Refund policy
Refund & Returns Policy
HER and HIM are TGA-listed complementary medicines (ARTG listed) manufactured to GMP standards in Australia. As therapeutic goods regulated by the Therapeutic Goods Administration (TGA), our products are held to strict quality and safety standards.
For all refund and returns enquiries contact us at info@nurinutrients.com.au.
No change of mind returns
HER and HIM are oral complementary medicines. Due to the nature of these products, we do not accept returns or offer refunds or exchanges for change of mind purchases. Once a product leaves our facility we cannot guarantee how it has been stored or handled, and customer safety is our priority.
Please choose carefully before purchasing. If you are unsure whether HER or HIM is right for you, consult your healthcare provider before ordering.
Order cancellations
Once your order has been placed it cannot be altered or cancelled. If you believe you have accidentally placed a duplicate order, please contact us immediately. We may, at our discretion, cancel and refund the duplicate order provided we are notified before dispatch.
Faulty or damaged products
Where required under Australian Consumer Law, Nuri Nutrients will accept product returns and provide you with an exchange or refund (as applicable) where the product is damaged or faulty and you can present your receipt or proof of purchase.
If your item arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.
Nuri Nutrients may elect to return the product to our manufacturer to determine the nature of the problem. We reserve the right not to offer an exchange, refund or repair where the fault is a result of misuse or neglect.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.
Adverse reactions
Individual responses to supplements vary. Experiencing an adverse reaction alone does not imply a fault with the product. However, where a product is later found to be defective or subject to a recall, your rights under Australian Consumer Law apply in full and we will comply with all TGA obligations, including providing a refund or replacement as appropriate.
If you believe a product has caused harm, please contact us with full details. Serious adverse events may also be reported directly to the TGA at tga.gov.au/reporting-problems.
Problems with delivery or shipping
If your order arrives damaged, please contact us within 7 days of delivery with a photograph of the product and packaging so we can assess the damage and work out a solution. Nuri Nutrients will not be responsible for parcels lost or damaged in transit.
If a product is confirmed faulty or damaged in transit, we will cover return shipping. In all other cases, return shipping is at the customer's cost.
Undelivered or lost orders
If you have not received your order, please contact us within 6 weeks of placing your order. After this timeframe we may be unable to investigate and a refund or replacement may not be possible.
If our shipping carrier confirms your parcel was lost in transit, please forward their confirmation and we will arrange a replacement promptly.
If your parcel was stolen after delivery, please file a police report and provide a copy to us. We will arrange a replacement once confirmed.
International shipping
We ship Australia wide and worldwide. Some countries have import restrictions, tariffs, or additional duties that are outside our control. It is the customer's responsibility to check their country's import regulations before ordering.
If your order is rejected, seized, or destroyed by customs, Nuri Nutrients is not liable and no refund will be provided.
European Union, 14 day cooling off period
If merchandise is shipped into the European Union, EU consumers generally have a right to cancel a distance sale within 14 days without giving a reason. This right may not apply once a sealed health/hygiene product has been opened. Where the seal is intact and the product unopened, you may cancel within 14 days of delivery by contacting us at info@nurinutrients.com.au. Whether an unopened but TGA-listed medicine falls inside or outside this exemption is unsettled and needs legal confirmation before this clause goes live to EU customers.
Out of stock
If an item is unavailable at time of order we will notify you and issue a full refund.
Changes to this policy
Subject always to the Australian Consumer Law, we reserve the right to amend this policy at any time. Updates will be posted on this page and are effective immediately.
For more information on your consumer rights visit accc.gov.au.