Neutralice Advance Lotion Family Kit 475ml

Change of Mind Returns Policy

If you have changed your mind about a product purchased from Healthylife, we will provide a refund at our discretion, provided that the product:

• Is flagged with us for return, with valid proof of purchase, within 30 days of purchase.

• Is in its original condition, including with original packaging and seals intact.

• Is not a product that is an exempt product (as set out in the “Products Exempt from Change of Mind Returns” below).

• Has not been used and, if a perishable product, is not expired or within 2 days of expiry.

In certain circumstances, you may be required to provide further information such as photo identification. Information collected in this manner will be stored securely in accordance with the Woolworths Group Privacy Policy. Healthylife reserves the right to refuse a refund for unverified purchases.

Return shipping is at the customer's expense for Change of Mind returns.

This policy is in addition to your rights under the Australian Consumer Law.

Products Exempt from Change of Mind Returns

We will not provide a refund if you have simply changed your mind about any of the following products purchased from Healthylife (unless the product is faulty or Australian Consumer Law applies):

• Rapid antigen tests

• Baby formula

• Prescription medicine

• Compounded ‘Pharmacy Only’ items

• Perfumes and colognes

• Refrigerated items

• Bulk or special orders

• Clearance items

• Underwear, intimacy, and sexual health products

If you have purchased additional items that you no longer want, we encourage you to share them with those in need, particularly the elderly, disabled, and most vulnerable in our community.

How to Process a Return for Change of Mind

1. Contact customer care to notify us of your return request. Provide a photo of the item packaged in its box and your original order number. Our team will validate that the item qualifies for a change of mind refund.

2. Package the item(s) safely into a box. You must quote your original order reference inside the box or highlight it on the outside for identification. Take a photo of the item in the box (this will be needed later).

3. Post the item back to us via Registered Post at your nearest Australia Post office to the return address provided by the customer care team. The return address may differ depending on your location. Do not forget to provide the tracking number to our customer care team, as we need this to finalise your return.

4. Once our customer care team validates the return conditions and the item is processed by Australia Post, we will process your refund. Refunds will be made using the original payment method stated on your proof of purchase and may take up to 5 working days to be processed.

Healthylife Faulty Products Policy

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to:

• Cancel your service contract with us.

• A refund for the unused portion or compensation for its reduced value.

If you receive an item that is faulty, we will happily:

• Refund the purchase price of the faulty product(s).

• Replace the product(s) with the same value as the original purchased item(s).

For some high-value items, Healthylife reserves the right to assess the product for acceptable quality before providing a solution.

How to Process a Return for a Faulty Product

1. Contact customer care, providing:

   • Your order number.

   • A description of the fault and the product(s) to be returned.

   • A photo of the faulty product(s).

2. Our team will assess the fault, and once validated, we will provide a Returns Prepaid Label to post the goods back to our warehouse at our cost, including a return tracking number.

3. Pack your item safely in a box and take it to the nearest Australia Post office to post the item(s) using the returns label provided. If you cannot print the labels, Australia Post staff can print them for you at the time of posting.

4. Once the return parcel is processed by Australia Post, our team will process your refund, which should be reimbursed within 5 working days via the same payment method used for the order.

Proof of Purchase

Returns must be accompanied by a receipt or other verifiable proof of purchase, such as:

• Order confirmation

• Tax invoice

Any information collected will be stored securely in accordance with Woolworths Group's Privacy Policy. Healthylife reserves the right to refuse a refund for unverified purchases.

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