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Last chance! Spend $165+ on all orders and receive a FREE Xali Lash Serum
Australian shipping is available via Australia Post and Couriers Please.
We endeavour to process orders within 1-2 business days. We offer regular and express postage but do not guarantee any delivery times as these are constantly changing.
We don't accept returns or offer refunds for change of mind. Once an order has been delivered, it can't be returned, exchanged, or refunded. This includes ordering the wrong product, changing your mind about a formulation, or no longer needing it.
If something is wrong with your order, we'll fix it at no cost to you. Damaged, faulty, incorrect, missing, or never arrived — see If something's wrong with your order below.
All Naternal products are TGA-listed medicines. Once an order leaves our warehouse we can't verify how it has been stored, which means we can't return it to stock or send it to another customer. It's a standard position for therapeutic goods and one we hold firmly.
This doesn't affect your rights if something is wrong with your order. If it is, we'll fix it — see below.
Get in touch as fast as you can at [support@naternalvitamins.com.au] and we'll check where your order is.
If we haven't packed your order, we can pull the order and cancel it. A $10 restocking fee applies, which covers finding your order, unpacking it, cancelling the label, and returning the products to stock. We'll refund the rest to your original payment method.
Once your shipping label has been printed, your order is committed to our carrier and we can't recall it. We'll send you tracking so you can follow it.
We usually pack the same day, so this window is short. Please don't wait to contact us.
We'll always make this right, quickly, and at no cost to you. Get in touch if:
Your order arrived damaged, crushed, or leaking
You received the wrong product
Something was missing from your order
There's a problem with the product itself — the capsules, the labelling, the expiry date
Send us a photo where you can, and we'll get a replacement out to you. You don't need to send anything back to us, and there's no fee.
If you'd rather have a refund, or we're out of stock, we'll refund you in full.
If a parcel isn't collected from the post office in time, it's returned to us and our carrier charges us a return fee.
When that happens we'll email you with two options:
Send it out again — a $15 re-delivery fee applies, covering the return charge and new postage. We're happy to send it to a different address.
Refund it — we'll refund your order minus the $15 return-to-sender fee.
We email you 3 days before every subscription order. That email is your window to skip, change, or cancel, and you can do all three from the link inside it or from your account.
Once your order has been processed and labelled, we can't recall it — the same as any other order.
You can cancel your subscription at any time. There's no minimum, no lock-in, and no cancellation fee.
Please stop taking it and get in touch with us. We want to know.
We'd also encourage you to speak with your doctor, midwife, or pharmacist, and to seek medical advice.
Nothing in this policy limits your rights as a consumer.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Email us at [support@naternalvitamins.com.au] with your order number and we'll come back to you as soon as we can.
Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.
