Refund policy
We want every Nutrio order to arrive as expected and be something you are happy to receive, enjoy or gift.
Because many Nutrio products are food items, some return restrictions apply. However, your rights under the Australian Consumer Law continue to apply.
Change of mind
Due to food safety and hygiene considerations, Nutrio generally does not accept returns or exchanges for change of mind once food products have been dispatched.
Please review your order carefully before completing your purchase.
If you contact us before your order has been processed or dispatched, we may be able to assist with a cancellation or amendment, but this cannot be guaranteed.
Damaged, faulty or incorrect products
If you receive an item that is:
damaged in transit, faulty, incorrect, significantly different from what you ordered, or otherwise does not meet applicable consumer guarantees, please contact us as soon as reasonably possible.
We may ask you to provide your order number and photographs so we can assess the issue quickly.
Depending on the circumstances, an appropriate remedy may include a replacement, refund, store credit or another solution.
Food products
Please inspect food products when they arrive and follow all storage, handling and best-before instructions provided on the packaging.
Nutrio is unable to accept returns of opened food products simply because a customer changes their mind or does not prefer a particular flavour.
This does not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
Allergies and ingredients
Customers are responsible for reviewing the ingredient and allergen information provided for each product before purchasing and consuming it.
Please contact us before ordering if you have questions about ingredients or allergens.
A change-of-mind refund will generally not be available where allergen or ingredient information was clearly disclosed before purchase, except where required by law.
Hampers and gifting products
If a hamper, gift box, jar, tray, basket or other gifting item arrives damaged or incorrect, please contact us with photographs of the item and packaging.
Where only one component of a hamper is affected, Nutrio may offer a replacement or other appropriate remedy for that component rather than replacing the entire hamper, depending on the circumstances.
Customised and personalised gifting
Customised, personalised, corporate, wedding and event gifting may be prepared specifically for your order.
Once design approval, personalisation, production or packing has commenced, these orders generally cannot be cancelled or returned for change of mind.
However, this does not affect your rights where goods are faulty, damaged, incorrectly supplied or otherwise do not meet applicable consumer guarantees.
Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet entered processing or dispatch, we may be able to cancel it.
Once an order has been dispatched, it generally cannot be cancelled for change of mind.
Customised orders may have separate cancellation conditions depending on their production stage.
Refund processing
Where a refund is approved, it will generally be processed back to the original payment method used for the purchase.
Once Nutrio processes the refund, your bank, card provider or payment service may take additional time to reflect the funds in your account.
Original delivery charges may not be refundable for change-of-mind matters, but this does not limit any entitlement you may have where required by law.
Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If there is a major problem with a product, you may be entitled to reject the goods and choose a refund or replacement.
For other problems, you may be entitled to have the issue remedied within a reasonable time.
Nothing in this Refund Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.
Contact us
For refund, return or order issue enquiries, please contact:
Nutrio Pty Ltd
Email: info@nutrio.com.au
Australia
