Our return process is designed to be smooth and easy, and we back up our products with a guarantee that they can be returned - unopened and in original condition - postmarked within 10 days of the invoice date.
- First things first: open every order carefully. That way, if you do need to send something back, it’ll be in mint condition.
- Need to make a return? Get in touch via phone or email. That way, we’ll expect your parcel and have a chance to start the exchange or refund process.
- Place a copy of your invoice in the return parcel or a note with your invoice number, name, address and phone number. A short explanation is always appreciated to help us understand the needs of our customers and develop better products and processes - but this isn’t essential.
- Ship your return to:
PO Box 22
Uralla NSW 2358
✔ Unless we’re at fault, return shipping costs are your responsibility and original shipping is non-refundable.
✔ Returned items must be in their original condition with undamaged packaging, with refunds only issued for unused product.
✔ We can’t accept returns of mixed or blended products. If you’re planning to make teas or formulations, we recommend that you inspect each individual herb carefully before combining. Creating small test batch is always a great idea.
✔ Unfortunately, we can’t accept returns or offer refunds for clearance or sale items.
✔ Before returning, please read this information carefully to ensure your product qualifies. We can’t issue refunds or send your items back if they don’t meet requirements.
Discrepancies + shortages
If you receive your order and notice that something’s amiss, contact us right away. In the interests of freshness and quality, we have a 10-day return policy. This means that all discrepancies, shortages, broken merchandise or return requests must be made within 10 days of the invoice date - so let us know what’s happened and prepare to return your product, pronto.
Humans aren’t the only ones who like organic and natural products - bugs do too. Especially when herbs, spices, food items and other botanicals are free from sprays and chemicals, insect infestation is a possibility.
At Austral Herbs, we’ve been finding smart, non-toxic solutions to infestation for decades, and have several control methods to ensure everything leaving our warehouse is free from parasitic activity.
These protocols include pheromone traps, electronic and sonic repellers, temperature-controlled storage facilities, freezing suspected material and everyday attention to exceptional hygiene.
While we’re fastidious and focused on absolute cleanliness, there are no universal guarantees.
In your own tenure, please observe good storage practices. If your product does happen to become infested, freeze immediately at temperatures between minus 10 - 20 degrees celsius for two weeks.
If you receive a product from Austral that is found to contain pests, we will gladly offer a full and immediate refund. Please let us know and get the product back to us within 20 days; after this time, pest control is your responsibility.
Refunds are for the dollar value of the merchandise, and we can’t be held liable for other expenses incurred as a result of infestation.