Terms of Service
Last updated: 29/09/26
These Terms of Service apply when you use this website, browse the online shop, purchase retail products, submit an enquiry, arrange local collection, or otherwise interact with Wide Bay Apothecary.
By using this website or placing an order, you agree to these Terms of Service. Please read them carefully before purchasing.
These terms should be read together with our Privacy Policy, Shipping & Returns information, and any product-specific information displayed at checkout or on individual product pages.
1. About Wide Bay Apothecary
Wide Bay Apothecary is a practitioner-led online retail shop based in Kilkivan, Queensland.
At this stage, Wide Bay Apothecary offers a selected retail range of natural health, wellness, pantry, body care, bath, and household products. This may include supplements, herbal teas, probiotics, collagen, bone broth concentrates, natural body care, soaps, bath products, household products, and other ready-to-purchase items.
Online naturopathic consultations, personalised prescribing, practitioner-dispensed supplements, prescription refills, and custom liquid herbal dispensing are planned for a later stage but are not currently available unless expressly stated on this website.
Retail products purchased through the shop are general retail products. They do not include individual naturopathic assessment, personalised prescribing, clinical advice, diagnosis, treatment planning, or follow-up care.
2. Business details
Wide Bay Apothecary
Legal entity: Riane Harrich trading as Wide Bay Apothecary
ABN: 0 701 039 178
Business location: Kilkivan, Queensland, Australia
Contact: hello@widebayapothecary.com.au
Wide Bay Apothecary operates online. There is no walk-in clinic, retail shopfront, or drop-in service.
3. Website information
Information on this website is provided for general product, educational, retail, and service information purposes only.
Website content is not a substitute for individual naturopathic, medical, pharmaceutical, nutritional, veterinary, emergency, or other professional advice.
Information on this website does not create a practitioner-client relationship. Purchasing a retail product does not make you a naturopathic client of Wide Bay Apothecary and does not include individualised health advice.
Product information may include general descriptions, ingredient details, supplier information, traditional use information, label directions, or general wellness context. This information is not intended to diagnose, treat, cure, or prevent any disease unless expressly permitted under applicable law and product labelling.
4. Not an emergency or urgent care service
Wide Bay Apothecary does not provide emergency, crisis, urgent, or real-time medical care.
Do not use this website, email, contact forms, product orders, order notes, or retail enquiries for urgent symptoms or emergency situations.
For urgent or emergency concerns, contact 000, your GP, an urgent care clinic, your pharmacist, Poisons Information, or your nearest emergency department as appropriate.
5. Retail products and general suitability
Retail products available through the Wide Bay Apothecary online shop are selected for general retail purchase.
These products are not individually prescribed to you and are not selected after reviewing your personal health history, medications, pregnancy or breastfeeding status, diagnoses, allergies, sensitivities, diet, symptoms, pathology results, or treatment goals.
Before purchasing or using any supplement, herbal product, tea, topical product, bath product, or wellness product, you are responsible for deciding whether it is suitable for your circumstances.
Please seek appropriate professional advice before purchasing or using a product if you:
are pregnant, breastfeeding, trying to conceive, or purchasing for someone who is;
are purchasing for a baby, child, teenager, older person, or medically vulnerable person;
take prescription medication, over-the-counter medication, supplements, or herbs;
have a diagnosed medical condition;
have allergies, sensitivities, intolerances, or previous adverse reactions;
are scheduled for surgery or medical treatment;
are unsure whether a product is appropriate for you.
6. Supplements, herbal products, and therapeutic goods
Some supplements, herbal preparations, vitamins, minerals, probiotics, and other health products may be therapeutic goods, listed medicines, complementary medicines, foods, cosmetics, or other regulated product types depending on their ingredients, claims, presentation, and intended use.
Where a product is supplied as a listed medicine, complementary medicine, supplement, food, cosmetic, or household product, you must use it only according to the product label, warnings, directions, and any instructions supplied with the product.
Unless expressly stated, Wide Bay Apothecary does not independently manufacture the branded supplements or health products sold through the retail shop.
Product descriptions may include information supplied by manufacturers, distributors, or product labels. While reasonable care is taken to present product information accurately, product formulations, labels, ingredients, warnings, and availability may change from time to time.
Always check the product label before use, even if you have purchased the product before.
7. Natural body care, soaps, bath products, and topical products
Natural body care products, soaps, tallow-based products, bath products, raw bath milk, and other topical products are for external use only unless expressly stated otherwise.
