Refund policy

RETURNS

At Nelson Bay Health Foods we want to make your online shopping experience as easy as possible. If you wish to return an item, we request that you make your claim to us within 48 hours of delivery and no later than 14 days after delivery.

Send all claims to:    help@nelsonbayhealthfoods.com.au

We are happy to provide a store credit for any items that are unopened and unused within 14 days of purchase.

Please note, Gift Cards and sale items cannot be returned. Any other items that are not eligible for a store credit will be clearly marked on the product page and/or at checkout.

Please note that for returns due to change of mind, the return shipping is at the customer's expense.

Note: For hygiene reasons, we do not accept returns for any sexual health products, bulk food and tea products, face protection products, toothbrushes, hairbrushes, eye masks or female sanitary products and appointment no show.

CHANGE OF MIND

If you have changed your mind about an item you have ordered, we will need to receive it back to us in the same condition it was delivered to you – unopened, unused, clean and in original packaging. The return shipping is at the customer's expense. You will receive a store credit for your purchase.  We do not refund for change of mind. 

FAULTY PRODUCT

If you have received a product that you believe to be faulty, please contact us with a detailed description, and any photos you are able to provide. Please do not dispose of any products in question relating to your claim until the claim has been finalised as it may be required as evidence and/or further investigation. 

INCORRECT ITEM / DAMAGED ON ARRIVAL

If you have received a damaged item, or an item that you did not order, please take a photo, and contact us within 48 hours, but no later than 7 days of your order arriving.

ALLERGIC REACTION

If you believe you have had an allergic reaction to a product you have received from us, please discontinue use immediately, take a photo of the reaction and send to us. Please do not dispose of any products in question relating to your claim until the claim has been finalised as it may be required as evidence and/or further investigation. 

SALE ITEMS

Only regular priced items may be returned for a store credit. Unfortunately, sale/clearance items cannot be returned.

EXCHANGES

If you need to exchange your purchase for the same item, in a different colour or flavour, send us an email at help@nelsonbayhealthfoods.com.au and send your item to: 7 Stockton Street, Nelson Bay, NSW, 2315, Australia.  Return shipping will be at the customer's expense. 

REFUNDS (Faulty/Damaged items only)

Refunds will be provided on faulty or damaged items only. 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 at our earliest convenience.