Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be satisfied with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
NutriScience will accept product returns and provide you with an exchange of refund where:
- The product is faulty or is not of acceptable quality, or
- Significantly different to those shown or described to you, or
- The product is not fit for its intended purpose, or
- The product is unsafe, and
- You can validate you are the person who purchased the product.
NutriScience reserves the right not to offer an exchange or refund where the item fault is a result of misuse or neglect.
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 replaced if the goods fail to be of acceptable quality*.
*Products must be of acceptable quality, that is:
- safe, lasting, with no faults
- look acceptable
- do all the things someone would normally expect them to do.
Acceptable quality takes into account what would normally be expected for the type of product and cost.
Change of mind
NutriScience will not accept the return of items due to a change of mind.
NutriScience reserves the right to
Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in a exchange or refund being refused.
Please note: Refunds will be issued using your original payment method.
For online orders
Even though great care is taken in the shipping process, if your item/s arrives damaged, please contact our Customer Service Team to assess the damage and to work out a solution. You may be requested to provide a photograph of your item/s and /or delivery package to aid a speedy resolution.
For returns under Australian Consumer Law, please contact our Customer Service Team to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange or refund.
How to return a product
If you have a claim, first contact us using the form here. Include your name and address as well as your order number and a detailed description of the problem. Without these details we will not be able to process your refund if we deem it to be valid claim. When we receive your request we will reply with further details on how to return your product. For more information read our return policy.
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size, flavor or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via Australia Post from our warehouse in Melbourne. Your order will be sent within 3 working days after it has been placed when products are in stock.
You can have your package delivered to your work address if this is more convenient for you. This should be included as the Shipping Address on checkout form. Not all shipping types are available to all areas. You will be given the option to choose from the available shipping types at the checkout.
International orders are subject to duties and taxes as determined by customs in the destination country. Taxes and/or duties may need to be paid in full before customs releases the shipment. It is the responsibility of the customer to pay taxes and/or duties. Restrictions may also apply to certain types of goods and could be rejected or confiscated. Please familiarize yourself with your countries regulations regarding the importation of supplements before ordering.
We ship all over the world, and the freight charge depends on your delivery address and your purchase amount. You can calculate shipping charges on the shopping cart or checkout pages.
Delivery times will depend on the shipping address and the method of shipping a customer selects when checking out. Estimated delivery times will be visible below the shipping options on the cart and checkout pages. These delivery times are indicative and do not include the time it takes to process your order. NutriScience International in no way guarantees delivery within or on these times.