Raw bath milk and bath products are not sold for drinking, ingestion, infant feeding, food use, or internal use.
Patch testing is recommended before using topical products, particularly if you have sensitive skin, eczema, allergies, fragrance sensitivity, or a history of reactions to skincare or natural products.
Discontinue use and seek appropriate advice if irritation, rash, discomfort, worsening symptoms, or an adverse reaction occurs.
8. Household products
Household products are supplied for ordinary household use only and must be used according to the product label and directions.
You are responsible for checking whether a household product is suitable for your home, surfaces, appliances, septic system, greywater system, pets, children, allergies, sensitivities, and intended use.
Wide Bay Apothecary is not responsible for damage caused by misuse, incorrect dilution, use on unsuitable surfaces, failure to follow label directions, or use contrary to manufacturer instructions.
9. Product availability
Product availability may change without notice.
A product displayed on the website may become unavailable, discontinued, delayed, restricted, recalled, or removed from sale.
If you place an order for a product that is unavailable, Wide Bay Apothecary may contact you to arrange a refund, substitution, backorder, partial shipment, or cancellation of the affected item.
Wide Bay Apothecary is not required to supply a product that is unavailable, incorrectly listed, unlawfully supplied, subject to recall, affected by a supplier issue, or otherwise unsuitable for sale.
10. Orders and order acceptance
When you place an order through the website, you are making an offer to purchase the selected products.
You will usually receive an order confirmation email after your order is placed. This confirms that your order has been received. It does not prevent Wide Bay Apothecary from cancelling or correcting an order where necessary.
Wide Bay Apothecary may cancel, decline, or refund an order where:
a product is unavailable;
there has been a pricing, stock, product, or website error;
payment has not been received or has been reversed;
the order appears fraudulent, abusive, unsafe, or inappropriate;
the product cannot lawfully or safely be supplied;
the shipping address is incomplete, incorrect, or outside the available delivery area;
a product has been recalled or withdrawn;
fulfilment is not practical due to circumstances outside our reasonable control.
If an order is cancelled after payment has been received, a refund will be issued for the cancelled item or order, unless another lawful arrangement is agreed.
11. Customer information
You agree to provide accurate, complete, and current information when placing an order or submitting an enquiry.
This includes your name, email address, phone number where requested, billing details, shipping address, local collection details, and any information needed to process your order.
Wide Bay Apothecary is not responsible for delays, failed delivery, returned parcels, missed collection, or additional costs caused by incorrect, incomplete, or outdated information provided by you.
If you notice an error in your order or delivery information, contact Wide Bay Apothecary as soon as possible. Changes cannot always be made once an order has been packed, dispatched, or prepared for collection.
12. Prices
All prices are listed in Australian dollars.
Prices are displayed inclusive of GST where GST applies, unless otherwise stated.
Product prices do not include postage, delivery, or optional local collection charges unless expressly stated. Any postage or applicable delivery charges will be shown at checkout before you confirm your order.
Prices may change without notice. The price charged will usually be the price displayed at the time your order is placed, subject to correction of obvious errors.
Wide Bay Apothecary may correct pricing errors, product description errors, stock errors, or checkout errors. If an error affects an order you have already placed, you will be contacted and given an appropriate option, such as paying the corrected price, choosing an alternative product, or receiving a refund for the affected item.
13. Payment
Payment is required at the time of ordering unless otherwise stated.
Orders are not packed, posted, or made available for collection until payment has been received.
Payments may be processed through third-party payment providers such as Stripe, Squarespace Payments, PayPal, Afterpay, or another provider used by Wide Bay Apothecary.
Third-party payment providers may have their own terms, fees, privacy policies, refund processing times, fraud checks, and security processes.
Wide Bay Apothecary does not usually receive or store full credit card numbers.
14. Discount codes and promotions
Discount codes, sales, promotional offers, bundles, or free-shipping offers may be subject to additional conditions.
Promotions may be limited by date, product, stock availability, order value, customer type, or other stated conditions.
Unless expressly stated, discount codes cannot be applied retrospectively after an order has been placed.
Wide Bay Apothecary may withdraw, correct, or refuse a promotion where there has been an error, misuse, fraud, or unintended application.
15. Shipping within Australia
Wide Bay Apothecary ships retail products within Australia where shipping is available for the product and location.
Orders are packed and posted after payment has been received.
Orders are usually prepared for dispatch Monday to Friday, excluding public holidays, closure periods, supplier delays, and circumstances outside our reasonable control.
