Shipping and Returns


New Zealand Clients enjoy complimentary shipping via DHL Express.

For all orders, a signature is required upon delivery. If you, or someone receiving the order on your behalf, will not be available to sign at your nominated address between 9am - 5pm on a local business day, please provide an alternate address that we can deliver to (i.e. work address or PO Box). 

If no one is available to sign for the delivery, a calling card will be left by the post/courier service, and you will need to collect your order from the nearest post office. Should the order be returned to us, you may be charged for re-delivery. 

Orders delivered outside of Australia may be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case-by-case basis by your government at the point of entry to your country. In accordance with Australian export regulations, we are required to declare the exact value and description of all items included in the order.


RATIONALE offers a 100 per cent money-back satisfaction guarantee as part of our order return policy. You will have 30 days from date of purchase to return your RATIONALE order for a full refund or exchange.  Proof of purchase must be provided when returning any formulation(s). Returned items will be refunded using the same method that was used to make payment. It may take RATIONALE up to four business days to process the refund, and a further four business days for your financial institution to process the refund. 

International Clients are responsible for their own return shipping cost, however, will be refunded their original shipping costs when the order is received by our warehouse. 

Return Process 

Clients can request a return either by contacting the location where the purchase was originally made, or by contacting RATIONALE Customer Service on 1800 350 821.  

Proof of Purchase 

We will accept a tax invoice from your online order, a printed receipt, an EFTPOS receipt, or a bank statement as proof of purchase. 

Contact Us 

For online returns, Clients can contact RATIONALE Customer Service on 1800 350 821 or fill out our Order Return Request Form. Online Clients can find a copy of their original invoice via their online account. 

RATIONALE Flagship Clients should contact the Flagship location where their purchase was originally made.  

Clients who purchased their formulations from a RATIONALE Medical Stockist are required to contact the Clinic where their purchase was originally made.