We endeavour to make your SustEnhance® experience a positive one and deliver the best possible service to our customers. However, if for some reason things don’t happen quite as planned, we have a hassle free returns policy and a dedicated team to make everything right. Simply contact us and we can discuss the situation and determine the best course of action.
In most cases, you may return any unopened merchandise in its original condition, including original packaging and packing slip within 14 days of receipt, and we will quickly give you a refund, less shipping and handling. Please be aware that — due to the way couriers work — shipping back to us will be more expensive then shipping it out to you. Please be aware any shipping cost incurred to return the product to us will be deducted from your refund. Please ensure that you contact us prior to returning the goods since we can only offer refunds when we have arranged pickup and return through our courier service. Otherwise we cannot be responsible for missing or damaged returns.
If we have made an error with shipping, please contact us and we will arrange for the problem to be resolved at our cost. However, shipping costs are non-refundable for any unclaimed or returned packages where shipping has been fulfilled as promised.
What if I have had the items for more than 14 days?
Items returned after 14 days cannot qualify for a refund.
Can I return open products?
We cannot offer refunds or exchanges on edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.
The order I received was damaged, what do I do?
If you received a damaged shipment or product, please email photos of the damaged item to firstname.lastname@example.org, include your invoice number and name, and we will work with you to resolve the issue.
What happens around public holidays?
Couriers don’t work over public holidays, so please be prepared for later deliveries around these periods. Delays should be expected especially around Christmas, and to a lesser extent Easter, as courier routes become congested.
As always, it is better to order a bit early to minimise the risk of needing to go to a store.
Metro and Regional Areas
Generally orders placed before 12:00pm on any weekday will be dispatched on the same day, so long as the item is in stock and ready to be dispatched.
If an order is placed after 12:00pm, your order will be dispatched from our warehouse early the following day (again, if the item is in stock and ready to be dispatched).
Delivery to metro and regional areas (as shown above) generally take 2 to 3 business days from time of dispatch from our warehouse.
For all other areas, please allow up to one week extra for delivery, from the time of dispatch from our warehouse.
Please note we are unable to ship to PO boxes – sorry for any inconvenience!
Do I need to be home to receive my delivery?
We recognise that it is not always possible for you to be home to accept a delivery. For your convenience, our drivers will deliver your package to your door without requiring a signature.
However, if you have problems with your delivery please contact us and we’ll work with you to address any issues.
When can I change my order?
For your first delivery, you may change or cancel your order any time before it has been shipped from our warehouse. Please contact us at email@example.com to check if your order has been shipped to make sure you are eligible for a refund before cancelling your order.
What happens if products are out of stock?
Irregular disruptions to the supply of our products can occur. In the event your selected products are not available, we will contact you prior to your order shipping with a list of suggested alternatives to your selected products. You may either select a replacement item to be delivered or you can choose to skip that delivery and wait for your products to become available again.
Privacy and Security Policies
SustEnhance® is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders.
We do not store your credit card details in our database. When you purchase through our site your card details are passed immediately to our bank (Westpac) for authentication. They then provide us with the authority to debit your card.
When purchasing from SustEnhance® your financial details are passed through a secure server using the latest SSL (secure sockets layer) encryption technology. If you have any questions regarding our security policy, please contact us on firstname.lastname@example.org.