You will receive confirmation once your order has been placed, and tracking details will be provided once your order has been dispatched where tracking is available.
Delivery timeframes are estimates only. Delivery may be affected by postal delays, public holidays, weather events, natural disasters, regional service limitations, carrier delays, incorrect delivery details, failed delivery attempts, or other issues outside Wide Bay Apothecary’s direct control.
16. Shipping charges
Postage costs will be shown at checkout before payment is required.
You will be able to review shipping costs before confirming your order.
If a shipping error occurs at checkout, or if an order requires special handling, Wide Bay Apothecary may contact you before dispatch to confirm the correct postage cost or arrange an alternative option.
17. Incorrect address, returned parcels, and failed delivery
Please make sure your shipping address is correct before completing your order.
If a parcel is returned due to an incorrect address, incomplete address, failed delivery, non-collection from a postal outlet, refusal of delivery, or other issue not caused by Wide Bay Apothecary, we will contact you to arrange re-delivery, refund, or another suitable option.
Additional postage costs may apply for re-delivery.
Original postage costs may not be refundable where postage has already been purchased or the parcel has already been dispatched, except where required by law.
18. Delivery delays, missing parcels, and carrier issues
Once an order has been handed to the postal carrier, delivery timing is outside Wide Bay Apothecary’s direct control.
If your parcel is delayed, please use the tracking details provided. You may also contact Wide Bay Apothecary for help checking the status of your order.
If a parcel appears lost, missing, incorrectly delivered, or significantly delayed, Wide Bay Apothecary will assess the matter and may assist with carrier enquiries where appropriate.
Nothing in this section limits any rights you may have under Australian Consumer Law.
19. Packaging
Orders are packed carefully and securely before dispatch.
Fragile, liquid, glass, topical, or heat-sensitive products are packaged with reasonable care to reduce the risk of leakage, breakage, contamination, or damage during transit.
Please contact Wide Bay Apothecary promptly if your parcel arrives damaged, leaking, open, contaminated, incorrectly packed, or otherwise affected.
20. Damaged, leaking, incorrect, or affected orders
If your order arrives damaged, leaking, incorrect, missing an item, contaminated, unsafe, or otherwise affected, please contact Wide Bay Apothecary promptly with your order number and clear photos where relevant.
Please keep the product, packaging, parcel, labels, and any damaged items until the issue has been assessed.
Do not use a product that appears damaged, contaminated, incorrectly labelled, tampered with, leaking, or not as expected.
Where a product issue is confirmed, Wide Bay Apothecary will assess the matter and provide an appropriate remedy where required.
21. Local collection
Local collection may be available by arrangement for customers who are able to collect from the Wide Bay Apothecary collection location in Kilkivan, Queensland.
Local collection is offered at Wide Bay Apothecary’s discretion. It is not guaranteed and may not be available for every order, product, customer, day, weather condition, or circumstance.
Wide Bay Apothecary does not operate as a walk-in shopfront. Please do not attend the property unless a collection time has been confirmed.
Local collection is only available after your order has been finalised, payment has been received, and a collection time has been arranged.
22. How local collection works
If you choose local collection, we’ll contact you after your purchase to arrange a suitable collection time and provide the collection details.
You are responsible for collecting your order at the agreed time and following the collection instructions provided.
23. Missed local collection
Orders must be collected at the agreed collection time.
If you are unable to collect at the agreed time, please let Wide Bay Apothecary know so that a new collection time or postage can be arranged where available.
If your order is not collected, Wide Bay Apothecary will contact you to arrange a new collection time or postage where available.
If postage is required because an order was not collected at the agreed time, postage costs are your responsibility unless otherwise agreed.
24. Temperature-sensitive collection
Some products should not be left in heat, direct sunlight, humidity, or a vehicle after collection.
Once you have collected your order, you are responsible for storing products according to label directions and protecting them from heat, sunlight, moisture, contamination, pets, children, and other unsuitable conditions.
25. Returns and refunds
Wide Bay Apothecary does not accept returns or provide refunds for change of mind.
This includes situations where you:
no longer want the product;
ordered the wrong item;
found the product cheaper elsewhere;
decided you do not like the product;
no longer have a use for the product;
changed your mind after ordering;
purchased a product without checking whether it was suitable for you.
Due to hygiene, safety, quality, and product integrity reasons, returns are generally not accepted for opened, used, partially used, unsealed, heat-exposed, perishable, bath, body care, supplement, herbal, food, probiotic, liquid, or personal-use products unless required by law.
