Change of mind
Customers wishing to return unopened and unused goods due to change of mind may do so within 30 days of receiving their order (some product exclusions apply, read further below).
Returns are accepted for a credit voucher only and must be returned unopened, undamaged and in a resellable condition. The credit value will be for the cost of the product(s) only. Vouchers are valid for 1 year from creation. Shipping costs are not refundable.
Free Shipping Items - Some individual Items are advertised with free shipping (this is different from a free shipping promotion, eg: Free Shipping for spending over $199.00). Returning one or more of these items that were initially sent to you with free shipping will incur a $15.00 fee that will be deducted from the total credit amount. This is to cover the initial shipping amount that we absorb when offering free shipping.
Promotions (discount vouchers or free shipping over $199) - if your initial purchase received a promotion based on a required amount of spend, and the value of returned goods brings your order below the required amounts, the promotion no longer applies and affects the credit amount. The actual shipping fee of the items to the delivery destination will apply.
Volume discounts - As we offer volume discounts on some products, if you received a volume discount for purchasing a required quantity and some of these items are returned, this affects the total amount of credit. The amount of units that are kept will be at the price based on that quantity level discount. For example, if a product has these volume discounts: buy 1 = 20% off, buy 3 = 25% off, buy 6 = 30% off. If you purchased 6 units and received 30%, but return 5, then the remaining 1 unit is kept at the 20% discount price.
For all exchanges, there will be a re-delivery fee. This may be deducted from the total exchange credit value or charged separately if required.
Exclusions - Heat sensitive items, refrigerated items, clearance items, books, DVDs, CDs, under garments, Squatty Potty, face masks (disposable, surgical, cleaning, salon) are not accepted for return.
Received the wrong item?
In the instance that we have sent you an incorrect item, we must be notified within 48 hours of receiving your parcel.
The item must be unopened to be eligible for return.
In this instance, we will cover return shipping costs of the incorrect item.
Once received at our location, the item will be inspected to ensure it is eligible for return.
We will then ship the correct item to you (if stock is available). If stock is not avaialble, we will issue a refund for the item.
If a non consumable product is determined to be faulty on arrival, we must be notified within 48 hours of the parcel being received. After notifying us, the item may be returned for replacement to our location within 30 days of the customer receiving their order. Any non consumable product that is determined faulty and is not notified to us within 48 hours and returned within 30 days of the customer receiving their order, cannot be returned to our location and the customer must speak to the manufacturer in regards to warranty procedures (if warranty applies). To receive a refund or exchange for faulty goods, the product must be returned to our location.
Method of returning goods
Prior to sending back any goods, the customer must contact us by email at firstname.lastname@example.org or phoning us on 02 9794 7555 and indicate the reason for requesting a return. If the request for return meets the requirements, one of our customer service representatives will provide you with a return authorization number.
A copy of the original packing slip, invoice, or other proof of purchasea along with the return authorization number must be included with the returned product.
It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. We recommend sending the parcel via registered post as we are not responsible for the parcel while in transit.
Please allow up to approximately 7 business days (or possibly longer due to stock availability) for replacement products to be dispatched.
Return To Sender
All Parcels returned to sender (Discount Vitamins Express) due to incorrect Address supplied by the customer, Acceptance Refusal, failure to pay customs duties or unclaimed from post office will incur a $10.00 return fee. Customers who wish to have their parcel resent to them, will need to pay a re-postage fee (on top of the return fee).
If a parcel is not received back to our location, we cannot issue a refund.