Refund policy
At Health & Balance Vitamins, we want you to feel confident in your purchase. If you need support with your order, our team is here to help.
Because our products are nutritional supplements, specific return conditions apply to protect product safety, quality, and regulatory compliance.
About Us
Health & Balance Vitamins is an Australian-registered business. Orders placed through our US website are fulfilled by our distribution partners on our behalf.
Our products are supplied in accordance with applicable regulatory requirements, including relevant FDA guidelines for dietary supplements.
Nothing in this policy excludes, restricts, or limits any rights you may have under applicable US consumer protection laws.
If a product is faulty, damaged, incorrectly described, or not of acceptable quality, you may be entitled to a replacement, refund, or other remedy in accordance with applicable law.
For all return and refund enquiries, please contact our team at info@handbvitamins.com with relevant details so we can assist promptly.
Change of Mind Returns
We understand that sometimes plans change. While we are not required to accept change-of-mind returns under US consumer laws, we may offer them where the following conditions are met:
- The return request is made within 14 days of delivery
- The parcel is unopened and in the original shipping box
- All product safety seals remain intact
- The items are in the same condition they were received
Some supplements are shipped directly inside the delivery packaging without additional outer packaging. For this reason, the shipping packaging forms part of the product’s protective packaging.
Due to safety, hygiene, and regulatory requirements for indigestible products, we cannot accept returns where:
- The shipping packaging has been opened
- The product seal has been broken
- The product or packaging has been tampered with, altered, or damaged
Once a parcel has been opened, we cannot verify handling or storage conditions. These orders are not eligible for change-of-mind returns.
Customers are responsible for return shipping costs.
How to Request a Return
If your order meets the above conditions, please contact our team with:
- Your name
- Your order number
- Reason for return
Once approved, we will provide return instructions and the return address.
We recommend using a tracked shipping service, as we are unable to take responsibility for parcels lost during return transit.
Refunds are processed once:
- The parcel has been received by our warehouse, and
- Goods are confirmed unopened and suitable for resale
Returns are processed in warehouse batches, typically at the end of each calendar month.
Cancellation Fee (Order Unfulfilled)
If you request cancellation of a one-time or subscription order after payment has been processed but before fulfillment, a 4% fee will be deducted from the refund amount to recover non-refundable transaction costs incurred at the time of purchase.
This applies even where the order has not yet been dispatched, as payment processing fees (including gateway, currency conversion, and related charges) are not returned to us.
Deductions
For approved change-of-mind returns:
- Original shipping charges are non-refundable
-
A $10.00 USD handling fee applies
Customer-caused returns include:
- Incorrect address provided
- Delivery refused
- Parcel not collected
- Change of mind
Faulty, Damaged, or Incorrect Items
We take care in packing every order. If something is not right, we will work with you to resolve it.
Visible Transit Damage
If your parcel arrives damaged (e.g. broken bottles, leaks, crushed packaging), contact us within 5 business days of delivery.
Product Concerns After Opening
If you notice an issue after opening, contact us within 30 days of delivery.
Beyond this time frame, we cannot verify storage conditions.
Incorrect or Missing Items
If something is missing or incorrect, contact us within 48 business hours of receiving your order and include:
- Your full name
- Order number
- Clear photos of what was received
Once confirmed, we will arrange a replacement as a priority. A store credit may also be offered where appropriate.
Third-Party Deliveries
If tracking confirms delivery (including parcel lockers, reception desks, or shared addresses), the order is considered delivered.
Responsibility transfers to the recipient at that point. We are not liable for loss or theft after confirmed delivery.
Cancelling a One-Time Order
To request cancellation, please email info@handbvitamins.com as soon as possible.
We cannot guarantee cancellation before dispatch, particularly during busy periods.
If already dispatched, you may:
- Refuse delivery
- Return the parcel using tracked shipping at your expense
Returns must still meet policy conditions.
Subscription Orders
Subscriptions are manually selected at checkout.
You will receive confirmation and reminder emails before each renewal, allowing time to update or cancel.
If a subscription order has already been processed and dispatched, standard return conditions apply.
Subscriptions can be managed through your Customer Portal.
Returned Orders
If a parcel is returned due to an error on our end (e.g. warehouse or labeling issue), reshipment will be arranged at no cost.
Returns may also be accepted where:
- Request is made within 14 days
- Parcel remains unopened
- Seals are intact
- Goods are in original condition
Returns that do not meet these conditions will not be eligible for a refund.
Returns Not Accepted
Returns will not be accepted where:
- The parcel has been opened
- The product has been used or tampered with
- The customer decides they do not like the flavor or ingredients
- Medical advice is received after purchase advising against use
- The product has been misused or improperly stored
This approach aligns with safety and quality expectations for dietary supplements.
We encourage reviewing ingredients carefully and consulting a healthcare professional before purchasing.
Lost Returns
We are not liable for lost return parcels.
Refunds are only issued where:
- The parcel is received by our warehouse, or
- Valid tracking confirms the parcel was lodged and lost in transit
Reshipment of Returned Orders
If your order is returned and you prefer reshipment:
Conditions:
- Parcel received and cleared by warehouse
- Goods confirmed unopened and suitable for resale
Reshipment fees will be calculated based on your location and shipping method.
A secure payment link will be provided once delivery details are confirmed. Orders are resent after payment is received.
International Customers
Customers are responsible for understanding local import regulations before purchasing.
Health & Balance Vitamins is not liable for refunds where:
- A parcel is denied entry due to local regulations
- Duties or taxes are unpaid
- Delays occur and the order is declined
If a parcel is returned due to unpaid duties:
- Original shipping is non-refundable
- A $10.00 USD handling fee applies
Refunds are processed once the parcel is received and approved
Disclaimer
Health & Balance Vitamins do not provide medical advice. No information on this website is intended to be considered as professional medical advice, diagnosis, or treatment of a medical condition. The information contained on this website, including but not limited to text, images, blogs, videos, and other material is for general informational and educational purposes only.
Health & Balance Vitamins and its employees and agents make no claims to have medical qualifications. Please always seek the advice of a qualified medical practitioner before purchasing any products.