We know it can sometimes be hard to choose the right items online and we want to make sure you’re completely happy with your purchasing experience with Gelatin Health. So we’ve made the process of returning anything that’s ‘not quite right’ as easy as possible. You can choose to return or exchange your item within 7 days of receiving the item by returning it to the place of purchase.

We simply ask that:

1. Items are unopened and unused

2. Items are in the original packaging (which needs to be in original condition)

3. You retain your receipt for proof of purchase

Online & In Store Purchases | Returns

Goods purchased from individual online and physical stores must be returned to the same online / physical store of purchase place and cannot be returned to our online store or warehouse. Each store will have their own Refunds and Exchange policy, and will require you to produce a receipt or proof of purchase for processing. Remember to take your tax invoice with you as proof of purchase (a copy on your smart phone will do).

If you have a quality issue with the item you have purchased you may contact Gelatin Health to advise us and discuss the concern.

Gelatin Health Online Store Purchases | Returns

Items purchased directly from online store www.gelatinhealth.com.au or need to be returned to the online store to process a return or exchange of the item. The item will need to be returned by mail or courier at your cost. Remember to include a copy of your tax invoice and your details for processing.

Returns by mail | courier

To return your item, contact the office (details below) by phone or email and a staff member will give you further instructions on how to go about your return. The process is fairly straight forward:

• Our friendly staff will give you return instructions including where to send your items.

• We will email the information you have been given over the phone.

• When we receive your items, they’re inspected and then your exchange/refund is processed.

• If there are any issues with your return (they don’t meet the criteria above), we’ll be in touch.

• We aim to have all mail returns processed within 7 days

Faulty or damaged items

If your item is faulty, damaged, or incorrect (not what you ordered), please contact us by phone or email and we will endeavour have this sorted out as quickly as possible.

Phone – 07 5445 8302

Email – info@gelatinhealth.com.au

Buyers

You may buy goods offered online by us by completing the order form available on our website. To buy goods via our website, you must be at least 18 years of age. By placing an order, you confirm that you are at least 18 years of age and that all information you provide is accurate, complete and not misleading. You agree to deal with us in good faith and in compliance with all applicable laws. We may cancel orders where we consider that you have not dealt with us in good faith or have otherwise breached applicable laws, even if the order has been confirmed and a credit card charged. If your credit card is charged for the purchase and we cancel the order, we will notify you and credit your credit card account for the amount charged, less delivery charges and applicable taxes and duties, at our discretion.

Orders

You must register with our website to be able to make purchases from our online store. Once you submit an order, you cannot cancel it. All orders are subject to acceptance by us, at our discretion.

Special offers

We may provide special offers in relation to our goods from time to time. At any time, we may terminate any special offer without advance notice. If terminated, a special offer will continue to apply to goods you ordered in good faith in accordance with these Terms before the special offer was terminated.

Prices

All prices are in Australian dollars. Prices include GST unless indicated otherwise but exclude delivery charges and customs duty and other taxes, if applicable. All prices are subject to change without notice.

Payment

The full payment for your order (including the product price and applicable delivery charges) is deducted from your credit card on completion of your order. Delivery will commence once payment has been processed/validated. We accept payment by Visa, MasterCard, PayPal & Direct Deposit. Large transactions may involve additional screening and we will require confirmation on key details before we proceed to fill the order. In this event, we will contact you. In some cases this may delay your order by a short period.

Errors

From time to time there may be errors on our website such as wrong pricing, wrong descriptions and offers for products that are not available or are no longer available. Despite anything else in these Terms, to the extent legally permitted, we may decline or cancel any orders that are affected by the error, even if the order has been confirmed and a credit card charged. If your credit card is charged for the purchase and we cancel the order, we will notify you and credit your credit card account for the amount charged.

Availability

All goods are offered for sale subject to available stock. If an item is out of stock, we may contact you to offer a substitute. If you do not accept a substitute item and your credit card has been charged for an item that is out of stock, we will cancel your order and issue a credit to your credit card account in the amount charged. If you order goods and some are not in stock, you agree that we may fill that part of your order for which stock is available.

Delivery/Shipping

We ship within Australia and New Zealand only. We charge a cost to cover freight charges for deliveries within Australia (as varied from time to time and subject to a surcharge for large orders). For other destinations, shipping cost is determined by destination, weight and shipping method. To find out the shipping charges that apply to you, simply add the items to your shopping cart and proceed accordingly to the checkout where the full cost will be calculated and displayed before you make any payment. It is your obligation to enter the correct delivery address details at the time of ordering. We use all reasonable efforts to dispatch orders within 1 business days of the purchase date. Most orders should arrive within 2 to 5 business days after dispatch depending on the destination.

