Returns

Returns Policy

 
All Returns must be authorised by following the "Returns Procedure" below.
As described in our Refund Policy we do not refund returned products, so please choose carefully.
Authorised returns will result in a replacement product or a credit note. We offer a return policy on products that are classified as one of following:
  • "Damaged in Transit"
  • "Incorrectly Shipped"
  • "Unopened Product"
  • "Faulty Product"
Otherwise, due to the health risks from tampering, all products are considered to be sold on a "No Return Basis".
We will not accept any opened product for return unless the product is returnable under the express terms of this Returns Policy, a manufacturer’s warranty or other contract or statute.
Examples of conditions under which we would accept an opened product are:
  • A product "Damaged in Transit"
  • A product that develops a fault due to a cause occurring prior to purchase.
  • A product that could be considered to be of un-merchantable quality.
Please note that events such as
  • Wilful damage
  • Misuse
  • Unauthorised repair or
  • Tampering with a product
may prevent a product being accepted for return.
Details of our "No Return Basis", "Damaged in Transit" and "Incorrectly Shipped" policies are provided below. Unless otherwise specified, the rights and benefits set out in this Returns Policy are additional to all conditions, warranties, guarantees, rights, remedies and other terms expressed or any manufacturer’s warranty. Details of our manufacturer’s warranty returns policy are set out below.
 
Return Procedure
 
All goods to be returned whether defective or not. You will need to supply the following information, most of which will be on your packing slip or invoice.
 
Name and contact details of original purchaser.
  • Our reference number
  • Name of product to be returned
  • Date on packing slip or invoice
  • Reason for return
  • Your name and contact details

It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping.

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 process the return.
The product-shipping carton should be addressed to the following address (unless otherwise directed):
 
Mr Vitamins
324 Victoria Ave Chatswood, NSW, 2067
 
For "Damaged in Transit" or "Incorrectly Shipped" products, Mr Vitamins will arrange for the product to be picked up for return to Mr Vitamins. The method might vary depending on the product.
For all other returns, subject to any rights the customer might have, manufacturer’s warranty or otherwise under contract or statute, the customer is responsible for all costs associated with return of the product to Mr Vitamins and Mr Vitamins will not pay or reimburse any associated costs.
Mr Vitamins recommends that products returned by post be sent by registered or certified mail. Mr Vitamins accepts no responsibility for loss or damage occurring in transit on return to Mr Vitamins.
If a product is not "Damaged in Transit" or otherwise returnable under this Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to you at your cost.
Some products may need to be returned to the manufacturer for testing. If your product is in full working condition or any defects or damage can be shown to have been caused after you took receipt of the product, it will be returned to you and you will be invoiced for the freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.
Unless stated otherwise under this Returns Policy, any manufacturer’s warranty or other contact or statute, Mr Vitamins reserves the right to refuse any returns that: are incomplete or missing parts; or are not returned in their original packaging, show signs of physical damage to the product or its packaging. Please note that events such as wilful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
 
Damaged in Transit Product
 
In the event that you receive a product that appears to have been "Damaged in Transit" - that is, damaged in transit from Mr Vitamins to you - you should: refuse to accept delivery of the product, direct the courier to "Return goods to sender" and 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 possible, you should package and address the product for return in accordance with the above procedures (see Return Procedure). To minimize processing time and potential difficulties in proving the cause of damage, we recommend that all "Damaged in Transit Products" be returned to Mr Vitamins within 7 days of purchase. If it is reasonably determined by Mr Vitamins that the product has not been damaged in transit, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.
For products, which are determined by Mr Vitamins to be damaged in transit, a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you. Please note that events such as wilful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
 
Incorrectly Shipped Product
 
In the event that you receive a product that is different to the one ordered ("Incorrectly Shipped Product"), you should notify our Customer Service staff immediately upon receipt of the product. If possible, you should package and address the product for return in accordance with the above procedures (see Return Procedure).
For all "Incorrectly Shipped Products", a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you, once the returned product has been received by Mr Vitamins. If it is found by Mr Vitamins that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.
Please note that events such as wilful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
 
Unopened Product
 
Except for product sold on a "No Return Basis" as detailed below, under exceptional circumstances Mr Vitamins can offer a 7-day return policy for product in its original, unopened and undamaged packaging. Accepting this type of return is completely at the discretion of Mr Vitamins.
You must contact our Customer Service staff within 7 days of shipping of the product; otherwise, we cannot authorize a return. You will need to package and address the product for return in accordance with the above procedures (see Return Procedure). You will need to arrange for return delivery of the product to the address listed in the above procedures. Mr Vitamins will not pay nor reimburse any costs associated with a customer-organized shipment of "Unopened Product".
For products which are found to be in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery. If it is found by Mr Vitamins that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.
 
Faulty Product
 
In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it under the "Damaged in Transit Product" procedure above. Please note that events such as wilful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
If a manufacturer offers to accept opened product for return, then we will honour the manufacturer’s returns policy where it involves us as the retailer. The manufacturer’s returns policy will direct you to either:- Return the product directly to the manufacturer, its agent or a third party service provider; or Return the product to the retailer from whom the product was originally purchased.
If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organize any refund, repair or replacement payable under the policy.
If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Service staff at least 7 days before the expiration date specified by the manufacturer; otherwise, the return may not be authorized in some circumstances. You should provide any additional information that may be required under the manufacturer’s returns policy. Where possible (and to the extent consistent with the manufacturer’s returns policy), you will need to package and address the product for return in accordance with the above procedures (see Return Procedure) and you will need to arrange for return delivery of the product to Mr Vitamins at the address listed in the above procedures.
Mr Vitamins will not pay or reimburse any costs associated with a customer-organized shipment unless it agrees to do so or is required to do so under this Returns Policy. The product should be received by our warehouse within the period specified by the Manufacturer; otherwise, the return may not be authorized in some circumstances.
For products which are validly returned under a manufacturer's return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery. If the product has not been validly returned under a manufacturer’s return policy (or any other policy described in this Returns Policy), it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.
Please note that events such as wilful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
 
No Return Basis
 
The term "No Return Basis" means that, unless the product is "Damaged in Transit", "Incorrectly Shipped" or otherwise returnable under a manufacturer’s warranty or other contract or statute, the product will not be accepted for return. Examples of products sold on a "No Return Basis" include: All health supplements Products with a "No Return" label. Products specially ordered for a customer. Product listed on the packing slip or invoice as "No Return".
Examples of conditions under which we would accept "No Return Basis" product are: "Damaged in Transit" product. Product that could reasonably be considered to be of un-merchantable quality.
Please note that events such as wilful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.
 
Refunds Policy
 
We do not refund returned products so choose carefully. Authorised returns will result in a replacement product or a credit note. The only exclusions to this refund policy is for goods not yet shipped where a bought product cannot be sourced within a reasonable amount of time from the manufacturer.
 
Processing Credits
 
A credit note will normally be issued within 7 days of us receiving the goods returned in accordance with this Returns Policy, with the exception of goods that are not obviously faulty and may require testing. 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. The credit note which is issued can then be used as a payment against future purchases. In some circumstances, we may elect that a replacement product or repair is sufficient remedy instead of a credit note. This election will be at our sole discretion, but will only occur after consultation with you and in accordance with relevant warranties, other contracts and statutes. If we elect to have a product replaced or repaired, we will do this at our cost and return the product (or its replacement) to you promptly.