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Shipping & Returns

 

Shipping Note:Please contact us for a shipping quote on items weighing greater than 22kg
RETURNS POLICY

Information regarding the return of products purchased from Alkaline Health Shop. If you can't find the information you need, please use the Contact Us page or phone 0438879852

INDEX

1.  Understanding Alkaline Health Shops Returns Policy
2.  DOA, Damaged or Incorrectly Shipped Products
3.  All other Products
4.  Unopened Product
5.  Faulty Product
6.  Manufacturer's Returns Policy & Warranty
7.  Opened Product
8.  No Return Basis Product
9.  Processing Credits / Refunds
10.  Non-Warranty Service and Repairs

1.      UNDERSTANDING ALKALINE HEALTH SHOP'S RETURNS POLICY

At Alkaline Health Shop we are committed to providing our customers with the best products and service. This policy details how to return a product to Alkaline Health Shop.
Please note that all products are sold with a manufacturer’s warranty, unless otherwise noted.

2.      DOA, DAMAGED OR INCORRECTLY SHIPPED PRODUCTS

If your product is dead on arrival, damaged in transit or incorrectly shipped, contact us to via email to expedite your return, we recommend that these products be returned to us within 14 days of purchase. You will be issued with a Return Authorisation Number, in accordance with our Returns Policy. We will not accept any goods for return which do not have a Return Authorisation Number. Each Return Authorisation Number is only valid for one product and must match the product authorised for return. The Return Authorisation Number is valid for 7 days, so we must receive the returned product into our warehouse within this period.
You will need the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:

  • Name and contact details of original purchaser
  • Invoice number or order number
  • Part number or name of product to be returned
  • Date on packing slip or invoice
  • Whether the product box has been opened
  • Reason for return

You will need to package and address the product for return.
We will test all products returned this way within 7 working days of receipt into our warehouse. Some products may need to be returned to the manufacturer for testing.
If you return a product because it was dead on arrival but we find that the product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you. You will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If we (or the manufacturer) determine that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs or a replacement product.

If you receive a product that is damaged in transit from us to you, you should:

  1. Refuse to accept delivery of the product,
  2. Direct the courier to "Return goods to sender" and
  3. Notify our Customer Service staff immediately.


If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.
If your product is in full working condition or any defects or damage were caused after you took receipt of the product, it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If we (or the manufacturer) decide that the product is defective, we will issue a credit for the original purchase price of the product and associated freight costs or a replacement of the product.


If you receive a product that is incorrectly shipped (different to the one you ordered), we will arrange for the product to be collected from you.
If we find that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you and you will be invoiced a processing fee and any freight costs associated with the return. These invoiced amounts will be payable within 30 days of receipt of invoice.
If the product was incorrectly shipped, we will issue a credit for the original purchase price of the product and associated freight costs.

3.      ALL OTHER PRODUCTS

For all other returned products you will also need a Return Authorisation Number. Contact us to receive your Return Authorisation Number.
You must make sure that the returned product is suitably packaged in order to prevent damage during return shipping. We will not accept responsibility for goods, which are damaged whilst in transit back to us. Do not write on or attach labels to the product being returned, otherwise the return may not be accepted.
Write the Return Authorisation Number on the outside of the shipping carton so it is clearly visible, and address it to the following address:
 
Alkaline Health Shop
P.O Box 979
Bendigo Central
Victoria, Australia
3552
 
A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund.
You are responsible for all costs associated with return of the product to us and we will not pay or reimburse any associated costs. We recommend that products returned by post be sent by registered or certified mail. We accept no responsibility for loss or damage occurring in transit. If a product is not returnable under this policy and/or is not returned to us in the original unopened packaging, it may be returned to you at your cost.

4.      UNOPENED PRODUCT

Except for product sold on a "No Return Basis" we offer a 14-day return policy for product in its original, unopened and undamaged packaging.
You must contact our Customer Service staff within 14 days of shipping of the product to return a product in this way.
You will be issued with a Return Authorisation Number. You will need to package and address the product for return. We will not pay nor reimburse any costs associated with a customer-initiated return of unopened product.
For products in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of the product less any associated freight costs given a valid reason for return.

5. FAULTY PRODUCT

If you receive a faulty product or the product develops a fault, you may be able to return it as dead on arrival or damaged in transit if it is within 14 days of purchase. If not, it may be covered by the manufacturer's warranty or our warranty.
All faulty product returns with an invoice date of more than 14 days since purchase will be treated as a manufacturer’s warranty claim.

