Natures Energies Health Products (hereinafter "Natures Energies") means to include any parent, employee, contractor, contracted maker, and/or representative or any other rights holder, officer, affiliate, and member of Natures Energies
The following terms and conditions are agreed upon by all customers who have proceeded to the checkout page when using the Natures Energies secure web site ordering system. The terms and conditions also apply to any customer purchasing goods or services through Natures Energies and paying using other methods such as telegraphic money transfer, IMT, direct bank deposit, Western Union, Money Order and so forth.
- Postage Insurance
- Delivery Service
- Exchange Rates
- Customs Charges
- Returns Policy
- Cancellation Policy
- Refund Method
- Disclaimer Notice
- General Data Protection Regulation (GDPR)
The primary currency for all products in the Natures Energies web site is in $US currency.
2. Postage Insurance
All orders are automatically insured against loss or damage during transport.
If any of the goods that you have received have become damaged during transit, or items are missing from the parcel as a result of damaged packaging, you will need to take the damaged goods (where necessary), together with the packaging materials to your local post office to be examined, and then a complaint will need to be formally lodged with that post office. This is UPS international policy that must be followed for a formal investigation to be made into the damaged or missing items. Make sure that you have included the insurance form which will be on the outside of your parcel. When the formal complaint is received in Australia, an investigator will examine the issue and a refund will be issued if the postal service is found to be at fault. Claims can take up to 12 weeks before being settled.
If you have selected the insurance option when you placed your order with us, and you believe that your order may have gone missing in the mail, you can contact Natures Energies, and we will then contact Australia Post with your insurance to investigate where the order is. If the investigation shows that the parcel is missing, we will either send a replacement item to you or refund payment to you after the investigation has finished (up to 12 weeks).
The following guide shows the minimum time that we are able to obtain assistance from Australia Post, to launch an investigation into the whereabouts of your missing order;
- Economy Mail: 12 Weeks
- Pack and Track: 4 Weeks
- Express: 10 days
We will then email you with further information on the whereabouts of your order and/or details of replacement parcel or a refund (takes up to 3 months).
3. Delivery Service
All orders are sent using the delivery service selected when you placed your order using our online shopping cart system.
Natures Energies will not be held responsible for delays in orders which cause the delivery date to fall outside the stated delivery days for the selected delivery service chosen when placing an order, and claims for such delays will not be accepted. Such delays can be as a result of customs holding onto orders for which we or the delivery service have no control over, weather delays or other unforeseen circumstances.
Where an order is returned to our office (return to sender), we will contact and advise the customer that the order has been received at our office. It is up to the customer to pay delivery costs again, should they wish the order to be resent to their delivery address. Should the customer refuse to pay delivery then the only other option is to refund cost of goods according to section 7 below. Note that under these circumstances, the parcel will be treated as a returned item(s) and restocking fees and other charges outlined in section 7 will apply. Examples of goods being returned to sender are, an incorrect delivery address, return of goods for refusal to pay customs fees, refused delivery, or non collection of goods on advice from the post office. There are other circumstances by which orders are returned to sender that are out of our control, but the described policy still applies.
Note that no tracking number is provided for economy mail delivery. Tracking number is only provided for Pack and Track or Express delivery. In the instance where an order has gone missing in the post, a tracking number cannot be provided as evidence for the order having been dispatched unless Pack and Track, or Express delivery service has been arranged.
The terms and conditions for all of the delivery services that we use by which we and our customers are bound use can be viewed by clicking here. The Express that we use is EMS International Courier. Insurance is specified in the document as extra cover.
4. Exchange Rates
The primary currency for all products in the Natures Energies web site are shown and processed in ($US) United States currency.
5. Customs Charges
When you place an order with Natures Energies Health Products, your order will be shipped from our warehouse in Melbourne Australia.
If you reside outside of Australia, your shipment may be subject to customs charges or duties. Customs charges or duties are a form of tax that is charged for importing goods from overseas.
These taxes are usually collected by the postal service on behalf of your national government.
Natures Energies Health Products shipping charges cover the cost of shipping our products to your delivery address, and do not include custom charges, duty, or any other country-specific taxes.
Natures Energies Health Products will not be held liable for any customs charges or import taxes, and will not refund items seized by your customs office.
Please note that it is your responsibility to pay these taxes, and Natures Energies Health Products cannot reimburse these taxes.
If you decide not to pay these charges, the postal service will return your package to us, and we will process a refund in accordance with our refund policy upon receipt of the package.
6. Returns Policy
If you are not satisfied with your purchase, in addition to your rights as a consumer under consumer protection laws and regulations, you may also be eligible to return the item for a refund under Natures Energies Sale and Refund Policy (as described below).
- Natures Energies will only accept returned items if they are unopened, undamaged, and if they have not been visibly handled or used in any way. After inspecting returned items, if it should be deemed that they do not fit this criteria, you will be responsible for providing postage and packaging costs to have the items returned to your delivery address. If the costs are not provided by yourself within 14 days, the items will be disposed of.
- All items are to be returned at your expense.
- A restocking fee of $US7.00 for each item being returned or 20% of the sale price (whichever is the higher amount) will be deducted from the money refunded for returned items.