Nothing in these Terms of Service excludes, restricts, or modifies any rights you have under Australian Consumer Law or any other law that cannot be excluded.
26. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You may be entitled to a repair, replacement, refund, cancellation, or other remedy where a product fails to meet a consumer guarantee.
This may include where a product is faulty, unsafe, not of acceptable quality, not fit for a disclosed purpose, not as described, or materially different from a sample or representation.
Where you believe there is a problem with a product, please contact Wide Bay Apothecary promptly with your order details, a description of the issue, and clear photos where relevant.
Wide Bay Apothecary will assess the issue and provide a remedy where required by law.
Consumer guarantees do not apply where the problem was caused by misuse, failure to follow directions, failure to store the product correctly, accidental damage, ordinary wear and tear, or a change of mind.
27. Product storage and use after delivery or collection
You are responsible for storing and using products correctly after delivery or collection.
This includes following all label directions, storage instructions, expiry dates, best-before dates, warnings, dosage directions, age restrictions, patch testing recommendations, refrigeration requirements, and manufacturer instructions.
Wide Bay Apothecary is not responsible for product deterioration, spoilage, contamination, reaction, damage, reduced quality, or unsuitability caused by incorrect storage, heat exposure, leaving products in vehicles, failure to refrigerate where required, misuse, sharing products with others, using products after expiry, or using products contrary to label directions.
This does not limit any rights you may have under Australian Consumer Law.
28. Product recalls and safety issues
If Wide Bay Apothecary becomes aware of a product recall, safety issue, contamination concern, labelling error, supplier issue, or other product matter that may affect customers, reasonable steps will be taken to respond appropriately.
This may include contacting affected customers where possible, removing affected products from sale, following supplier or regulator instructions, arranging return or disposal of affected stock, or providing remedies where required.
You agree to stop using a product and contact Wide Bay Apothecary promptly if you become aware of a serious product concern, adverse reaction, contamination issue, incorrect label, or safety problem.
For urgent health symptoms or serious adverse reactions, seek medical advice promptly.
29. Product outcomes and health claims
Individual responses to supplements, herbal products, foods, topical products, and wellness products vary.
Wide Bay Apothecary does not guarantee a particular health outcome, symptom improvement, cosmetic result, wellbeing result, diagnosis, cure, prevention, or timeframe for improvement.
Product information is provided for general information only and should be considered alongside the product label and appropriate professional advice.
30. Future consultations and services
Wide Bay Apothecary may refer on this website to future online naturopathic consultations, personalised prescribing, practitioner-only products, prescription refills, custom liquid herbal formulas, or other services planned for a later stage.
These services are not currently available unless expressly stated on this website.
Information about future services is provided for general information only and does not create an obligation to offer those services by a particular date.
When these services become available, separate booking terms, consent forms, intake requirements, consultation policies, prescribing terms, cancellation terms, privacy processes, and refund conditions may apply.
31. No practitioner-client relationship from retail purchases
Purchasing a retail product does not create a practitioner-client relationship with Wide Bay Apothecary.
Retail purchases do not include:
review of your health history;
assessment of symptoms;
checking medication interactions;
personalised dosing;
individual treatment advice;
diagnosis;
pathology interpretation;
treatment planning;
follow-up care;
monitoring of outcomes;
prescription or practitioner-only product supply.
Where individual advice is needed, you should seek advice from an appropriately qualified health professional.
32. Email and contact forms
Wide Bay Apothecary may communicate by email or contact form for enquiries, order updates, product questions, shipping issues, local collection instructions, refunds, returns, and administrative matters.
Email and website messages may not be secure or immediate.
Please do not send urgent medical concerns, sensitive health information, emergency requests, or time-critical matters through the contact form.
Enquiries are reviewed during business hours where practicable. Response times are not guaranteed.
33. Business hours
Business hours are generally Monday to Friday, 9:00am to 5:00pm Queensland time, unless otherwise stated or updated.
Orders, emails, forms, or enquiries received outside business hours may be treated as received on the next business day.
Wide Bay Apothecary may pack orders, complete administration, or reply outside these times at its discretion, but is not required to do so.
34. Third-party platforms
Wide Bay Apothecary may use third-party platforms and service providers for website hosting, ecommerce, payments, email communication, order management, analytics, shipping, accounting, customer support, and related business functions.