It is your responsibility to inform us promptly if an order does not arrive either by emailing info@gelatinhealth.com.au or calling 07 5445 8302 (within Australia). Once we learn an order has not arrived within a reasonable period we will lodge an inquiry with the courier and advise you of any issues that are discovered. We are not liable for any loss or damage resulting from late delivery or non-delivery and late delivery does not entitle you to cancel your order. You have the option to have your item delivered with or without a signature of receipt. If you choose to have the item delivered without a signature of receipt you are responsible for any loss or damage after delivery. If you choose to sign for your item you will generally need to be available between 7.00am and 5:00pm to receive the delivery. You have the option to choose a different delivery address than your billing address. For example you may want to use your work address for delivery if your employer’s workplace policies allow this. If you do not answer when the courier tries to deliver your order, the courier will generally leave a card. You must then contact the courier directly to arrange re-delivery. Without limitation, we are not liable for any loss or damage as a result of you failing to contact our courier within the time specified in any “article awaiting collection” notice left by the courier at the time of delivery.

Free Shipping Promotion

From time to time, we may offer free shipping promotions or similar. During the stated period of the promotion, the express terms of any specific promotion override these Terms other than the Special offers and Error sections.   You must pay any return freight costs on change of mind purchases; however we will cover redelivery costs for exchanges for the first exchange. Faulty items will be replaced with the same item originally purchased where still available. For faulty items that cannot be replaced, a full refund will be offered; we will pay all freight charges on faulty items.

Damage

If you receive any goods in a damaged condition, we may issue you a credit in the amount paid for the goods or send replacement goods at our discretion if you notify us within 7 days of the delivery date. We may ask you to provide proof of the damage, as a condition of refund or replacement.

Risk

Risk of damage, loss or deterioration to goods passes to you on delivery in accordance with these terms.

Title

Goods ordered by you remain our property until you pay for them in full.

Product warranties

To the extent legally permitted, we exclude all conditions, warranties, guarantees and similar, whether express or implied, as to the condition, suitability, quality, fitness or safety of any goods or services supplied by us (Warranties), other than those implied by statute which may not be legally excluded. Any liability we may have to you under Warranties implied by statute which cannot be excluded is limited, where expressly permitted by statute, to supplying, or paying the cost of supplying, the goods or services again or repairing, or paying the costs of repairing, the goods, at our option.

Returns

In addition to your statutory rights, if you change your mind we will happily exchange or refund your item/s providing the following conditions have been met:

1. The items are returned within 7 days of the purchase date and the original sales receipt is present.

2. Items must be in original condition as purchased.

If you return items to us that do not comply with the above requirements, we will return them to you at your cost. PACKING PROBLEMS please check your items against your receipt. If there are any discrepancies please email info@gelatinhealth.com.au as soon as possible and within 7 days of purchase date. You can exchange or return your online order to the online store. or by posting to 1/6 Hitech Drive, KUNDA PARK, QLD, 4556 with the original receipt you receive in your parcel subject to the terms of this section. Goods bought at a physical store must be returned to the same physical store and cannot be returned to our online store. To obtain a refund please email info@gelatinhealth.com.au and we will reply to you with the information required by you to be able to return the item and post the order back to us. Promptly after we receive your return package your refund/exchange will be processed and new item sent back out to you (where available) or we will credit your credit card, excluding delivery charges (unless goods are faulty or not as ordered). You will be charged an additional fee for re-delivery.
Do not re-use our courier bag.

Limitation of liability

To the extent legally permitted, in no event will we be liable to any party for any direct, indirect, incidental, special, exemplary or consequential damages of any type whatsoever related to or arising from the supply of goods or services via this website or the use of such goods or services by any person, including, without limitation, any lost profits or savings, damage to or loss of property or personal injury (including death), even if we are expressly advised of the possibility of such damages. This exclusion and waiver of liability applies to all causes of action, whether based on contract, warranty, tort (including negligence) or any other legal theories. To the extent that the above exclusion of liability is unenforceable, invalid or ineffective for any reason, it will be severed from these Terms and our maximum aggregate liability for all losses, damages and other amounts referred to in the above exclusion of liability under any cause of action referred to in the above exclusion of liability is limited to AUD$5.00.

Indemnity

You agree to indemnify, defend, and hold us, our officers, directors, employees, agents, contractors, licensors and suppliers harmless from and against all losses, expenses, claims, proceedings, damages and costs (including actual, special, direct, indirect, incidental, exemplary or consequential) of every kind and nature made by any other party due to or arising out of any violation of these Terms, any terms and policies it incorporates by reference, the rights of another party, any applicable law, statute, ordinance or regulation or due to or arising out of any activity related to goods and services supplied by us.

