To ensure a consistent experience for buyers, you must match or exceed the BuyNatural returns policies available on buynatural.com.au. For a summary of important requirements from our return policies, refer to the help page Returns. However, you should always check the BuyNatural returns policies for more detailed guidance and comply with those policies.

The Australian Consumer Law (ACL) requires businesses to provide consumer guarantees for most consumer goods and services they sell. The guarantees provide consumers with rights that apply in addition to any returns policy or warranty you may offer on your products. Additional information about consumer guarantees is available here.

The BuyNatural returns policies apply in addition to and do not limit, other rights and remedies that customers may have under law, including under the Australian Consumer Law.

Return process #

If a buyer requests a return, BuyNatural will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer’s request doesn’t comply with our return policies, you will be informed by email.

To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. To get there from your seller account, click the Orders drop-down menu, and then click Manage Returns.

Refund options #

If you authorise the return request and want to refund the order, you can choose from several options. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition.

You can issue a concession in addition to or instead of refunding order amounts.

Cancelled returns #

If a buyer contacts you directly to cancel a return request, ask them to cancel it through their BuyNatural account. You’ll get an email when buyers cancel pending requests.