Refund and Returns Policy

Overview

Refund only applies if you intend to return the product within 30 days of receiving the products.

Product must be returned in the original packaging to obtain the full refund. If the package is opened No refund will be proceeded.

If the product is spoiled or became mouldy, product must be returned in its original packaging and full refund will be applied including the postage or customer can request for a replacement package. If the package is opened No refund or replacements will be proceeded.

If you need further clarifications about the refund policies or the products, please send us an email to hello@neugininaturals.com.au

We don’t take any responsibility if any damage or Misplacements from the courier service. However, our friendly team will always be available to assists if you have any clarifications or a track a package.

Refund, Returns & Consumer Guarantees Policy

At Neugini Naturals, we are committed to providing quality products and excellent customer service. This Refund and Returns Policy is intended to provide clear information about our returns process while respecting your rights under the **Australian Consumer Law (ACL).

1. Change-of-Mind Returns

If you change your mind about your purchase, we may accept a return provided that:

* The product is returned within 30 days of delivery.
* The product is unused, unopened and in its original condition.
* The product is returned in its original packaging.
* Proof of purchase is provided.

Change-of-mind returns are subject to these conditions and are separate from your rights under the Australian Consumer Law.

Please note that change-of-mind returns do not apply where the product is faulty, defective, unsafe, not fit for its intended purpose, or otherwise does not meet the consumer guarantees provided under the Australian Consumer Law.

2. Faulty, Defective or Spoiled Products

If you receive a product that is faulty, defective, spoiled, mouldy, unsafe, or otherwise does not meet the consumer guarantees under the Australian Consumer Law, please contact us as soon as reasonably possible so that we can assess the issue and provide an appropriate remedy.

Depending on the nature and severity of the problem, you may be entitled to a repair, replacement or refund in accordance with the Australian Consumer Law.

Where a product has a major failure, you may be entitled to choose between a refund and a replacement. For a minor failure, we may first provide an appropriate remedy such as repair or replacement, where applicable.

Important: A faulty product does not have to be returned in its original packaging in order for you to exercise your rights under the Australian Consumer Law. We may request reasonable information, photographs, proof of purchase, or the product itself where necessary to assess the issue. 

If a product is confirmed to have a fault covered by the Australian Consumer Law, we will cover any reasonable return costs you have incurred in accordance with applicable law. Please retain any postage or transport receipts.

3. Products That Become Spoiled or Mouldy

If a product becomes spoiled or mouldy, please contact us with your order details and, where possible, photographs of the product and packaging.

We will assess the circumstances and, where the issue is covered by the Australian Consumer Law, provide an appropriate remedy, which may include a replacement or refund, depending on the nature and severity of the issue.

Please do not dispose of the product before contacting us, unless it presents a health or safety concern. If we require the product to be returned for assessment, we will provide you with further instructions.

4. Opening or Using a Product

Opening a product does not automatically remove your rights under the Australian Consumer Law.

Our requirement for products to remain unopened and in their original packaging applies to change-of-mind returns only. It does not limit or exclude your rights where a product is faulty, defective, unsafe, not fit for purpose, or otherwise fails to meet the consumer guarantees. 

5. Delivery, Courier and Lost Parcels

Once an order has been dispatched, delivery is handled by the relevant courier or postal service. We will provide reasonable assistance with tracking and delivery enquiries and will work with you to address delivery issues where appropriate.

However, nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law, including rights relating to loss, damage or other reasonably foreseeable loss caused by a failure to meet a consumer guarantee.

If your parcel appears to be delayed, damaged or missing, please contact us as soon as possible so that our team can assist with tracking the shipment and liaising with the relevant delivery provider.

6. How to Contact Us

If you have any questions regarding our products, returns, refunds or consumer guarantees, please contact our friendly customer service team:

Email: hello@neugininaturals.com.au

We are always happy to assist with product enquiries, return requests, order tracking and delivery concerns.

7. Your Rights Under Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or any other applicable law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.