Should you wish to make a claim relating to your product for either (1) goods damaged in transport, (2) incorrect goods received or (3) other fault/s, you may do so via the following procedure:
- We advise politely that any claims be made as soon as possible after receiving your goods.
- To make your claim, please contact our friendly Customer Care Team 24 hours via one of the following methods:
- Please be ready to provide us with the following details:
Your name and order invoice number.
Brief description of the problem you are experiencing.
Clear pictures of any damage or incorrect items.
- Once the details as specified in point three (3) have been received, our customer care team may advise a return of the item/s (free of charge and depending on the level of damage) and will organise for a resend of a brand new item or the correct item, depending on what the initial problem was.
- Items to be resent will be organised free of charge and dispatched as soon as the incorrect or damaged items are returned back to Mutatednationnutrition.com and should take 1-3 business days for most locations within Australia.
- If you decide that you do not want your items resent, we are pleased to offer you other alternative options:
Refund – In the event that you would like a refund for an incorrect or damaged item, please let our customer care team know. Incorrect or damaged items will need to be returned (free of charge), before a full refund is organised. The refund will be for the incorrect or damaged items plus any original shipping or handling costs. Refunds shall take approximately 1-2 business days depending on your bank and method of payment.
Credit – In the event that you would like a credit for an incorrect or damaged item, please let our customer care team know. Incorrect or damaged items will need to be returned (free of charge), before credit is organised. The credit amount will be for the incorrect or damaged items plus any original shipping or handling costs. Once credit is organised, details will be sent to the email provided either on the invoice or by yourself.
- If the item you’d like to return was ordered more than three months ago, we cannot accept the return or issue a refund for any reason.
- It is always the customers responsibility to review the goods received prior to their opening. Goods received, even in the event of incorrect supply, shall only be accepted back for re-supply or credit, if the goods are unopened & in their original condition
- When returning an item, we highly recommend that you use a shipping method that provides tracking details to help ensure its safe arrival. We apologize, but we are not responsible for the amount of time it takes for an item to be returned to our facility, or if the item is lost or damaged during the return process.
- Returns are only valid for incorrect items, damaged goods and out of date products. We do apologise, but we cannot issue refunds, credits or exchanges for issues with tastes or with lack of results.
In the event there is nothing wrong or incorrect with your order, and you have simply decided the goods received are no longer what you want, you may exchange the products.
- Please feel free to contact us within seven (7) days of receiving the goods by email, telephone or facsimile to arrange the return of any unopened re-saleable items.
- Once the unopened items have been received by Mutatednationnutrition.com, we’ll be pleased to provide either an exchange, a refund or credit. Our friendly customer service staff shall be pleased to guide you through whichever option you prefer.
- If you decide on getting your money refunded or an in-store credit, this will be completed once the products are returned. Refunds will take approximately 1-2 business days depending on your bank and method of payment. In store credits will be set up within 24 hours of goods received and all details will be sent to a supplied email address. The refund and credit amount is of the value of the product/s, minus any shipping & handling costs we incur.
- If you decide to exchange the product with other product/s, please let our customer service staff know. We will then organize for the new items to be posted out to you as soon as the original items have been returned. Extra shipping and handling costs of $10 flat rate may be incurred depending on the size of the exchange.
- Please note that you will be responsible for any charges associated with the return of the item/s to us.
- If the unopened item you’d like to return was ordered more than six (6) weeks ago, or if the item was received as part of a previous exchange, we cannot accept the return or issue a refund for any reason.
- When returning an item, we highly recommend that you use a shipping method that provides tracking details to help ensure its safe arrival. We apologise, but we are not responsible for the amount of time it takes for an item to be returned to our facility, or if the item is lost or damaged during the return process.
We thank you for taking the time to read this page. Assuring you of our best service by providing the most trusted deliveries.