Refunds and Returns

REFUNDS & RETURNS

Unfortunately NatroVital does not offer a change of mind policy and therefore does not offer refunds once a product has been ordered and paid for. If a customer chooses a refund a 20% cancellation fee will apply to cover bank cancellation fees and administration costs. Refunds cannot be given on "downloadable products" once they have been purchased. Additionally, we are unable to offer returns or replacements for items once they have been shipped.

A full refund will be provided including shipping costs for any goods supplied with a major fault or defect.

If an item is damaged in transit, we will, once the claim is approved by NatroVital, send a replacement product at our expense. We may ask for proof of damage (photo’s etc) to substantiate the claim.

If a product is returned to NatroVital due to;

• an incorrect address, or
• failure by the customer to contact the courier for delivery or pick up from the post office,

we will contact you to organise re-shipping (additional shipping fees will apply).

In the event that NatroVital agrees to provide a refund in specific cases;

• All refunds shall be for merchandise only, less the initial shipping fee.
• An additional 20% restocking fee will apply.
• All refunds shall be issued as a store credit.
• All store credits are provided with a 6 month expiry date, from the date of issue.

Probiotic Product Orders

No refunds shall apply for any probiotic product order returned to us due to;

• an incorrect address,
• or failure by the customer to contact the courier for delivery or pick up from the post office.

Probiotics are a refrigerated product and can only remain viable in temperatures up to 30 degrees for up to 14 days, after which they start to lose their potency. As such, all probiotics returned to us will be destroyed and no refund will be provided.

Violation of Country’s Import Laws (International Orders)

If a package is returned to NatroVital due to violation of a country's laws or import regulations, the customer will be responsible for any and all fees billed to NatroVital as a result.

A refund will be issued for merchandise only, upon receipt of the returned package, less return shipping costs and a 20% restocking fee.

If an order is seized and destroyed by customs due to regulatory issues, the customer will not receive credit for the merchandise or shipping costs.

Additional Notes on Returned Packages (International Orders)

If an order is rejected by customs or is unable to be delivered, and the cost to return the goods is greater than the value of the goods;

• NatroVital will instruct the carrier to abandon the package.
• A refund will not be provided to the customer for the merchandise or shipping cost.

If an order is rejected by customs, because the customer is unwilling to pay the duties or taxes;

• NatroVital will only accept the rejected order if the value of the package is more than the cost of shipping back to us. A 20% restocking fee will apply.
• If the cost to return the items exceeds the cost of goods, then NatroVital will instruct the agents to destroy the package and no refund will be provided to the customer. 
Note: The customer may still be liable to pay the customs duties and taxes.
• If we do accept the return of the goods, the refund will be the total value of the order, less the original shipping fees, minus the cost to ship the goods back to us (which in some cases is quite a hefty fee).
• All refunds shall be issued as a store credit.
• All store credits are issued with a 6 month expiry from the date of issue.

We request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with the Customs Policies for your specific country before ordering.

Customs regulations differ by country and not knowing your countries regulations can result in your order incurring high import duties, delivery delays, or even returns.

Please check with your Customs Office to see if your country permits the shipment of the products you are planning to order from NatroVital, and if any additional licenses or permits are required.

Correct Information

Please make sure your phone number, shipping and email address is correct. Your phone number or email address may be used by the courier company, to contact you, in case there is a problem with your delivery.

NatroVital is not responsible for the entering of any incorrect information on your order. As such NatroVital will not be responsible for your parcel if it is incorrectly delivered due to the wrong information provided.

Once a parcel is shipped, we are unable to cancel the order, or change a phone number, delivery or email address.