Returns & Shipping

Jivita’s ‘change of mind’ returns policy is in addition to your statutory rights under the Competition and Consumer Act 2010 (Cth) and similar laws. If a product is faulty, not doing what it is supposed to do or is significantly different from its description/sample, then you may be eligible for a refund.

If your product is one authorised for return under Consumer Guarantee returns, we will email you a ‘Postage Paid’ parcel lable and instruction.

Please email us at info@jivita.com.au, along with returning product within:

• 7 days of the purchase of a change of mind returns; and
• a reasonable time for Consumer Guarantee.

Please email us the details and we will provide you with a return address. Remember to include the return form with your package.

We value our customers so if you change your mind you can return most products to us within 7 days of your purchase provided that:

• You have valid proof of purchase (usually a receipt);
• The product and packaging are in their original
condition including any manuals and
accessories;
• The product is in a re-saleable condition; and
• The product has not been used or damaged.
(collectively Return Requirements).

We will not accept returns for:

• Gift cards and vouchers;
• Any products on sale or special offer;
• Any products advertised as being non-refundable for change of mind.

Where any product is purchased as part of a transaction qualifying for a free gift, the gift and the bonus item must be returned subject to the Return Requirements. If you are unable to return the gift or it is not in a saleable condition upon its return, the value of any available
refund will be reduced by the market value of the gift.

Where we provide products as part of a bundled offer, all items within the bundle must be returned or the value of the unreturned items will be deducted from any available refund.

For ‘change of mind’ returns, the original shipping fee will not be refunded, and you must pay the full cost of returning the product to us.

For ‘consumer guarantee’ returns, the original shipping fee will be refunded for refund requests only. Exchanges of products will be posted free of charge.

If the Online Return Form is incorrectly completed or you do not comply strictly with this policy (for example, a product is returned because you believe and have indicated that it is faulty and we later determine it is not faulty, or a product returned for change of mind is not
resaleable when we receive it) we will be unable to provide you with a refund or exchange.

Refunds will be processed within 7 -21 days from the date that we receive the returned product from you to:
• the credit card from which you purchased the product; or
• where you purchased the product other than by credit card, to your supplied bank account listed on the Online Return Form.

Delivery time estimates listed below are a guide only.

Our main courier is Australia Post. However we may use other courier services (Other Courier) from time to time. It is not possible for you to specify a preferred courier when
placing your order.

Shipping charges set out below are based on the current shipping rates provided by our courierand are indicative only. These rates may change from time to time and are also dependent on the weight of the package to be shipped to you. Our shipping companies when calculating shipping charges round up the weight to the next full kilogram. You will be provided with the actual rate for the shipping of your order at check out.

Dispatching Orders

We endeavour to dispatch all orders within 1 business day after receipt of an order. During peak and promotional times, please allow 2-3 business days for dispatch.

Shipping options in Australia

New Zealand

Are you in New Zealand? We ship to you too. $25 flat rate charge.

Although express services are fast, unfortunately we cannot guarantee the time of delivery as this depends on the destination. Occasionally couriers experience delays and as much as we don’t like it, these delays are outside of our control. We therefore do not accept any liability and you agree to release us from all liability arising out of any delay in shipping and delivering an order.

Once an order is dispatched, Australia Post or where applicable the Other Courier sends a direct email to you with your shipping tracking number. Please note it can take up to 24 hours after dispatch for the tracking details to reach your inbox.

If you believe your order has been delayed or you have not received your tracking details within 48 hours, please contact us via our Online Enquiry Form so we can lodge an enquiry for you.

If there is an error with your address, please contact us at info@jivita.com.au ASAP and we will endeavor to amend your address. However, due to the fast processing times of our online shipping team this is not guaranteed.

We do not accept any liability for incorrect addresses, however we will always try to accommodate amendments to addresses where we can. To avoid disappointment, please make sure you check your delivery address carefully.

There may be rare instances when items ordered are sold out/unavailable on the same day of purchase. When this happens, the remainder of your order will be dispatched.

A member of our team will either source the missing item or in the even that the item cannot be sourced a refund will be processed on your behalf.

Orders are subject to availability and we therefore reserve the right to cancel any order due to unavailability.