Refund policy

Purely Natural Returns Policy

Buying online has become normal, and everyone is doing it. But sometimes, things just don’t work or arrive as expected! Purely Natural follows Australian Consumer Law.

Change of Mind

We accept returns on our products* provided they are returned in the same condition as they were bought and have not been used, opened, or the seal broken. If you change your mind, you can return the product to the address below. Please include a copy of your order confirmation or a handwritten note with your order number. Delivery costs are not refunded.

Change of mind returns are not available for the following products:

• Razors
• Blades
• Face masks
• Underwear
• Period underwear
• Menstrual cups
• Chocolate
• Reusable sanitary pads
• Feminine hygiene products
• Gift cards

Conditions for Returns:

• Must be received within 30 days.
• Items must be unused, with seals intact and tags attached where applicable.
• Packaging must be intact with no tears or blemishes.
• Use tracking for returns, as we cannot be responsible for items that go missing before they reach us.

Processing Returns:

• Returns will be processed within 7 days of receipt.
• Delivery costs are not refunded.
• Exchanges are possible, but we do not cover shipping costs for replacements.

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Damaged or Incorrect Items

If your item is damaged/faulty or you believe the product is incorrect, please contact us within 7 days. Refunds are not provided for natural wear and tear or for damage caused after receipt.

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Sensitivities

We cannot accept returns or process a refund for products you have sensitivities or allergies to. Full ingredient lists are available on our website, so please review them carefully. Feel free to email or call us for advice before purchasing.

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Chocolate

We do not ship chocolate with cold packaging. If the weather is hot, it can damage the chocolate. We recommend avoiding chocolate orders during hot weather. Selecting express shipping may help, or you can pick up your order from our shop in Woy Woy (NSW Central Coast). We do not offer refunds, replacements, or credits for melted chocolate.

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Returns Address

Returns
Purely Natural
56 Ocean Beach Road
Woy Woy, NSW
2256

For queries regarding returns, please email our customer service team at: info@purelynatural.com.au

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Restocking Fee

A restocking fee applies to any item canceled from your order. This fee is 10% of the item's price, with a minimum charge of $2 per item, and will be deducted from the refund amount.

Why a Restocking Fee?
Restocking fees cover the additional costs incurred when customers cancel items for change of mind, helping us maintain fair pricing for everyone.

Restocking fees do not apply to returns due to defects.

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Duplicate Orders or Order Cancellations

If you accidentally place a duplicate order or need to cancel, notify us immediately.

• If the order has been shipped, you must return the products for a refund, which will incur a restocking fee.
• If the order has not been shipped, a 3% charge applies to cover third-party payment gateway fees.

Please review your order carefully before completing payment to avoid unnecessary charges.