Refund policy

BuyNatural Returns & Refunds Policy

BuyNatural Australia follows the Australian Consumer Law. This policy explains how we handle change-of-mind returns, store credit, exchanges, damaged items, incorrect items and cancellations.

Nothing in this policy limits your rights under Australian Consumer Law. If a product is faulty, damaged, incorrectly supplied, unsafe, not as described, or otherwise fails to meet a consumer guarantee, please contact us so we can assess the appropriate remedy.

Change of Mind Returns

We do not offer refunds to the original payment method for change-of-mind purchases unless required under Australian Consumer Law.

Where an item is eligible, BuyNatural Australia may offer store credit or an exchange for change-of-mind returns within 30 days of delivery.

To be eligible for a change-of-mind return, the item must be:

• unused and unopened;
• in original packaging;
• with all seals intact;
• with tags attached where applicable;
• in clean, undamaged and resellable condition; and
• received by us within 30 days of delivery.

Original shipping charges are not refundable for change-of-mind returns. Return postage is the customer’s responsibility unless the return is due to a BuyNatural Australia error.

We strongly recommend using tracked postage when returning an item. We cannot take responsibility for items that are lost or damaged before they reach us.

Store Credit for Change of Mind

For eligible change-of-mind returns, our preferred remedy is store credit.

Once your return is received and inspected, store credit may be issued for the eligible item value, excluding original shipping charges. Store credit can be used on future online purchases at BuyNatural Australia.

Store credit is not redeemable for cash and cannot be transferred unless approved by BuyNatural Australia.

Refunds to Original Payment Method for Change of Mind

Refunds to the original payment method for change-of-mind returns are not standard and may only be approved at our discretion.

Where a change-of-mind refund to the original payment method is approved, a restocking fee may apply. The restocking fee is 10% of the price paid, with a minimum charge of $2 per item. This fee is deducted from the refund amount.

Restocking fees do not apply where a product is faulty, damaged, incorrectly supplied, unsafe, not as described, or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Products Not Eligible for Change-of-Mind Returns

Change-of-mind returns are not available for products that cannot be safely or hygienically resold.

This includes, but is not limited to:

• opened or used products;
• products with broken seals;
• razors and blades;
• face masks;
• underwear;
• period underwear;
• menstrual cups;
• reusable sanitary pads;
• feminine hygiene products;
• intimate or hygiene-sensitive products;
• food items that cannot be safely resold;
• chocolate;
• clearance, short-dated or final-sale items;
• gift cards; and
• any product that is not returned in clean, unopened, undamaged and resellable condition.

This exclusion applies to change-of-mind returns only and does not limit your rights under Australian Consumer Law.

Exchanges

Exchanges may be possible for eligible change-of-mind returns, depending on product availability.

The customer is responsible for return postage and any shipping costs for the replacement item unless the exchange is due to a BuyNatural Australia error.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact us as soon as possible, ideally within 7 days of delivery, so we can assess the issue quickly.

Please include your order number and clear photos of the product, packaging and shipping label where relevant.

Depending on the issue, we may offer a refund, replacement, store credit, exchange or another remedy in line with Australian Consumer Law.

We do not provide refunds for damage caused after delivery, misuse, improper storage, normal wear and tear, or failure to follow product directions.

Sensitivities and Allergies

We cannot accept returns or provide refunds simply because a customer has a sensitivity, intolerance or allergic reaction to a product, where the product is as described and the ingredients have been disclosed.

Ingredient information is provided on our website where available, and customers should review ingredients carefully before purchasing. If you have questions about a product before ordering, please contact us and we will do our best to help.

This does not limit your rights under Australian Consumer Law if a product is faulty, incorrectly described, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Chocolate and Heat-Sensitive Products

Chocolate is not shipped with cold packaging. Chocolate and other heat-sensitive products may soften or melt during warm weather or transit.

Please consider the weather before ordering chocolate or heat-sensitive products. Selecting express shipping may help reduce transit time, but it does not guarantee protection from heat exposure.

Where possible, we may hold chocolate orders briefly during extreme local heat, but we cannot control temperatures across the full delivery journey.

We do not offer change-of-mind refunds, replacements or credits for melted chocolate or heat-affected products where the issue is caused by weather, transit heat exposure, delivery timing, or storage conditions after dispatch. This does not limit your rights under Australian Consumer Law.

Duplicate Orders and Customer-Requested Cancellations

If you accidentally place a duplicate order or need to cancel an order, please contact us immediately.

If the order has not yet been packed or dispatched, we may be able to cancel it before shipping.

For customer-requested cancellations or duplicate orders that are not due to a BuyNatural Australia error, we may offer store credit for the eligible order value.

If a refund to the original payment method is requested and approved for a customer-requested cancellation before dispatch, a 3% payment processing recovery fee may be deducted to help cover non-refundable third-party payment processing costs.

If the order has already been packed, dispatched or handed to the carrier, it cannot be cancelled. You may request a change-of-mind return after delivery if the items are eligible under this policy.

No cancellation or processing fee applies where the cancellation is due to a BuyNatural Australia error, an out-of-stock item we cannot supply, or where Australian Consumer Law requires a refund or other remedy.

How to Return an Item

Before returning an item, please contact us at info@buynatural.com.au with your order number and details of the return request.

Please include a copy of your order confirmation inside the parcel, or a handwritten note with your name and order number.

Returns should be sent to:

Returns
BuyNatural Australia
56 Ocean Beach Road
Woy Woy, NSW 2256
Australia

We will aim to process eligible returns within 7 business days of receiving and inspecting the returned item.

Contact Us

If you have any questions about returns, refunds, exchanges or store credit, please contact our customer service team at info@buynatural.com.au.