The Institute of Men’s Health (hereafter referred to as IMH) recognises that your privacy in relation to any medical condition you may have is paramount. You should also be aware that the issue of privacy is regulated by the Federal Government under the National Privacy Principles. IMH takes this opportunity to advise you that the information we collect is necessary for the treatment of your condition and wish to ensure you that we endeavor to maintain a high level of confidentiality. IMH’s Privacy Procedure is as follows:

1. We have established a system that as far as reasonably possible, endeavours to ensure your privacy whilst in the care of our staff and our associated medical practitioners, persons and/or bodies.
2. Personal information provided to IMH may include full medical and some family history, contact details, health insurance, financial account(s) and Medicare details. The information will normally be collected directly from you. Where it is necessary to obtain information from third party sources (i.e. pathology providers), your approval will be sought.
3. Our staff, clinical coordinators, medical practitioners and all other associated staff within IMH, will collect the information. Some of this personal information will be used for processing payments and contacting you about new treatments and any issues affecting your prescribed treatment.
4. We will keep your patient history, treatment records and other material relevant to your treatment. You may inspect or request copies of your treatment records at a time convenient to yourself and IMH. Should you want copies or a written summary or details of the information on record, a fee may apply in processing the request. There are some circumstances where access can be denied. All such requests must be in writing.
5. If any of the information we have about you is inaccurate, you may ask us to correct/alter the records accordingly.
6. IMH may be required to disclose some of your health information to other healthcare professionals such as specialists or healthcare providers like radiology, pathology providers etc. This will occur only upon your consent. However, please be aware that there are regulations concerning notifiable diseases where disclosure is mandatory to health authorities.
7. We may use de-personalised elements of your health record for research purposes, in study groups or at seminars as this may provide benefit to other patients. Should that happen, your personal identity will not be disclosed unless you consent otherwise.
8. Your agreement is required to have your privacy information passed between the companies involved in providing you with treatment. These are IMH, the doctors and pharmacists.
9. Your health information will otherwise be treated with confidentiality on an ongoing basis. We otherwise ensure that only authorised staff has access to your medical records.

Customer Service Policy

Customer service is important to us, we do not want clients, we want raving fans!  We want your shopping experience to be fast, friendly and most importantly secure.

Our on-line shop front is operated by The Institute of Men’s Health (hereafter to be referred to as IMH).

Privacy Policy

IMH is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders and to personalise your experience with us; that's all.

IMH uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items or treatments in your shopping cart. Cookies sent to your computer from IMH only last while you’re browsing our website.

We do not store persistent cookies on your computer.

Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Security Policy

When purchasing from IMH your financial details are passed through our secure server using the latest 128-bit SSL (secure sockets layer) encryption technology and it is again encrypted using encryption algorithm which is at least 64-bit. 128-bit SSL encryption is approximated to take at least one trillion, trillion years to break.

If you have any questions regarding our privacy policy, please contact our customer support centre; This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Pricing Policy

The medical and pharmaceutical industries are carefully monitored by our staff to provide our customers with the latest, competitive prices. All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax) as of 1st July 2000.

Total cost of the goods or services offered are inclusive of the appropriate shipping and handling charges for delivery to Australian addresses.

Product prices are dynamically updated by our in house purchasing system when price changes are received from our suppliers. IMH is committed to providing the best value for our clients.  In the unlikely event that you find a cheaper advertised price somewhere else, email or phone us with the details of the supplier together with prices of the product required and we will endeavour to provide you with a more competitive price.

Shipping and Delivery Policy

Orders can be delivered Australia wide and New Zealand only, and will be dispatched by Australia Post or International Express Post.  For overseas deliveries, please contact IMH with your enquiry, since legislation in your country may not permit receipt of these goods or treatments.

Delivery costs are included in the total price of the goods.

Delivery is normally within 5 business days, if we are unable to fulfil an order within this time period we will contact you within 2 business days to arrange an alternative delivery schedule or a refund.

Warranty & Returns Policy

Our returns and warranty policy is listed below. Please read this carefully before purchasing from IMH:

Returning Product for Service or Replacement

• An RA (Return Authorisation) number must be obtained from our customer support department before any goods are returned.
• The RA number must be clearly written on the shipping label and a copy of the original invoice must be supplied whenever possible. Click here to view your past orders and to print your invoices.
• Warranty on all equipment will be the manufacturer’s warranty and at the manufacturers discretion.
• It is your responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. You must not write on or attach labels to the product being returned.
• We accept no responsibility for returned goods lost in transit. It is your responsibility to insure them.
• We will not accept goods sent to us as receiver pays or without a clearly marked RA number.
• If an RA number can't be identified IMH will be unable to accept delivery of the returned goods.
• An RA number does not guarantee credit, repair or replacement. It is simply an authorisation to return goods to us.

Returning Product for Credit

• An RA (Return Authorisation) number must be obtained from our customer service department before any goods are returned.
• Products are non-refundable once opened.
• Please check the specifications and compatibility of the goods or treatment being ordered to ensure they are what you require as we do not supply goods or treatment on a trial basis.
• We do not refund or credit for incorrect choice.
• Items that are being returned for credit MUST be unopened in their original undamaged/unmarked packaging, and will incur a restocking fee of a minimum of 10%. NO credit is available for any freight paid.
• No goods will be accepted for refund or credit after 7 days from the date of invoice.

General Conditions

• RA's are valid for 7 days only, any item sent after the seven days will not be accepted by our returns department.
• We reserve the right to refuse any returns that: - 
o are incomplete or missing parts; or
o are not returned in their original packaging,
o show signs of physical damage to the product or its packaging.
o do not include a valid Return Authorisation Number on the shipping label.
o have an expired Return Authorisation Number.
• If you receive a product that appears to have been "Damaged in Transit" - that is, damaged in transit from us to you - you should:-  
o refuse to accept delivery of the product,
o direct the courier to "Return goods to sender" and
o notify our Customer Service staff immediately
• Events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return or warranty repair or replacement.