- Unless otherwise stated in warranties applying to specific products, item claims must be within 45 days of the sale date.
- Consumable products (e.g., balms, flower essence remedies), products which can be worn (e.g., pinhole glasses and pendants) and software products are non-refundable.
- Postage and handling costs are non refundable. Where free postage and handling has been provided, the actual postage costs and $US3.00 to cover packaging materials will be deducted from the money refunded, in addition to the restocking charges described in point 3 above.
In the event that purchased goods are for any reason returned by the postal service (e.g., unclaimed goods, incorrect address etc) to Natures Energies, a complete refund less the postage costs will be given to the customer on the goods being received. The customer can optionally request that the goods be resent in which case additional tollage for the delivery service will be charged to the customer.
Note: it is the responsibility of the customer to ensure that items purchased are legal in the country to which they are being sent. Where items are returned due to importation not being authorized, or refusal to receive items, the same conditions for returns specified above apply.
Returning Items to be Exchanged
We will only accept items for exchange if they are resalable. To be resalable, the product must;
- be presented unopened in the packaging in which it was received (excludes postage materials).
- not be an item which may have been worn (e.g., pinhole glasses, pendants, wrist bands etc) due to hygiene standards which we follow.
Following this requirement, should you wish to exchange an item which you have purchased from Natures Energies for another item, you will be responsible for paying the mailing postage costs as well as a packaging fee of $US3.00 for the new item to be sent to you. Natures Energies is not responsible for paying the postage costs for the item being returned. Where the price of the new item is less than the price of the item being returned, you agree to pay a $7.00 restocking fee for that item. The difference in prices between the new item and the returned item will then be deducted and the money refunded (less the restocking fee). Where the price of the item being returned is less than the new item (or the same price), no restocking fee will be charged. The difference in price between the new and replacement item will then be charged to the customer.
If an item is deemed to be faulty, the customer has 72 hours from the time of receiving the item to notify Natures Energies that they have received a faulty item. It is then the responsibility of the customer to return the item to Natures Energies at their own expense to be examined, and then exchanged or refunded. Customers must always choose the cheapest delivery service available if they wish to have their postage costs refunded by Natures Energies, in the event that the item is determined by Natures Energies to be genuinely faulty. The maximum amount Natures Energies will refund for postage is the original postage amount paid by the customer when they first placed their order with Natures Energies, or $US20.00, whichever is the lower amount. If the item is deemed by Natures Energies to not be faulty, the customer will be notified, and it is up to the customer to pay for the item to be returned to them, or they can request for the item to be refunded as described above. If Natures Energies determines that the item is faulty, Natures Energies will refund the postage expenses of the customer (provided they were the cheapest - see above) and pay delivery costs for a new item to be sent to the customer using the cheapest delivery option available (items will not be sent by sea mail).
Items should be returned the the following address;
Natures Energies Health Products
3 Wagtail Court
Narre Warren, VIC, 3805
7. Cancellation Policy
You normally cannot cancel your order once the order has been placed. It is sent in real time to the fulfillment center for shipping and we normally cannot stop it. In some circumstances orders can be stopped and cancelled but we are required to charge a 7% cancellation fee to cover fees charged by Shopify, PayPal and other organsations which do not refund fees to us. Part of that fee is also to cover inconvenience and our time in withdrawing the order.
If you change your mind for any reason after placing your order and it has already been dispatched, be assured that you can return any unwanted items to us after you receive them in accordance with our Returns Policy.
8. Refund Method
- Your refund will be issued after we receive your item(s). The way your refund is processed depends on your original payment method.
- Credit card refunds will be sent to the card-issuing bank within five (5) business days of receipt of the returned package. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
- For cheque/money order/ direct deposit payments, you will need to provide us with your bank details, please allow up to 10 days to post the refund to your account.
All claims must be notified to Natures Energies within 45 days of the sale date. After this time, it is agreed that the sale is final, and that no further claims (outside of warranty conditions) can be made.
11. Disclaimer Notice
All customers agree that they have read the Disclaimer Notice prior to proceeding with purchasing any goods through Natures Energies.
12. General Data Protection Regulation
All customers understand that Natures Energies send account-related emails (such as order status notifications, password reset emails, and more) to the provided email address. For that reason we need to store your email address while you remain our customer.
We use the information in the billing/shipping address section and may send it to a shipping or payment method provider to:
- Determine what shipping and payment methods are available for your location.
- Complete the payment or shipping process via the provider that you choose at checkout when you submit the order.
Some members of our staff and/or vendors who sell products in our store and use its administration panel may be able to access your data. We value your privacy, so the access to data is provided on a need-to-know basis in order to operate the store. For example, a vendor only receives your data if you ordered something from them, so that the vendor can fulfill that order.
If you decide that you no longer want to use our store and would like to have your personal data removed from our database (or if you’d like to get all the personal data associated with your account that we have), please send an email to firstname.lastname@example.org.
If you believe that your personal data has been misused, you have the right to lodge a complaint with a supervisory authority. We’re obliged by EU General Data Protection Regulation to let you know about this right; we don’t actually intend to misuse your data.