Contacting us

You can contact us using any of the following methods:

• By calling 07 5445 8302 (Australia only) between 9am – 5pm Australian EST Monday to Friday, excluding public holidays;

• By emailing us at info@gelatinhealth.com.au or

• By mail addressed to Gelatin Health, 1/6 Hitech Drive, KUNDA PARK, QLD, 4556 or other address we notify from time to time.

Alterations

We may alter these Terms from time to time by posting the altered version on our website. You should visit the website regularly to keep up to date with any alterations. In the case of an alteration, the altered Terms only apply to goods ordered via the website after the alteration takes effect.

Applicable law

These Terms are governed by the law of Queensland Australia.

Australian Shipping Policy

Delivery charge to anywhere in Australia is the cost of freight.

It is your obligation to enter the correct delivery address details at the time of ordering. Should you enter the wrong address, we are not obligated to re-send the order to the correct address at our expense.

How Long Will It Take for My Order to Arrive?

We use all reasonable efforts to dispatch orders within 1 business day of the purchase date. Most orders should arrive within 2 -5 business days from dispatch to be received, standard metropolitan areas only. If you have not received your order within 10 days from dispatch. Please call our team on 07 5445 8302 or email info@gelatinhealth.com.au. We wont be able to process orders or dispatch deliveries on public holidays. Everyone deserves a break once in a while.

Once we learn an order has not arrived by the due date we will lodge an inquiry with the courier to ensure delivery occurs as soon as possible. We will not be held liable for any loss or damage resulting from late delivery. You have the option to have your item delivered with or without a signature of receipt. If you choose to have the item delivered without a signature of receipt you are liable for actions there after the couriers said delivery. If you choose to sign for your item you will generally need to be available between 7am and 5pm to receipt the delivery. You have the option to choose a different delivery address than your billing address. For example you may want to use your work address for delivery.

International Shipping Policy

 

We ship internationally at the expense of the customer, we do not offer free or subsidised shipping for any international freight. Orders will be received within 5 – 30 business days. On rare occasions the customs agency may choose to delay individual shipments as a random security measure. Please get in contact with us if your order doesn’t arrive within the allocated time frame, you can do this via email info@gelatinhealth.com.au

We do not guarantee delivery of international orders. Once an international order has been passed off to a foreign shipping/postal agency, we have very little ability to track the order and even less recourse if something goes wrong. The customer will accept all risks associated with shipping internationally and in the event of damage, failure of delivery, customs seizure or, theft, we are not obligated to offer a refund.

Duties & Taxes

All international purchases are exempt from Australian GST (10%); however they may incur taxes and duties applied by customs in the country where the order is delivered. Local taxes and duties incurred are the responsibility of the customer. Without limiting the operation and any other terms and conditions herein, we will not accept liability for any loss or damage arising from a late delivery. Without limiting the operation and any other terms and conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.

We know you will benefit from using our products. Even if you don’t feel the benefit, its still working wonders in your body. You will love them as much as we do.

But – we want happy satisfied customers. If for any reason you are not completely satisfied with the results after 90 days of continuous use, you may be eligible to return the empty packs and we will issue you a full refund.

Gelatin Health has been in business for more than 6 years and in that time, we have provided refunds less than 10 times. We know the products are amazing and work as intended.
We are backing our claims and want customers to have confidence and security with their first-time purchase and have peace of mind knowing they are not taking a financial risk.

Gelatin Health products work as intended as per health claims on the packaging. These are scientifically and clinically trialled, tested and proven to have results that benefit customers.

The products effectiveness, benefits and results are not in question. But we want all customers to be able to experience the positive outcomes risk free.

From us to you – please try our products for 90 days with the offer of a full refund if you are not satisfied. Of course, we would like to converse with you to try to answer any queries and resolve any issues. But at the end of the 90 days, you decide.

Of course, some conditions are applied to this guarantee

• The refund applies only to the cost of the purchase of products.
• The refund amount will not exceed the amount paid on the invoice.
• Freight charges are not included in any amount refunded.
• Items must be purchased through our website www.gelatinhealth.com.au
• The products have been taken as directed for 90 days
• You have called the office to discuss the issue sometime in the first 60 days to let us know your concerns (We want to help you get the best experience and results possible
• We will process your request with respect and integrity, but we will ask questions so we can learn from you what the issue was / what you didn’t like (so we can do better)
• Gelatin Health has the right to cancel, modify or stop the money back guarantee at any time
• Customers are limited to one claim only.
• A single claim can relate to multiple products – fair play rules and common sense will be applied to this condition.
• This guarantee does not apply to international orders.