Shipping and Returns Policy>
We offer FREE standard shipping for all Australian orders over AUD$75.00. Our standard shipping option is with Australia Post and advises for 3-7 business days for delivery. For orders under AUD$75.00, a shipping charge of AUD$5.90 will be incurred. We offer express shipping for AUD$9.95 which is guaranteed 1-2 business days for delivery and this service is also through Australia Post. You will be provided with a tracking number when your order has been processed and is ready for dispatch. You can check the status of your package via the Australia Post website.
We send all orders through Australia Post (Pack and Track or Registered Mail). International shipping is a flat rate of AUD$20.00 however, we offer a discounted rate of AUD$9.95 for orders over AUD$75.00. International delivery times can vary, we generally advise for 7-15 business days depending on the national postal service and customs procedure of the destined country. You will be provided with a tracking number when your order has been processed and is ready for dispatch. You can check the status of your package via the Australia Post website.
IMPORTANT SHIPPING NOTES:
- We have no control over packages delivery once they leave our warehouse however, we endeavour to dispatch same day or following business day to ensure a fast delivery.
- Please ensure you check your shipping details before submitting your order.
- Please ensure you check with your countries mail carrier for any import duties, tax or handling fees that may be added to your order.
- Due to customs restrictions, we are unable to ship to some Middle Eastern, African, and some Asian countries.
Note to UK customers:
Receiving mail from countries outside the UK. All mail that enters the UK may be examined by Customs. Normally letters, postcards and parcels containing only documents or similar forms of correspondence are excluded. If you are receiving a parcel from a country outside the EU it may incur Customs charges. Any parcel assessed as being liable for Customs charges will also incur a Royal Mail handling fee of £8. Any goods imported into the UK over the value of £15 are liable to import VAT. Gifts between private individuals over the value of £36 are also liable for VAT. Goods and gifts over these values may also be liable for customs duty. You no longer have to pay Customs duty for goods up to the value of £135, however, you will still be required to pay import VAT and excise duty where applicable. Please note these limits do not apply to alcohol and tobacco goods where both excise duty and import VAT may be charged. It is not permitted to send alcohol and tobacco products into the UK from another EU country unless prior arrangements have been made to account for the excise duty.
We understand that sometimes you may wish to return a product that you have purchased from the Natures Help Pty Ltd online store. Your rights under the Australian Consumer law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Where a failure does not amount to a major failure, Nature’s Help Pty Ltd is entitled to choose between providing you with a replacement or other suitable remedy. Any cost incurred by you returning the product to Natures Help Pty Ltd will be borne by you. To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Nature’s Help Pty Ltd to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.
1. Returning a product
Where: For all product return queries, please first call Nature’s Help Head Office on (07) 55 303247. The quickest and easiest way to return items(s) is to post to Nature’s Help Pty Ltd, PO Box 3022, Robina Town Centre, Robina 4230, QLD. Please note that you can only return a Nature’s Help product to us if you bought from our online store. If you purchased one of our products from another store, you must return the product to store in which you made your purchase and abide by their returns policy. If you are returning the item(s) because you have changed your mind or any reason other than believing you have a faulty product, then any postage charge is payable by you. Items to be returned by post are your responsibility until they reach Nature’s Help, so please make sure that they are securely packaged. Please retain your receipt: In order to obtain a refund, you must have clear proof of purchase – typically, a receipt. How long do I have? 30 days from receipt of product.
2. Product Assessment
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, or exchange. In many situations, this will be a simple. For example, if the product was mis-described or incorrectly labelled, or if the fault is relatively simple and safe to determine, we can assess it very quickly. Sometimes it may be if it is identified through the assessment process that there is no fault with the product or that it has been damaged due to misuse, abnormal use or abuse, NATURE’S HELP may require you to reimburse us for any costs we have incurred. This may take the form of product assessment fees imposed on us by the manufacturer and/or costs in transporting your product to and from the manufacturer.
3. Have you changed your mind?
If you have changed your mind, as long as you have clear proof of purchase, typically a receipt; The product and packaging is in its original condition including manuals and accessories; The item is in re-saleable condition, for example, original tags and labels are still attached, unworn, unopened or unused Natures Help will provide you with a refund. If I can’t find my receipt, can I use a bank statement as proof of purchase instead? Unfortunately, Natures Help will not accept a bank or credit card statement unless the amount on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. Natures Help cannot provide copies of receipts if lost or misplaced.