DELIVERY

1. What delivery methods do you offer?

We deliver through Australia Post and offer express or standard delivery.

2. Can I have my order delivered to an address which is different from my home address?

When placing an order you may enter different delivery and billing addresses. The order
will be delivered to the delivery address provided. Packages are delivered in a discrete
package and without pricing information; you will receive your tax invoice in the order
confirmation email.

3. How can I change my delivery address?

If the delivery address for your order is incorrect, once your package is with the delivery
service, unfortunately it cannot be changed.

4. Where do you deliver to?

We delivery Australia-wide. Unfortunately, we do not offer international shipping.

5. What are shipping timeframes?

Orders will be shipped within 7-10 days on average. Thank you for your patience.
Delivery times are subject to Australia Post. Note that due to current safety and
distancing measures across our delivery partners, some deliveries may take longer than
usual to arrive especially during the busy holiday periods.

6. How do I track my order?

You will receive a confirmation email from Neutrum, once your order is received. If you
do not receive this email within 24 hours please contact our customer service at
online@neutrum.com.au. You will receive another e-mail containing tracking information, once your order is
delivered.

REFUNDS

1. Do you offer refunds on orders?

We offer refunds or replacements for defective products.
We also offer a full refund (excluding delivery and return shipping) for change of mind
purchases. You can return unopened goods to Neutrum within 30 days of purchase, via
the method below:
a. All items must be received by us in the same condition as you received them, so
please pack up any returned items carefully to ensure that they arrive safely. 
b. Complete a returns form.
c. Email your completed returns form to online@neutrum.com.au and we will issue you
with a Return Merchandise Authorisation (RMA) number and full instructions on
how to return your Neutrum product(s).
d. Once we receive your returned product(s), we will issue your replacement products
or refund within 3-5 business days.

2. Do you offer exchanges?

We offer the option for replacement for defective products.
We are also pleased to offer exchange of products, to equal value of the purchase price, if the original items are returned to us unopened within 30 days of purchase. Please see
the returns method above.

3. Is it free to return my order?

You must pay for the cost of return shipping to Neutrum and return the products
unopened and in the condition they were originally shipped. We are unable to accept an
item that has been opened, unless the product is found to be damaged or defective on
opening for the first time.

4. When will I receive my refund?

We endeavour to process all refunds within 7 – 10 business days of receiving returned
products or evidence of a defective product.

Products

1. How do I use Neutrum products?

All application and product information is contained on our Website and with our
products on delivery.

2. Is it possible to receive samples?

Unfortunately at this time, we are not offering samples. Keep an eye on our Website
though, as this may change with emerging products.

3. How can I subscribe to your mailing list?

We will automatically subscribe your email address to the Neutrum member newsletter
when you purchase through the Website. This keeps you updated with new features,
offers, promotions and partnerships. Alternatively, send your details to online@neutrum.com.au and we would be happy to
add you to our mailing list.