Returns
What if the item I have received is faulty?
If you have received your order and an item is faulty, please contact us to submit a returns application for a replacement, credit or refund. You will need to send us a clear image of the issue, the expiry and batch number for the product, your order number and a photo of the item affected within 7 working days of receiving your order.
Our customer services team will review your returns application.
Please allow 2-3 working days for a response from our Customer Services rep. Please do not throw any items away until we have resolved or closed the matter.
Where an item is faulty and this was not disclosed at the time of purchase on the online listing, in the first instance we will contact the supplier/manufacturer for a replacement. Please be patient as suppliers need time to investigate.
Examples of faulty items are issues with product integrity; hardening (where not disclosed at time of purchase), faulty or damaged seals, manufacturing issues etc.
We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. We may require the faulty item to be returned to us for further inspection.
Ventura Nutrition reserves the right not to offer an exchange voucher, refund or replacement where the item fault is a result of misuse or neglect.
If the item/product has been regularly used, with the fault acknowledged and present, we will consider the item fit for purpose and will not offer a credit, refund or replacement.
If your item appears to be damaged in transit, we will contact CourierPost and open an investigation. Please ensure you retain all packaging as on occasion CourierPost will need to collect the goods for assessment.
You will need to send us a clear image of the damage and your order number within 7 working days of your parcel being delivered.
When will I receive my refund/replacement/store credit?
Please allow up to 7 days, from the day the item is received back to our warehouse, for your return to be finalised.
Please note, we do not issue refunds on non-faulty items, only a store credit will be provided once your return item/s are received back at our warehouse.
I'm not happy with my item, what can I do?
If the item is unopened, you can return it to us for a credit or exchange, within 7 working days of receiving your order.
Unfortunately we cannot accept returns on products where the customer has opened the product and doesn't like the taste or performance of the product. If you are unsure about a product, our contact support team is available to assist you with your requirements.
If you believe your item is faulty, please follow our returns process for faulty products.
What if I've received the wrong item?
Please leave the incorrect product unopened and contact us as soon as possible (within 7 working days of receiving your order).
We require your order number and a photo of the incorrect item and packing slip received to investigate with our team.
When you receive the return label please:
1. Print the label out and attach to the parcel
2. Call 0800 COURIER for a courier to collect or drop at any post shop
3. Once the parcel has been scanned by the Couriers, we'll send out the correct product
Once we have received the incorrect product, we will dispatch the correct item.
Returns must be received within 21 days of delivery.
