Returns & Refunds

Returns & Exchanges:

I will refund or exchange purchased products under the following conditions:

I will refund faulty or damaged goods, unless the damage is caused by the customer
Goods must be returned within 14 days of receipt
Please check the items on delivery. For faulty products or incorrect orders, please contact me within 2 days of delivery by written notice with a photo attached in order for me to make a claim with the carrier. Please include the date of purchase name of the product/s and the order number. After this period, I will not accept any claim for goods damaged during transit.
Used personal care products and used food products are non-returnable and non-refundable
Courier and delivery costs are non-refundable for all exchanges except in the case of damaged goods
All goods to be exchanged must be returned as new – unopened, unused, and in resalable condition
Lab kits can be returned prior to using the kit within 30 days of purchase. ie the kit has not been used and no results have been processed. Once the kit is used, there are no refunds or credits.
I will provide free courier delivery for product return if your return is due to my error, such as incorrect items. In other cases, a return courier fee will apply
Once your returned product has been received, a credit or refund will be issued to you. Refunds are processed manually and while I try to expedite the handling, you should be prepared for a 1-3 week schedule. Refunds will be issued in the original form of payment or by bank transfer
Non-Returnable and Non-Refundable Products:
Lost or improperly delivered products due to incorrect addresses and/or postcodes given by the customer
Any error in the input of delivery address is the responsibility of the customer
I am not able to accept opened supplements, and/or Herbal Formulas for return/refund for health and safety reasons

Stock Unavailable:

If you order a product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email and/or phone with 24-48 hours (on working days) to advise you of the situation and the options available to you.

Appointment cancellations:

I send appointment reminders 48 hours in advance to your registered email address. Please add me to your safe senders list to ensure you get my emails.

More than 24 hours:

Cancellations for Naturopathic consultations made with more than 24 hours notice attract no charge. We do appreciate you contacting us as early as possible to allow your appointment time to be rebooked.

Less than 24 hours:

If you find yourself having to cancel your appointment within 24 hours a cancellation fee of 50% of the consultation fee will apply. If you cancel within 12 hours or are a “no show” the full consultation fee will be charged. **Exceptions may be made for extenuating circumstances.