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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.
The following clauses apply to goods sold by BuyNatural.com.au only. 3rd Party Sellers may have their own policies and procedures in relation to change of mind returns and you should check the specific returns policy of the Seller. You can find their policy by visiting their Store page.
Change of Mind
We accept returns on our products* provided they are returned in the same condition as they were bought and have not been used, opened, or the seal broken. If you change your mind you can return the product to the address below, please include a copy of your order confirmation or a handwritten note with your order number. We do not refund the delivery costs.
Change of mind returns is not available for razors, blades, facemasks, underwear, period underwear, menstrual cups, chocolate, reusable sanitary pads, feminine hygiene products, or gift cards.
- All returns must be received within 30 days.
- All items must be unused, with seals intact and tags attached where applicable. Products’ packaging must also be received intact with no tears or blemishes.
- We strongly advise returning your order with tracking as we can’t be responsible for items that go missing before they reach us.
- We will process all returns within 7 days of receiving them.
- Please note we don’t refund delivery costs.
- Exchanges are possible. We will not cover the shipping costs for your replacements.
Damaged or Incorrect Items
If your item is damaged/faulty or you believe the product is incorrect somehow please contact us within 7 days. We do not refund for natural wear and tear or for damage caused post receipt.
Sensitivities – We cannot accept returns or process a refund for a product you use that you have sensitivities to, or are allergic to. We put the full list of ingredients on the website so please look at these carefully. We are very happy to answer any questions about our products if you need advice so please email, call us or talk to us via Live Chat on the BuyNatural Marketplace.
Chocolate – We do not ship chocolate in cold packaging. Please be mindful when you order; if the weather is hot it can damage the chocolate so we do not advise purchasing in hot weather. We do our best to hold on to shipping chocolate until the weather is cooler in our area but that does not mean it is cooler on the whole journey. Selecting express shipping can help. Should you want to pick it up from our shop in Woy Woy (NSW Central Coast) then just advise us and we can put aside for you. We don’t offer refunds, replacements, or credits for melted chocolate.
Please send returns to:
56 Ocean Beach Road
Woy Woy, NSW
If you have any other queries regarding returns, please email our customer service team at: [email protected]
A restocking fee applied will be to any item which you wish to cancel from your order. The fee is 10% of the price paid, with a minimum charge of $2 per item. This restocking fee will be deducted from the amount to be refunded.
BuyNatural charges a restocking fee because when customers order an item, then cancel it for change of mind, that increases the costs of doing business – which means we have to increase prices for everyone. We don’t think it is fair to penalise the vast majority of customers because a small minority cancel items.
Restocking fees are not applied when a product is returned due to a defect.
Duplicate Orders or Cancellation of Orders
If you accidentally place a duplicate order or need to cancel an order, please notify us immediately. If the order has already been shipped, you will need to return the products for a refund, incurring a restocking fee. If the order has not been shipped, a 3% charge will apply to cover third-party payment gateway fees. Please review your order carefully before completing the payment to avoid any additional charges or complications.