Return Policy
We want you to be happy with your purchase and we are committed to making your shopping experience as easier and stress-free as possible. Our Return Policy is in accordance with Australian Consumer Law. If you are not satisfied with your purchase, we offer the following refund and/or exchange options.
- FAULTY OR INCORRECTLY SENT ITEMS
We will accept returns and will either re-ship the correct item or arrange a refund at the purchase price or exchange where an item is faulty, has been damaged in transit, is not of acceptable quality, does not match the description provided, or is not fit for purpose and/or has been sent to you incorrectly.
We require valid proof of purchase like a registered receipt or online tax invoice for the refund or exchange.
Returns for faulty items will include a refund of the original shipping fee for refund requests only. Exchanges will be posted free of charge.
- CHANGE OF MIND
If you change your mind about an item, we will happily accept a return of a product for a refund or credit at the purchase price or exchange, on the following conditions:
- A valid proof of purchase such as an online tax invoice is provided;
- The item must be purchased from our online platform within the last 14 days.
- The item must be unused, in its original packaging.
- The product(s) is in a re-saleable condition.
- The product(s) must be opened, used, or damaged.
- The product(s) is not one in which a change of mind is not provided for
If you would like a different product, please return your unwanted product(s) and place a new order.
- RETURN PROCESS
In order to be eligible for the money-back guarantee, we must be notified within 30 days or 14 days for change of mind returns.
To start a return, please send your request to sales@nepbio.com. Make sure we have received and acknowledged your request before you send the item back to us. For faulty/damaged products, please go to our 'Contact Us' tab and let us know:
-Your Name
-Order Number
-Product Name
-Picture the damaged
-Description of the fault
If you are posting the goods back to us, please use the box your original order arrived in. We are unable to process a refund if any returned goods are damaged in transit. We recommend using registered posts as we do not take responsibility for lost unregistered returns.
Please send your product(s) that you wish to return to the Neptune Bio-Innovations listed below:
Australia:
Neptune Bio-Innovations
Unit E4, 3-29 Birnie Avenue
Lidcombe Sydney, NSW 2141
Australia.
- REFUNDS
We aim to refund you within 7 business days of the product(s) being returned to (NBI) Neptune Bio-Innovations. However, these times may be impacted during high-volume periods.
Upon receiving the product, our Quality team will inspect the condition of the item. You will be notified if you are eligible for a refund or exchange. We will refund to the original payment method.
In the event, you have not received the refund or exchange, please go to ‘Contact Us’ tab and we can help you with the next steps.
Please note we reserve the right not to offer an exchange or refund where the item fault is a result of misuse or neglect. We reserve the right to assess the condition and age of returned items prior to providing a refund or exchange. This may result in a refund or exchange being refused.
- CUSTOMER RESPONSIBILITY
Returned product(s) are your responsibility until they reach us at (NBI) Neptune Bio-Innovations, so ensure that they're packed up properly and can't get damaged on the way. You will also need proof of postage in case you need to contact us about your return.
If we're able to locate the items and you'd like these returned to you, we may ask you to cover the delivery cost. If we cannot locate your order number, we are unable to process the refund. We're not responsible for any items that are returned to us by mistake (it happens!)..
6. FAIR USE
We will contact you if we notice any abnormal pattern of return activity or behavior. Any abuse of the return policy can result in the suspension of the account and any associated accounts. If this has happened to you, and you think we’ve made a mistake, please go to ‘Contact Us’ tab and we’ll be happy to review it with you. If your account has been suspended and you need to make a return, please go to ‘Contact Us’ tab before sending any products back.
- THIRD-PARTY RETAILERS
This policy is not applicable if the product was purchased in-store retailers (Pharmacy or Grocery).
We do not provide refunds or exchanges for product(s) purchased in-store. You must abide by the return and exchange policies set in place by the authorized retailer you have made your purchase with. Please contact the retailer in question for more details.
Online orders cannot be returned to authorized store retailers (Pharmacies/Grocery).
Please follow the instructions below (1, 2) to return the order that you purchased on-line
- Updated July 2022