RETURNS & EXCHANGES
Buying online has become normal and everyone is doing it. But sometimes things just don’t work or arrive as expected! BuyNatural follows the Australian Consumer Law.
In general, in the event of damages, notification and evidence of damages is required within 24 hours of goods being delivered. Once notification and photo evidence is received our team will start the claim process and contact the delivery depot. The damaged items need to be packaged in the original packaging. Depending on the courier shipping your item, we will either organise the courier to return for the parcel or we will arrange an insurance claim. You can send us information via [email protected] and the item will be replaced once the investigation by the shipping company’s is complete.
Change of Mind:
If you have decided you no longer want the item, we can accept returns*, so as long as the product has not been used, the packaging is entire and there is no evident tampering – is in sellable condition.
Returning products are at the customers expense and responsibility until it is received by BuyNatural, please consider insurance or tracking on your return. Please call or email us to obtain a return number. Under Australian Consumer Law you have 30 days from purchase to return an item. We can offer you a refund or an exchange – delivery fees will apply as if a new purchase.
*excludes products that do not have a manufacturers seal, particularly body, cleaning, skin and hair care products. If you are not sure if you will be keeping the product you purchase, please let us know and we can ensure there is a seal on the product before it is dispatched.
Items purchased on sale cannot be returned for a refund or exchange unless they are faulty.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to 56 Ocean Beach Road, Woy Woy, 2256, Australia.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to 56 Ocean Beach Road, Woy Woy, 2256, Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.