Refund Policy

Mt Eliza Natural Therapies is dedicated to making your shopping experience as convenient as possible. Please read the following information carefully to ensure you are fully aware of our returns policies as outlined below.

Our returns policy is in accordance with Australian Consumer Law. All returns must be returned within 7 days of parcel receipt.

Please note that, in line with Australian law and public health and safety regulations, we are unable to provide a return on medications, prescription items, vitamins, supplements, baby formula, and therapeutic products.

Proof of Purchase

Please keep your receipt or order number handy while contacting us as it will help us locate your purchase.


Cancelling orders that have been shipped must be posted back to us, at the expense of the customer. The product to be returned must be packed securely and must be sent via registered post in order for you to be able to track the parcels. 

Please note that the customer will be responsible for the product until it is received by us. Products that have been tampered with cannot be refunded. Postage costs will not be refunded.

Incorrect or faulty product

Mt Eliza Natural Therapies offers a replacement or refund if any products delivered to you are damaged or incorrect.

Incorrect product delivered

In such a scenario where the product you received is not what you placed an order for then please get in touch with our Reception support within 7 days of parcel receipt. Our customer support, upon looking into the issue will help you with a pre-paid shipping label to return the product. You can then choose to either have the correct product re-delivered at our cost or receive a full refund. 

Damaged/Defective product delivered

In such a scenario where the product you received is damaged or defective please contact our Reception support within 7 days of delivery with your order number and a description of the condition of the damaged or defective item. Our Reception support, upon careful consideration and depending on the Manufacturer’s Policy for the product in question might offer to provide one of the below resolutions:

1. Place you in contact with the manufacturer (warranty support)
2. Replacement
3. Refund you for the product
4. Exchange the product


If you used your credit card to purchase online, your approved refunds must be processed on the same credit card.

NOTE: All returns will need to be confirmed with us first before returning the products. Unauthorised returns may be refused. No item will be refunded until received by us.

Our Reception support can be reached via email or phone (Monday to Friday between 9am to 5pm AEST):

Phone: 03 9787 7366

Posting Your Returns:

Mt Eliza Natural Therapies
Suit 2, 7 Davies Avenue
Mt Eliza, 3930, VIC

Returned products will be checked. The products are your responsibility until they reach us. Please ensure the product is packed in a sturdy and secure manner so as to avoid any damage in transit.