, rural and remote areas may take longer. Public holidays, extreme weather, natural disasters, carrier disruption and other events outside our control may also delay delivery.

3.6 Shipping costs

Australian shipping and prepaid return postage are included in the current TBMH-PGx kit price, unless the checkout states otherwise.

Any additional shipping charges, if applicable, will be shown at checkout before payment.

3.7 Tracking

Where tracking is available, we may provide tracking details by email or another appropriate communication method.

Not all shipping or return pathways may include detailed tracking. If you have not received your kit within the expected timeframe, contact pgx@tbmh.org.au.

3.8 Receiving your kit

When your kit arrives, check that:

• the package is addressed correctly;
• the package is not visibly damaged or tampered with;
• the kit includes the expected components;
• the instructions are included or accessible; and
• any client or order details appear correct.

Do not use the kit if it is damaged, incomplete, appears tampered with, has incorrect details, or you are unsure how to proceed. Contact TBMH-PGx for instructions.

3.9 Sample collection

Read all instructions before collecting the sample.

The sample must be collected from the named client only. The kit must not be used by another person.

Follow all instructions about eating, drinking, brushing teeth, smoking, vaping, timing, swabbing, sealing, labelling and packaging. Incorrect collection may cause sample failure or delay.

3.10 Returning your sample

Return the sample as soon as practical after collection using the return packaging or process provided with the kit.

Do not use ordinary envelopes or alternative packaging unless TBMH instructs you to do so. The return packaging is intended to support sample integrity, privacy and transport requirements.

The sample should be posted back within 3 days of customer delivery, or within any other timeframe stated in the kit instructions.

Late return may cause sample degradation, processing delay or sample rejection.

3.11 Return postage

Prepaid return postage is included with the current TBMH-PGx kit. Use only the return label, satchel or return process supplied with the kit.

If the return label or satchel is lost, contact TBMH before returning the sample.

TBMH is not responsible for samples sent using an unapproved return method unless required by law.

3.12 Lost, delayed or damaged returns

Contact TBMH-PGx if:

• your returned sample tracking does not update;
• the sample appears lost in transit;
• the return packaging is damaged;
• you posted the sample incorrectly; or
• you have not received confirmation within a reasonable time.

If a sample is lost or damaged in return transit through no fault of the customer, we will usually arrange a replacement kit or recollection at no additional cost.

If a sample is lost or damaged because the customer used the wrong packaging, wrong return address, wrong postage, delayed posting, or failed to follow instructions, a replacement kit may require an additional fee.

3.13 Laboratory receipt and reporting timeframe

The website may state a typical reporting timeframe of 2-3 weeks from sample receipt. This timeframe starts when the sample is received and accepted by Genomics for Life or another nominated laboratory, not when the order is placed or when the kit is dispatched.

Reporting may take longer if:

• the sample is delayed in transit;
• the sample requires repeat processing;
• quality control review is needed;
• information or consent is missing;
• the laboratory is experiencing high demand;
• public holidays apply; or
• clinician review or report delivery requires additional time.

3.14 Incorrect address, failed delivery or unclaimed package

If a kit is returned to TBMH because of an incorrect address, failed delivery, refusal, or failure to collect from a post office or parcel point, we may contact you to arrange redelivery.

Additional postage, kit or administration costs may apply if the failed delivery was caused by customer error or non-collection.

If we cannot contact you after reasonable attempts, we may cancel the order and apply our Refunds and Returns Policy.

3.15 Biosecurity, customs and transport restrictions

International shipment of biological samples is strictly prohibited unless conducted through an approved and compliant pathway.

Biological materials are subject to stringent biosecurity, customs, transport, laboratory, and legal requirements, which vary by jurisdiction. Failure to adhere to approved procedures may result in regulatory non-compliance.

Samples that are sent outside authorised channels may be delayed, rejected, seized, destroyed, or rendered unsuitable for analysis. The organisation accepts no responsibility for outcomes associated with unauthorised shipment.

All shipments must comply with applicable local and international regulations and be arranged only through approved methods and authorised carriers

3.16 Support

For shipping, delivery or sample return questions, contact:

TBMH-PGx
Email: pgx@tbmh.org.au
Phone: +61 7 5220 8793
Post: PO Box 1544, Sunshine Plaza QLD 4558