Returns Policy

Damaged Goods

We take great care in our shipping process, but on rare occasions, damage may occur during transit. If your items arrive damaged, please email us at info@handbvitamins.com within five business days of receiving your products so we can assist you.

To ensure a swift resolution, please include the following information in your email:

  • Full Name
  • Order Number
  • Photos of the Damaged Items - specifically where the damage is, the front label and the batch number.

Once we receive the required details, including photographic evidence, we will promptly arrange a store credit to the value of the damaged product(s). You can use this credit to purchase a replacement or an alternate product of your choice.

Important: Claims must be made within 30 days from receiving your order. After this period, we are unable to process any replacements or refunds, even if the item is still within its expiry date, as we cannot guarantee the correct storage of the item beyond this timeframe.

Issue With Order Received

Each order is packed by a team member in one of our four fulfilment centres. Mistakes can on occasion occur, after all, we’re only human. Should you receive your order and an item be missing, or perhaps you’ve received the wrong product, please let us know within 48 business hours of receiving your order and we’ll be more than happy to resolve this for you.  

So that we can provide a speedy solution, please include in your email:

  • Full Name
  • Order Number
  • Photos of Incorrectly Received Item

Once the above information is received, including photographic evidence, we will be more than happy to get the missing or replacement items to you as soon as we possibly can. If more suitable, we’re also more than happy to provide a store credit.

Third-Party Deliveries

If your order is marked as "Delivered" by the carrier - whether to a parcel locker, mailroom, front desk, or any other third-party agent, we consider the delivery complete. Responsibility for the package transfers to the recipient at that point, and we are not liable for any loss, theft, or misplacement after delivery to these locations.

If you are unable to locate your package, we recommend contacting the delivery carrier directly to request an investigation. We are unable to offer refunds or replacements for orders confirmed as delivered to the address provided at checkout.

Cancelling An Order / Changing Your Mind

One-Time Purchases

If you have changed your mind, or need to cancel a recently placed order for any other reason, please email the Health and Balance team at info@handbvitamins.com as soon as possible. Please note that we cannot guarantee your request will be processed in time, as your order may already have been dispatched by the time our team reads your email. Delays can occur over weekends, public holidays, time zone differences, and during busy periods.

If your order has already been dispatched and you still wish to cancel, you will need to:

  • Refuse the delivery attempt
  • Decline the parcel at the Post Office

This will create a return-to-sender process, which may take anywhere from a few weeks to several months depending on your location. Alternatively, for a faster resolution, you may return the parcel at your own expense with new tracking details. Please forward the photographic evidence of the receipt and tracking information to info@handbvitamins.com to receive your refund.

Important:

  • If you are waiting for a parcel to return to us, please note that tracking will show when the item has arrived at the warehouse. In most cases, returns are not processed until the end of the calendar month. Only then, once we confirm that the returned order is unopened, untampered, and eligible for resale, we will contact you to arrange a replacement or refund if applicable.

  • Refunds apply only to products returned to our warehouse and approved upon inspection. Shipping costs and a $10 AUD restocking fee are non-refundable for cancelled orders and change-of-mind returns, including refusal of customs charges, declined deliveries, orders returned after dispatch, or failure to update a subscription shipping address prior to processing.

  • Health & Balance Vitamins are not liable for orders lost during transit in the returns process. We will only issue refunds for products returned safely to us or where proof has been provided showing that the parcel was sent for return before being lost by the postal service. (A receipt or shipping number from the post office for the return will be accepted.)

Returns are not accepted under the following circumstances:

  • If you decide you do not like the flavor/ingredients, including any changes made by the manufacturer to the product formulation or packaging.
  • If you change your mind after opening the parcel.If the product was misused in any way that caused a problem.
  • If you receive medical advice to avoid taking a particular product after purchasing.
  • If you did not research the products or reach out to our Support team before purchasing.
  • If you did not consult your Healthcare Provider or Pharmacist to check for contraindications with any medications, supplements, or medical treatments you are currently taking.

If you’re not confident in the product you are considering purchasing, please reach out to the Health & Balance Vitamins support team via the contact page for advice and they will help you to make sure you’re getting something that is going to suit your needs and budget before you go ahead and make a purchase. 

Subscription Purchases

To subscribe to a product or multiple products, you must manually select the subscription option, this ensures that subscriptions cannot be created accidentally. Before completing your purchase, it will be clearly noted on the checkout page that the product is on a delivery schedule.

Once subscribed and your order is placed, you will also receive multiple emails, including reminders about upcoming deliveries, so you are fully informed about when your next order is due to be processed and have time to make any necessary changes.

Refunds:
Refunds apply only to products returned to our warehouse and approved upon inspection. Shipping costs and a $10 AUD restocking fee are non-refundable for cancelled orders and change-of-mind returns, including refusal of customs charges, declined deliveries, orders returned after dispatch, or failure to update a subscription shipping address prior to processing.

Please Note:
Health & Balance Vitamins are not liable for orders lost during transit in the returns process. We will only issue refunds for products returned safely to us or where proof has been provided showing that the parcel was sent for return before being lost by the postal service. (A receipt or shipping number from the post office for the return will be accepted.)

To be eligible for a return, the following conditions must be met:

  • Returns must be received within 14 days of lodging a return request.
  • The parcel must be sealed, unopened and in its original state - showing no signs of tampering.
  • Returns must be sent to us at your own expense.

International Customers

For orders shipped from our UK warehouse to European countries, customs duties, VAT, and import fees may apply. It is the customer’s responsibility to understand local import regulations before placing an order, including how supplements are classified in their country.

Health and Balance Vitamins is not liable for refunds if:

  • A parcel is denied entry by customs due to local supplement or medication regulations
  • Customs duties, VAT, or other import fees are required for delivery
  • Clearance delays occur and you decide you no longer wish to receive the order

If customs requires proof of purchase, your receipt can be found in your order confirmation email. If you need another copy, please contact our team at info@handbvitamins.com

Important:

If an order is refused at delivery or returned due to unpaid customs duties or taxes, a refund may be issued once the parcel has been received back at our warehouse and approved following inspection.

Refunds are processed only after the warehouse confirms the goods are safe and suitable for resale. No refund can be finalised prior to this approval.

Our UK warehouse processes returns in batches at the end of each month and forwards return confirmations to our team once completed. Refunds are issued after this confirmation has been received and reviewed.

Refunds exclude original shipping costs and a $10 AUD restocking fee.

For specific information about customs regulations, duties, or import policies, please contact your local customs office directly.

Important Information

Our supplements are formulated in line with current scientific research and are designed to support you as part of a broader, holistic approach to managing PCOS. Meaningful results come from consistent healthy habits over time. Supplements are intended to complement nutrition, lifestyle, and medical care where appropriate.

If you have chemical or food sensitivities, take prescribed medication, or have previously experienced adverse reactions to nutritional supplements, please review the full ingredient list carefully and consult your healthcare professional before purchasing.

Health & Balance Vitamins products are sold for personal use only and may not be resold to any third party or business without prior written permission.

Disclaimer

Health & Balance Vitamins do not provide medical advice. No information on this website is intended to be considered as professional medical advice, diagnosis, or treatment of a medical condition. The information contained on this website, including but not limited to text, images, blogs, videos, and other material is for general informational and educational purposes only. Health & Balance Vitamins and its employees and agents make no claims to have medical qualifications. Please always seek the advice of a qualified medical practitioner before purchasing any products.