Guest of: Naturally Kouxan

Returns Policy

Return of goods policy

We want you to be completely satisfied with your purchases. Please let us know if you are not entirely satisfied with our products or our service(s), so that we can rectify the situation.

If you are not completely satisfied with any item you ordered, just return it, in the original packaging (with your proof of purchase i.e packing slip note) within 14 days of the date of shipping and we will refund your money or send you a replacement - no questions asked. Items returned under NK's 14 days returns policy must be unopened with any seals and shrink-wrap intact (e.g., for food items).

Please note: we cannot accept the return of items if they are opened. We are only able to replace identical products or products that are of the same value. If you wish to order additional items it will be treated as a new order.

The NK ‘Return of goods’ policy is in addition to your statutory rights[1]. If you send your item back to us, we'll process the returned item then notify you via email of your refund. You can expect a refund in the same form of payment originally used for purchase within two weeks of our receiving your return.

If you are returning an item because of an error on our part we will be happy to refund the delivery charges incurred in sending the item to you and we will reimburse your costs in returning it to us.

If the product is damaged in any way or has become broken in transit please contact NK Head Office by email or phone 07 3800 9966

If your order is incorrect in anyway please also let us know as soon as possible and we will arrange to send you the missing items or arrange for return of items incorrectly sent. Please ensure all returned items are unopened and packed securely.

In the event of a situation requiring a product recall we will contact every customer who has purchased a product from that lot immediately and arrange for return of the product in question. We will also post information for all customers in our Latest news page on our website

What is your returns policy?

For quality control reasons we are unable to accept returns, however if a product is faulty or defective, we will provide you with a refund or replacement. Refunds are not accepted on any products within our range if the purchaser no longer requires the product or changes their mind.

If the products you are returning are not faulty and cannot be returned to us with sufficient evidence to the manufacturer for exchange, they will not be deemed to be refundable.

Products returned for refund without prior consent from us will be automatically returned back to sender.

International customers please note: we cannot return items held up by Customs. To avoid this from happening, please check with your countries Custom's authority before placing an order with us.

Conditions of return, if applicable:

  • NK must authorise any goods prior to their return for exchange.
  • Please include proof of purchase by 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 NK as they may be required by the private contractor or Australia Post Express as proof of damage.
  • The customer will pay return freight in circumstances of incorrect ordering or cancellations after dispatch.
  • NK will pay return freight on items sent by us in error unless the customer requests 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.

Pricing policy

Naturally Kouxan (NK) may change the prices of the goods displayed on the online store at any time. The prices for all the goods available on the online store are clearly marked in their description and are inclusive of GST (if applicable). All applicable delivery charges are also displayed on the online store. All prices are in Australian Dollars AUD. NK may make available offers and discounts using promotion codes. Only one promotion code is valid per order

Conclusion of Contract of Sale

The information relating to NK's goods and relevant prices are displayed on the online store for your information and to enable you to decide whether you would like to purchase our products. When you place an order to purchase a product, we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product; which is accepted by us when we send e-mail confirmation to you that we've dispatched that product to you. That acceptance will be complete at the time we send the dispatch confirmation e-mail to you. Any products on the same order which we have not confirmed in a dispatch confirmation e-mail to have been dispatched do not form part of that contract.

Method of payment

For orders placed via the online store, NK accepts Visa, Mastercard including PayPal; EFTPOS for phone orders. Unfortunately these are the only payment methods NK offer. When making your payment, it is important that you provide the information that NK specify is required, to ensure your order is dispatched promptly and to the correct address. Your card will be debited when NK confirms that it has accepted your order. Ownership or title to the product will pass to you, the buyer, once NK has received payment in full.

Delivery charges

Private contractor (TOLL) and Australia Post Express general charges. Orders are usually responded to within 24 hours, and are normally dispatched within 2 working days. Please allow up to 10 days for delivery for remote areas. If you have not received your goods within the above timeframe, please contact your consultant or NK Head Office by email.

[1] See Australian Competition & Consumer Commission