Terms and Conditions

Effective Date: 20th January 2025
Last Updated: 20th January 2025

At Veritroo, a brand of Ultra Wellness Solutions Pty Ltd, we strive to provide our customers with efficient shipping and clear policies regarding shipping and returns. Please read this policy carefully to understand our terms.

 

1. Shipping Policy

1.1 Shipping Destinations

We ship our products to the following countries:

  • Australia

  • United Kingdom

  • Japan

  • New Zealand

If you are outside these regions, please contact us at hello@veritroo.com to inquire about shipping options.

1.2 Processing Times

Orders are processed and shipped within 1-2 business days after payment is confirmed. 

However, depending on the volume of orders, some orders may take up to 4 business days. You will receive a confirmation email with tracking details once your order has shipped.

1.3 Shipping Costs

Shipping costs vary depending on your location and the weight of your order:

  • Australia: Flat standard shipping rate of $9.99. We offer free standard shipping on orders over $110. Flat Express shipping rate of $15.

  • United Kingdom: shipping costs calculated at checkout.

  • Japan: shipping costs calculated at checkout.

  • New Zealand: shipping costs calculated at checkout.

1.4 Estimated Delivery Times

  • Australia: 4-7 business days with Standard shipping. 2-3 business days with Express Shipping.

  • International: Delivery times vary from 2 - 5 weeks depending on your location and the shipping method selected at checkout.

Please note that delivery times may vary depending on customs clearance, public holidays, or other unforeseen delays.

1.5 International Shipping & Customs

For orders outside of Australia:

  • Customs, duties, and taxes may apply upon arrival in your country.

  • These charges are the customer’s responsibility, and we recommend checking with your local customs office for more information.

When ordering goods for delivery outside Australia, you or the recipient must comply with the laws and regulations of the destination country. It is the customer's responsibility to ensure any product ordered is not restricted in the destination country. Accordingly, we recommend checking whether any applicable import laws and/or regulations would restrict the importation of the goods prior to purchase. Please also be mindful of the fact that customs clearance procedures can cause significant delays. 

If your order is seized by customs, you are responsible for contacting the relevant customs office and resolving the issue. Veritroo cannot assist in clearing goods through customs and will not provide a refund or credit for any seized or returned goods or taxes, duties and/or fees paid.

 

2. Tracking Your Order

Once your order has been shipped, you will receive an email confirmation with a tracking number and a link to track your shipment.

To track your order:

  1. Click on the tracking link provided in your shipping confirmation email.

  2. Enter your tracking number on the courier's website if required.

If you do not receive a tracking email or need assistance with tracking your order, please contact us at hello@veritroo.com.

 

3. Returns, Exchanges, and Refunds

3.1 Change of Mind

Unfortunately, due to health regulations, we cannot accept the return of any nutritional products due to a change of mind. Please choose carefully and ensure that any product you select is right for you, based on advice from your healthcare provider or general practitioner.

3.2 Faulty or Damaged Products

Where required under Australian Consumer Law, Veritroo will accept product returns and provide you with an exchange or refund (as applicable) if:

  • The product is damaged, or

  • The product is faulty, and

  • You can present your online tax invoice or other adequate proof of purchase.

Veritroo reserves the right not to offer an exchange or refund where the item fault is a result of misuse or neglect.

3.3 Consumers Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.

3.4 Return Conditions

To be eligible for a return:

  • The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

  • You must provide the receipt or proof of purchase.

 

4. How to Request a Return or Refund

To initiate a return or refund, please contact us at hello@veritroo.com with:

  • Your order number.

  • A description of the issue (e.g., damaged or faulty product).

  • Photos of the product if it is damaged or defective.

We will assess your request and provide further instructions.

 

5. Non-Returnable Items

The following items cannot be returned:

  • Opened or used nutritional products (unless damaged or faulty).

  • Items marked as "final sale."

 

6. Contact Us

If you have any questions or concerns about your order, please contact us a hello@veritroo.com