Shipping & returns policy


Latest as of 26 October

International air services to the Philippines, India, Malaysia and Bhutan resumed on 25 October 2021. Services to Bangladesh, Indonesia, Myanmar, Kuwait, India, Malaysia and Philippines resumed on 18 October 2021.

Deliveries to Korea and Taiwan remain suspended until further notice due to an ongoing lack of air freight capacity. Items sent up to the suspension date (22 September) will be delivered, though delays should be expected.

Most Australian orders are usually delivered within 7-10 days. We work with Australia Post for our international shipping times below. A confirmation email with your shipment tracking details will be sent when goods have been dispatched

Country Standard parcel
Australia 7-10 business days
New Zealand 7-12 business days
Singapore 7-13 business days
Malaysia 7-13 business days
Thailand 10-20 business days
Indonesia 17-22 business days
Hong Kong 7-13 business days
South Korea 10-20 business days
Japan 8-20 business days
USA 10-20 business days
Canada 10-20 business days

We currently don’t ship to the U.K., Ireland and European Union. We ship to most countries except: Afghanistan, Angola, Algeria, Austria, Bahrain, Belarus, Belgium, Botswana, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Central African Republic, Chad, Chile, Congo, Republic of the Cote d’Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Ethiopia, Finland, France, Gabon, The Gambia, Germany, Ghana, Greece, Hungary, Iran, Iraq, Israel, Ireland, Italy, Jordan, Kazakhstan, Kenya, Kuwait, Latvia, Lithuania, Luxembourg, Lebanon, Lesotho, Liberia, Libya, Lord Howe Island, Macau, Malawi, Mali, Malta, Mauritania, Morrocco, Myanmar, Netherlands, Niger, Nigeria, Norfolk Islands, North Korea, Oman, Occupied Palestinian Territory, Poland, Portugal, Qatar, Romania, Russia, Rwanda, Saudi Arabia, Sierra Leone, Slovakia, Slovenia, Somalia, Spain, Sudan, Swaziland, Sweden, Syria, Tunisia, Togo, Uganda, United Arab Emirates, United Kingdom, Yemen, Zaire (Democratic Republic of Congo), Zambia, Zimbabwe.

International Orders & Customs Clearance

Pentavite offers its Australian range of products for shipment to most countries around the world. You are responsible for assuring that the product, or products, can be lawfully imported to the destination country. When ordering from Pentavite, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Orders that are shipped to countries outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. Additional charges for customs clearance must be borne by the recipient; Pentavite has no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country and region to region; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Where an order is returned to Pentavite by customs in a sellable condition, we will refund the amount less the shipping costs incurred by us to send the order to you in the first place.

Pentavite is also not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Pentavite, for delivery outside Australia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase.


All prices quoted on this website are in Australian Dollars ($AUD) inclusive of GST.

Refunds, Credits & Replacements and Cancellations Policy

All products bought through the Pentavite online store are covered by this Policy.  If you are a consumer residing in Australia, you may have other rights and remedies under the Australian Consumer Law (Cth).

“Us” means Pentavite Group Pty Ltd and its related parties.

“You” means the person who placed the order through the Pentavite online store.

Refunds, Credits & Replacements

Our products are manufactured to a high-quality standard, and We stand by the quality and claims we make on Our products.  Products purchased through our online store are eligible for refund, credit or replacement if the product is handled and used in accordance with its instructions, and any of the following occurs:

  • The product is not the product you ordered;
  • The product packaging or labelling is damaged, defective, contains incorrect information, is missing information or materials (including batch number, expiry date, spoon or desiccant etc.);
  • There is a degradation in quality or consistency of the product;
  • You experience an adverse reaction or event which can be directly attributed to the product or any of its ingredients;
  • Your medical practitioner has advised you not to consume the product;
  • You are not satisfied that the product is meeting the claims made;
  • The product is recalled; or
  • After a reasonable amount of time, the product has not been delivered to You.

To receive a refund, credit or replacement, You must contact Our Customer Service Centre on +61 3 9828 9400 or email within 10 business days of receiving Your order.  You may be asked to provide:proof of purchase to substantiate Your payment; and/or evidence to substantiate your request for a refund, credit or replacement.

If We are satisfied with your proof of purchase, We will forward You a reply-paid envelope with a claim request.  You are required to complete the claim request in full, noting whether you are seeking a refund, credit, or replacement, and return this request and the product in the reply-paid envelope.

For customers outside Australia, claim requests are processed based on proof of purchase plus other supporting purchase evidence to substantiate your request for a refund, credit or replacement.


A refund will be issued in accordance with Your instructions in the claim request.  The amount of the refund will be the purchase price and currency You paid as detailed on your order confirmation.  A refund will generally be issued within 10 business days from receipt by Us of the claim.  International refunds may take longer.


A credit will be noted in Our ordering system and will be applied against your next purchase upon receipt by Us of the claim.  The value of the credit applied will be the purchase price and currency You paid as detailed on your order confirmation.


A replacement product will be issued by Us upon receipt by Us of the claim.  This product will be the same as that detailed on your order confirmation.  You are not required to pay any difference if the price of the product increases.  We reserve the right to provide a replacement product of superior quality.  If a replacement is not available, We will contact you.

If You are unable to substantiate proof of purchase and/or evidence to support a claim (for example where the product has not been handled or used in accordance with its instructions), We will deny your claim and return the product to You.


We will not refund, credit or replace products purchased through our online store in the following circumstances:

  • You ‘change your mind’ after purchase;
  • You make an error in Your order; or
  • The product has passed its expiry date whilst in Your possession.


Dispatch time frames can vary, although orders are generally dispatched within 2 business days.  We will only accept the cancellation of an order where We receive a cancellation of that order from You prior to it being despatched.

All requests for cancellation of an order must be notified to Our Customer Service Centre on +61 3 9828 9400 or emailed to Notification of cancellation is deemed received when We receive notification from You.