Last updated: 21st May 2026
Entity: Prickly Health Pty Ltd ("Prickly", "we", "us", or "our")
Jurisdiction: Victoria, Australia (Operating as a National Service)
This Fulfilment, Shipping & Returns Policy forms part of the broader Prickly Terms & Conditions. All services and products supplied by Prickly are subject to consumer guarantees under the Australian Consumer Law (ACL) which cannot be excluded.
Orders for Prickly at-home STI specimen collection equipment and related treatments are restricted to valid residential or business addresses within Australia only. Our partner dispensing facilities and pharmacies aim to process, pack, and dispatch your order within 1 to 5 business days following the clinical approval of your online medical triage.
Estimated delivery timeframes are provided by Australia Post at checkout. While we target prompt dispatch, all delivery timeframes are estimates only and are subject to regional carrier variations and network capacity.
Upon dispatch from our partner facility, a unique tracking number will be issued to your registered email address. It is the patient's responsibility to track their delivery via the official Australia Post tracking portal to ensure safe receipt.
To preserve patient privacy and ensure the secure delivery of medical items, all parcels are dispatched via secure courier networks or Australia Post services that require Signature on Delivery.
If no authorized individual is present to sign for the parcel at the designated address, the courier will card the item. The parcel will be securely held at your local designated Australia Post Depot or Post Office for collection as indicated on the card or via your digital MyPost notifications. Parcels containing clinical items must not be left unattended at properties under 'Authority to Leave' arrangements.
Prickly acts diligently to investigate delivery anomalies. If a parcel is delayed or lost in transit, an official investigation must be opened with Australia Post. While carrier frameworks allow up to three (3) months for formal tracking resolutions, Prickly recognizes the time-sensitive nature of sexual health diagnostics.
If your specimen collection equipment is confirmed lost by the carrier or remains undelivered past a reasonable statutory period, Prickly will arrange a priority replacement of the collection equipment to ensure your access to care is not compromised.
Prickly may offer products and services on an automatically renewing subscription basis. By enrolling, you authorize recurring billing at the intervals specified during checkout until your treatment plan concludes or is formally cancelled. All listed prices are inclusive of GST and standard shipping costs where applicable.
Subscription Cancellations: You may cancel an active subscription at any time through your Prickly account dashboard or by submitting a written request to our support team. Cancellations will halt future billing periods, strictly subject to the Refund Cutoff Time detailed below.
Except as mandated under the Australian Consumer Law, refunds cannot be issued for orders that have already entered the dispatch queue or have left our partner facilities.
The Refund Cutoff Time: To stop an upcoming subscription order from processing, you must submit your cancellation by 11:59 PM (AEST/AEDT) the day before your scheduled renewal date. Cancellations processed after this time will take effect from the subsequent billing cycle, and the current order will be fulfilled.
Clinical & Administrative Triage Fees: The fee associated with your initial online medical questionnaire covers immediate digital record creation, technological processing, and clinical triage labor. Consequently, this fee is non-refundable once the clinical review process has commenced, irrespective of whether a specific treatment is prescribed or indicated.
Authorized Refund Conditions: Refunds after the Cutoff Time will only be issued if:
All approved refunds are programmatically restricted to the original payment method utilized at checkout.
Subject to your immutable rights under the Australian Consumer Law regarding faulty goods, Prickly does not accept returns of specimen collection equipment or medications for change-of-mind reasons.
Our partner pathology networks and pharmacies operate under strict federal clinical governance, public health codes, and quality assurance frameworks. These laws mandate that all diagnostic materials and pharmaceuticals be kept under certified, climate-controlled storage conditions. Once a shipment leaves our custody, its structural and thermal integrity cannot be verified. To prevent contamination risks and guarantee patient safety, returned goods can never be re-used or re-dispensed, and are destroyed.
Damaged, Defective, or Faulty Items: If your specimen collection equipment arrives damaged, is missing components, or fails to function as intended, do not use it. Contact our support team immediately at hello@prickly.health. We will assess the defect and provide a priority replacement or refund in compliance with our ACL obligations.
In the event that our partner pathology laboratory deems a returned patient specimen "invalid," "insufficient," or otherwise unsuitable for diagnostic analysis, Prickly will initiate a clinical recall.
To ensure clinical safety and accuracy, the patient will be required to participate in a telehealth consultation with one of our clinical partners to review the collection protocol. Following the successful completion of this clinical review, Prickly will organize and dispatch a replacement set of specimen collection equipment to the patient at no additional cost.
Please Note: Prickly reserves the right to limit the provision of complimentary replacement equipment if systemic or deliberate non-compliance with written specimen collection instructions is identified.
For assistance with delivery issues, account management, or policy clarifications, please contact:
Email: hello@prickly.health
© Prickly Health Pty Ltd · ABN 26 686 380 156