6. MANUFACTURER'S RETURNS POLICY & WARRANTY

Please note that all products are sold with a manufacturer's warranty, unless otherwise noted.
If a product purchased from Alkaline Health Shop develops a fault after 14 days from original purchase and is within the manufacturer’s warranty period, we recommend that that you contact our Customer Service staff as soon as possible.
You will be issued with a Return Authorisation Number, but you should tell our Customer Service staff that the goods are being returned under the manufacturer’s warranty period. You should also provide any additional information that may be required (details of fault etc).
Where possible you will need to package and address the product for return and you will need to arrange for return delivery of the product to us. We must receive the product within 7 days of the authorisation number being issued. Otherwise, the return may not be accepted in some circumstances.
Please note that repair timeframes are subject to each manufacturer’s warranty repair service and may vary.

RETURN OF FAULTY PRODUCTS

Upon receipt of a faulty product, we will return the product to the manufacturer or its authorised service centre or agent for assessment.
If the fault could not have been detected at purchase, and is not due to wear and tear or misuse, we will offer you a repair, replacement or refund, as appropriate.
If the fault does not fit the above criteria and is not covered under the manufacturer’s warranty or extended warranty (where applicable), then we will provide you with a quote for the repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.
Once the product is returned to us, we will arrange return delivery of the product to you. For products where the fault does not fit the above criteria and is not covered by the manufacturer’s warranty or extended warranty (where applicable), we will require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.

7. OPENED PRODUCT

We will not accept any opened product for return unless the product is returnable under this policy, or under a manufacturer’s warranty or other contract or law.

Examples of opened products which we accept for return are:

  • Dead on arrival, damaged in transit or incorrectly shipped product
  • Product which develops a fault due to a cause occurring prior to purchase
  • Product of unmerchantable quality
  • Product that fails to perform to the manufacturer’s specifications
  • Product that fails to perform as advertised

 

8. NO RETURN BASIS PRODUCT

The term no return basis means that, unless the product is dead on arrival,  damaged in transit, incorrectly shipped or otherwise returnable under:

  • Alkaline Health Shop or manufacturer’s warranty or other contract or statute, or
  • Statutory warranty (e.g. if the product is faulty, does not match a description  or sample, is unfit for purpose or unmerchantable), the product will not be accepted   for return.

Examples of products sold on a no return basis include:

  • Consumable products (foods)
  • Ex-demo products
  • Clearance products
  • Supplements
  • Products advertised with a "No Return basis" label
  • Products that don’t suit the personal tastes of a purchaser
  • Products specially ordered for a customer
  • Product listed on the packing slip or invoice as "No Return"

 
Examples of no return basis products which we would accept for a return are:

  • Dead on arrival or damaged in transit product.
  • Product of unmerchantable quality.
  • Product that fails to perform to the manufacturer’s specifications.
  • Product that fails to perform as advertised.

 

9. PROCESSING CREDITS / REFUNDS

We will normally issue a credit note within 7 working days of us receiving the goods returned in accordance with this policy, with the exception of goods that are not obviously faulty and may require testing. The credit note which is issued can then be used as a payment against future purchases or converted to a refund.
Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.
We will only issue refunds on request. For your security, all refunds will be made either by cheque, or by applying a credit against the credit card used for the original purchase. The actual method of refund will depend upon the payment method used for the original purchase.
In some circumstances, a replacement product or repair will be offered instead of a full refund. We will consult with you and act in accordance with relevant warranties, other contracts and statutes. If we choose to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.

10. NON-WARRANTY SERVICE AND REPAIRS

All claims for service not covered by any kind of warranty should, in the first instance, be directed to us. We will contact the manufacturer or its authorised service centre or agent.
If the manufacturer wants you to return the product to us, then we will contact you and you will be issued with a Return Authorisation Number, but you will need to specify that the goods are being returned for non-warranty service or repairs.


You will need to package and address the product and arrange for return delivery of the product to us. We will not pay or reimburse any costs associated with a customer-initiated shipment for non-warranty service or repairs.
Upon receipt of the product, we will return the product to the manufacturer or its authorised service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, we will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.
Once the product is returned to us, we will arrange return delivery of the product to you. We require payment of the manufacturer's service charges and any costs associated with processing of the return prior to returning the product to you.