These providers may have their own terms, privacy practices, security measures, outages, processing times, and service limitations.
While reasonable care is taken when choosing and using third-party services, Wide Bay Apothecary is not responsible for disruptions, outages, delays, data issues, payment issues, or technical problems caused by third-party providers, except where required by law.
35. Privacy
Wide Bay Apothecary collects and handles personal information to operate the website, process orders, respond to enquiries, manage payments, arrange shipping, organise local collection, manage refunds and returns, meet legal obligations, and communicate with customers.
Personal information is handled in accordance with the Privacy Policy.
By using this website, placing an order, submitting an enquiry, or arranging collection, you agree to provide the information reasonably required for those purposes.
36. Website accounts
Where website accounts are available, you are responsible for keeping your login details secure.
You must not share your account access, use another person’s account, or provide false information.
Wide Bay Apothecary may suspend or restrict access to accounts where there is suspected misuse, fraud, unauthorised access, abusive behaviour, non-payment, or breach of these terms.
37. Intellectual property
All website content, copy, product descriptions, photographs, graphics, branding, logos, downloadable materials, forms, blog content, educational content, and other materials provided by Wide Bay Apothecary remain the intellectual property of Wide Bay Apothecary or the relevant rights holder unless otherwise stated.
You may view and use website content for personal, non-commercial purposes.
You must not copy, reproduce, distribute, publish, scrape, sell, adapt, or use Wide Bay Apothecary content for commercial purposes without written permission.
38. Website use
You agree not to misuse this website.
You must not:
interfere with website operation;
attempt unauthorised access;
submit false, misleading, abusive, or unlawful information;
use the website for fraudulent purposes;
copy website content unlawfully;
upload malicious code;
attempt to bypass security features;
use the website in a way that may harm Wide Bay Apothecary, customers, service providers, or other users.
Wide Bay Apothecary may restrict, suspend, cancel, or refuse access to the website, products, orders, local collection, or communication channels where conduct is abusive, fraudulent, unsafe, unlawful, unreasonable, or in breach of these terms.
39. Refusal of service
Wide Bay Apothecary may refuse, cancel, or limit an order or service where reasonably necessary.
This may include where:
a product is unavailable;
the order appears fraudulent or unsafe;
the customer has provided false or incomplete information;
the customer has engaged in abusive or threatening communication;
payment has failed or been reversed;
the product cannot be lawfully or safely supplied;
repeated boundary breaches or misuse have occurred;
supply is not practical due to circumstances outside Wide Bay Apothecary’s control.
Where an order is refused or cancelled after payment has been received, a refund will be provided where appropriate and required.
40. Limitation of liability
To the maximum extent permitted by law, Wide Bay Apothecary is not liable for loss, damage, injury, delay, reaction, misuse, indirect loss, consequential loss, loss of profit, loss of opportunity, or other harm arising from use of this website or products, except where liability cannot be excluded under Australian Consumer Law or another applicable law.
Nothing in these terms excludes, restricts, or modifies any consumer guarantee, statutory right, or legal remedy that cannot be excluded.
Where liability can lawfully be limited, Wide Bay Apothecary’s liability is limited to the resupply of the product, replacement of the product, refund of the product price, or another remedy permitted by law.
41. Circumstances outside our control
Wide Bay Apothecary is not responsible for delays or failure to perform obligations caused by events outside reasonable control.
This may include postal delays, carrier disruptions, supplier shortages, natural disasters, severe weather, illness, public holidays, technology outages, payment platform issues, government restrictions, regulatory changes, product recalls, or other unexpected events.
Where such an event affects an order, Wide Bay Apothecary will take reasonable steps to communicate with affected customers and arrange an appropriate outcome.
42. Changes to these terms
Wide Bay Apothecary may update these Terms of Service from time to time.
The version published on this website at the time of your order will generally apply to that order, unless a change is required by law, safety, recall, regulatory requirement, operational necessity, or another valid reason.
The current version will be published on this website with the date of last update.
43. Severability
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining sections will continue to apply to the extent permitted by law.
44. Governing law
These terms are governed by the laws of Queensland, Australia.
By using this website or placing an order, you agree that any dispute will be handled under the laws of Queensland, Australia, subject to any rights you may have under Australian Consumer Law or other applicable legislation.
45. Contact
For questions about these Terms of Service, an order, product issue, refund, return, shipping, or local collection, please contact Wide Bay Apothecary through the contact form on this website.
Please do not use the contact form for urgent medical concerns or emergencies.