Shipping policy
Shipping & Refund Policy
Last updated: 17/05/2026
Digital products at Northform Health are non-refundable once you've downloaded them. This is because once you've got the file, we can't take it back. We make this clear before you pay, and you confirm it as a condition of checkout.
How delivery works
The moment your payment is successful, you'll receive:
• An order confirmation email
• A separate download link email (usually within 1–2 minutes)
• Access through your customer account on this Site (if you created one at checkout)
You can download your files as many times as you need from any of these. The links don't expire.
Delivery time
Instant. Most customers have their files within 2 minutes of purchase. If you don't see the emails after 10 minutes, check your spam or junk folder — provider email systems sometimes filter automated download links there. Once you mark our emails as 'not spam', future emails arrive in your inbox normally.
If you don't receive your files
Three things to try, in order:
1. Check your spam, junk and 'promotions' folders.
2. Log into your customer account on the Site (if you created one at checkout) — your files are accessible there.
3. Email us at [your support email] with your order number. We resend within 2 business days, usually within a few hours.
Shipping costs
None. All prices on the Site are inclusive of delivery (because there is no delivery cost). GST is included where applicable for Australian customers.
International orders
Our products can be downloaded anywhere in the world with an internet connection. Australian GST is not charged on digital products purchased by overseas customers. Please note: our templates are written for Australian disability service providers and reference Australian NDIS Practice Standards, NDIS legislation and Australian Consumer Law. Customers outside Australia should adapt them to their local context — the underlying principles often translate, but the regulatory references are specific to Australia.
Lost or missing downloads
Your files remain accessible from your customer account at any time — there is no time limit on access. If you've lost the original download email and don't have an account, contact us and we'll resend the files. Keep your order confirmation email handy as it contains your order number.
Returns
Because nothing is physically shipped, there are no physical returns. For refund eligibility on digital products:
What you ARE entitled to
If a file is corrupted, won't open, or fails to download, contact us within 7 days of purchase and we'll send a replacement file or process a full refund at our discretion. Your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) are not affected by this policy — you're still entitled to remedies for products that don't match the description, aren't of acceptable quality, or aren't fit for purpose.
What you're NOT entitled to
A refund because you changed your mind. A refund because the template wasn't what you expected (please read each product page carefully before buying — the descriptions tell you exactly what's included). A refund because you bought a product that doesn't apply to your specific service (please match the product to your needs before checkout). A refund after you've downloaded and used the template — even if you've changed your mind.
Contact
Email: support@northformhealth.com.au