Refunds & Returns Policy
**Due to the health risks from tampering & compromised storage conditions ALL Vitamin/Supplement products are considered to be sold on a “No Return Basis”.**
We accept refunds or exchanges in accordance with the Australian Consumer Law. This enables you to return a product that is:
- Significantly different to those shown or described
No Return Basis
The term “ No Return Basis” means that, unless the product is “Damaged”, “Faulty” or “Incorrect”, the product will not be accepted for return.
Change of mind
We do not offer a refund, replacement or exchange if you change your mind about a product or products you have purchased from Supreme Natural Health, so please choose what you wish to order carefully and make sure what you purchase is exactly what you need.
Contact us immediately and we may be able to cancel your order. Please remember that in most cases, orders are dispatched on the same business day. Orders that have been dispatched cannot be cancelled.
If your order has not yet been dispatched and Afterpay or Stripe has been used as payment, a refund will be given of the total amount you paid less applicable merchant fees stated below. These are Afterpay & Stripe fees that we cannot recover from them.
When you receive your order from us and you identify that it is incorrect in anyway, please contact us within 24 hours of receipt of your order to advise us so that we can make the appropriate arrangements for replacement, return or a refund. – refunds are issued to the same method of payment that you used to place the order.
If your order or part of your order is incorrect due to an error by Supreme Natural Health, it will be replaced at no additional charge to you or a full refund of the initial charge for the product or products will be given upon the order being returned to Supreme Natural Health. The costs of the returning the order or product/s will be paid for by Supreme Natural Health.
Supreme Natural Health cannot accept for return any product if the packaging is damaged, the seal has been opened or the product used in any way, unless the product concerned is considered to be faulty after it is opened.
Damaged and faulty products
If a product/s is damaged or you consider it to be faulty please contact us within 24 hours of receipt of your order and we will advise you if the product/s are to be returned and replaced or a refund is to be issued. – refunds are issued to the same method of payment that you used to place the order.
Generally if any product you order from us is considered to be faulty, we wish to have it returned to us so that it can be passed on to the supplier of that product for review as part of ensuring product standards and quality are maintained.
Unclaimed or Returned Orders
All orders that are returned to us for any reason because they are prohibited from entry or because they are unclaimed by the receipient shall incur a 15% restocking fee. The shipping fee for any unclaimed or returned orders will also not be refunded. Please check with your local customs agency before importing any orders if you are unsure of your country’s rules or regulations. Packages that are “abandoned” at customs will usually be sent back to Supreme Natural Health. If we receive your returned package we will automatically refund your order minus your shipping costs plus a 15% restocking fee.
Incorrect Address or Returned Items
If the shipping address on your order is incorrect or incomplete, please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any delays, fees, loss of package, or other delivery issues if you’ve made an error in the shipping information on your order. If such an error causes an order to be rejected, lost or destroyed, we cannot issue a refund or replacement of any kind.
If the error causes the order to be sent back to us, you may be responsible for return shipping fees. Orders that are returned to us due to an address error will be refunded for the purchase price of the product minus any shipping charges plus a 15% restocking fee. Unfortunately, unless the order is returned back to our warehouse in an undamaged, resalable condition and in it’s original unopened packaging, we can not issue a refund. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed.
If you have been advised to stop taking a product by your doctor, medical or healthcare professional
We are unable to offer a refund on product/s if you have been advised to stop taking them by your healthcare professional.
If you are under the supervision of a healthcare professional for a specific medical condition or are using other prescribed medication, please check with your healthcare professional before purchasing product/s from Supreme Natural Health.
You have an adverse reaction to a product
If you have chemical and food sensitivities, are on other prescribed medications, or have a history of adverse reaction to nutritional supplements, you should check all ingredients and seek advice from your own health care professional before purchasing a product.
Refunds with Afterpay
Any approved refunds where Afterpay was used as the payment option, a refund will be given for the total amount paid, less 7%. These are the Afterpay merchant fees that are charged to Thinco that are not recoverable through Afterpay. This 7% fee is applicable to all Afterpay orders in addition to any other fees noted in the ‘ Refunds & Returns Policy’ eg. reshipping, shipping & restocking fees, return postage fees.
Refunds with Stripe
Any approved refunds where Stripe was used as the payment option, a refund will be given for the total amount paid, less 5%. These are the Stripe merchant fees that are charged to Thinco that are not recoverable through Stripe. This 5% fee is applicable to all Stripe orders in addition to any other fees noted in the ‘ Refunds & Returns Policy’ eg. reshipping, shipping & restocking fees, return postage fees.
Please email us if you have any queries.