REFUND & RETURNS POLICY
Our Refund & Returns Policy lasts 30 days from the date of purchase. For online orders, this is extended to 30 days from the date the order was received.
SECTION 1
– Orders
Deliveries will be with Australia Post at STD road freight only or via a Courier service. All attempts will be made to ship items in original packaging. Natural Products Australia does not insure goods in transit unless pre-paid for by the purchaser.
SECTION 2
– Delivery times
Orders are usually dispatched within 2-7 business days. If for any reason we are unable to dispatch your order, we will notify you. Delivery dates are approximate only, they do not constitute a guarantee of delivery or delivery by such date. Natural Products Australia is not liable for any loss resulting from late delivery. No specific delivery times can be made. Any redelivery, or redirection of parcels will incur additional charges.
Please include a telephone number, delivery address, email address and contact person for enhanced courier delivery.
SECTION 3
– Order tracking
You will receive an email containing your order confirmation, tracking and collection details.
SECTION 4
– Returns policy
Returns will be accepted for any faulty goods only. Returns are not accepted for a “change of mind”.
SECTION 5
– How to return an item
To return an item for any reason, please notify us by emailing [email protected] quoting your order number or the name the order was purchased under. We will be in touch with you with 48 hours during the business week.
Once we have contacted you, send your item to:
Natural Products Australia
Returns Department
Unit 5, 178 Chuter Avenue
Sans Souci NSW 2219
For peace of mind, we would recommend using a traceable shipping service like Parcel Post or Express Post to track your items return.
– How to initiate a return request:
- Contact customer service to analyse your request and ensure it is fit and proper for a refund.
- On approval of refund, a refund authorisation number will be allocated, and this number must accompany the refund item/s.
- We will send you an email confirming authorisation of refund along with instructions on how to proceed.
- On receipt of goods in original packaging a refund will be issued within 3 working days of receipt of the item/s.
SECTION 6
– Faulty products
All warranty claims must be returned with their original packaging, including proof of purchase. Remedy can include repair, replacement, or refund at our discretion. Warranty does not cover misuse, general wear, and tear, and or environmental factors. This warranty cannot remove your statutory rights under Australia’s ACL laws.
SECTION 7
– Goods damaged during transport
Natural Products Australia must be notified of damage caused to goods during shipping within 24 hours of delivery. Please provide photo evidence showing the damaged goods sustained during transit, and prior to opening the package.
SECTION 8
– Return address
Natural Products Australia
Returns Department
Unit 5, 178 Chuter Avenue
Sans Souci NSW 2219
SECTION 9
– Shipping charges for returned items
Please note that for all eligible returns, the customer covers the cost of returning the product.