Refund policy
Non-Returnable Items – Food & Personal Care Products
Due to food safety and hygiene regulations, we are unable to accept returns or exchanges on the following items once they have been shipped :
- Refrigerated or frozen products (e.g., soups, desserts)
- Herbal teas and wellness beverages
- Dried herbal packs and supplement foods
These are all food-based products, and once dispatched, cannot be returned or restocked due to health and sanitation risks. This policy is in place to protect the health and safety of all customers, and to maintain the freshness, quality, and integrity of our offerings.
Please review your order carefully before confirming your purchase. Thank you for your understanding and cooperation.
We appreciate your understanding and cooperation.
Faulty Items & Return Process
Upon receiving your order, please inspect the contents and quantity within three (3) days of delivery. If any items are missing, incorrect, or damaged, a video recording of the unboxing process must be provided as proof. Kindly email the video along with your order details to our customer service team.
We are happy to offer free exchanges for items confirmed to be faulty or damaged in transit. To process your request, please provide the following:
- Your full name and title (e.g., Ms./Mrs./Mr.)
- Order number
- Contact number
- (If available) Original order confirmation or invoice
Once verified, we will arrange a replacement at no additional cost. If an identical item is unavailable, you may choose one of the following options:
- A refund for the affected item, or
- An exchange for another item of equal value
Please note: Returns and exchanges will not be accepted after more than three (3) days from delivery.
Cancellation Policy
All of our products — including refrigerated or frozen soups and desserts, herbal teas, wellness beverages, dried herb packs, and supplement foods — are freshly prepared upon order. Once an order is confirmed, it enters our production process immediately.
- We are unable to accommodate cancellations made within three (3) working days of the scheduled shipping date, especially for orders that have already entered the preparation or packing phase.
- Cancellation is only valid if it is requested at least three (3) working days prior to shipment and confirmed in writing by Nutralife Wellness.
- If you wish to cancel your order, please contact our customer service team as early as possible to check eligibility.
- If you cancel a reservation that has been accepted and confirmed, a 5% cancellation fee will apply based on the total purchase amount. This fee covers administrative and processing costs related to order handling.
This policy ensures proper planning, minimizes food waste, and protects the freshness and hygiene of our products.
Cancellation is not valid until confirmed in writing by Nutralife Wellness.
Refunds & Exchanges
Once the goods have been shipped, we only accept exchanges for items that are faulty or damaged during transit. As our products are perishable and food-based, we do not offer refunds or exchanges for the following reasons:
l Change of mind
l Incorrect product choices
l Delayed delivery due to external logistics
This policy is strictly enforced to protect food safety, hygiene, and to ensure product integrity for all our customers.
If your product arrives damaged or faulty, please refer to our Returns & Refunds Policy, and provide a video of the unboxing process within three (3) days of delivery to initiate an exchange request.
We appreciate your understanding and continued support in maintaining high standards of freshness, cleanliness, and product quality.
If your order includes gift pack promotions, and the gift pack has already been collected, the value of the gift pack will be deducted from your eligible refund amount.
For all assistance, please email Nutralife Wellness at info@nutralifewellness.com.au