Change of mind
Australian Organic Products happily accepts returns if you change your mind as long as the product has not been used and it is still in the original packaging. A store credit will be issued once the returned item is received. Please contact us within 14 days to receive your Return Code for returns.
Faulty Items / Damaged Goods
In accordance with Australian Consumer guidelines, Australian Organic Products will replace any faulty items or issue a refund. For fragile and expensive goods we recommend choosing our delivery method that includes the transit cover. If your item has been broken in transit and can not be replaced we will issue you with a store credit or refund. Please contact us within 48 hours.
Conditions of return, if applicable:
Our Customer Service Team must authorise any goods prior to their return for exchange.
Please include a copy of the invoice and an explanation for return with all returned products.
Products must be returned in original packaging within 14 days from the time of return request.
Please retain broken parcel/s (and packaging) until authorised by us, as they may be required by our Courier and/ or Australia Post as proof of damage.
The customer will pay return freight in circumstances of incorrect ordering or cancellations after dispatch.
Australian Organic Products Pty Ltd will pay return freight on items sent by us in error unless the customer agrees to purchase the item/s.
Return stock will not be credited where poor packaging by the customer results in goods being broken in return transit.
Only unused, faulty items may be credited or exchanged. Faulty products are returned to manufacturer for replacement product.
Cancellations & Refunds
An order placed with us is processed by our procurement team within the next 8 business hours and will be placed in the queue for picking and packing. Our overall turnover time for orders placed until dispatch is usually between 1-4 business days depending on the availability of items, the size of your order and the current volume of orders we are processing. Yes, we understand that some orders are more urgent than others, however we can not prioritise orders as we need to be fair to all customers and therefore only process in the queue received. Please note: For urgent orders you have to purchase goods from a physical retail store or pharmacy as we do not offer guarantees and do not accept responsibilities for any loss, damage or inconvenience caused due to delivery times.
When an order has been delayed by the carrier that transports your goods, we will support you locating the goods by placing an enquiry, but can not send out a replacement or issue a refund until the courier has deemed the goods officially as lost or damaged.
If you wish to cancel a placed order while it is being processed, we can offer a refund withholding a 30% processing fee, to cover for the expenses of staff labour and can issue a refund only to the same card or account where the payment had come from.