Shipping & Returns
We ship to Australian addresses via either Australia Post, Startrack, Couriers Please, TOLL, or TNT.
Please be advised, that we endeavour to dispatch by the next business day. As you may be aware, from time to time there may be various restrictions and lockdowns around Australia due to COVID-19 and such delays in freight movements may take place. We appreciate your patience and understanding during these times.
For all international shipping, most international addresses are shipped to via Australia Post or DHL unless specifically requested otherwise. If such, then contact with My Gut Wellness needs to be made prior to placement of order. If another shipping company is required, a shipping quote can be arranged.
International Import Duty/Tax Fees
It is the responsibility of the purchaser to be aware of any import duty/tax or any other fee related to the product/s entering your country and as such, any import duty/tax or any other fee related to the product/s entering your country, will be payable by the purchaser.
Products may only be returned because they are faulty or damaged in transit to you. Returns will not granted based on the flavour of a product or an incorrect order.
You must open your package from us immediately on receipt to inspect items are correct and accounted for. You need to carefully inspect for any signs of damage at this time. My Gut Wellness must be notified of a return request within 24 hours of the customer receiving the goods.
In all instances an RGA (Returned Goods Authority) must be issued by us prior to goods return, regardless of reason. Goods returned without an RGA may not be accepted. You will need to contact us to receive a copy of our RGA.
All returned goods that are not as a result of damage in transit or faulty goods (eg. incorrectly ordered) must be sent at your expense. Re-issued goods will also be sent to you at your expense. We strongly recommend the use of insured couriers for your protection. Returned items must be packaged as well as or better than when the item was received.
Policy regarding incorrectly ordered.
Goods returned incorrectly ordered must be in perfect, UNUSED & UNDAMAGED resalable condition accompanied by the original invoice. Goods returned that you incorrectly ordered are subject to a 15% restocking charge where a refund is desired. No restocking fee applies if a subsequent order to the same or greater value is placed, or alternatively a credit to that value can be placed on your account for future use within a maximum time period of 12 months. FREIGHT CHARGES WILL NOT BE REIMBURSED.
If incorrectly ordered My Gut Wellness will not accept the return of product if a product shows signs of use as they cannot be resold as new.
It is your responsibility to determine that the product ordered is correct. If you are unsure about a product you wish to purchase, please contact us BEFORE you order. The staff at My Gut Wellness are happy to assist.
Policy regarding faulty goods or parts broken in transit to you.
Faulty goods returned will be examined and will be further tested. Warranties will be given for failure of goods when due to a manufacturing defect but not if goods are damaged due to improper handling or use. Replacement will be determined in accordance with the Australian Consumer Law – major & minor failure. Damage or failure as a result of any other cause is not warrantable. Goods returned that are found to have no fault, will be returned to you at your expense.
We ship all goods via Australia Post, Startrack, Couriers Please, TOLL, TNT, or DHL. We endeavor to protect all goods against damage in the packaging process.
We reserve the right to vary the freight cost from that shown in the shopping cart in instances where goods are being sent to regions deemed remote, isolated, not serviced or for heavy or large items. Any variation will require us to notify you prior to dispatch.
Freight costs to international locations are calculated at the checkout.
Delivery times within Australia vary greatly dependent on destination. Expect 1-7 working days; most orders that weigh less than 5kg are 1-2 day delivery for most Australian destinations.
We do not guarantee immediate dispatch. All effort will be made to dispatch within 24 hours of order, however, if the item is not currently on the shelf, we may need to order goods to replenish stock which may take from 1-10 days. We will notify you immediately if any delay is expected along with a rough time frame on how long that might be. Once in stock again, we will then contact you to keep you informed of shipping times.