Return & refund policy

Return window

You may return eligible items within 30 days of delivery. We do not charge a restocking fee.

What can be returned

• Items that are unopened, unused and in their original packaging with any seal intact.
• Any item that arrived damaged, defective or that is not what you ordered — regardless of whether it has been opened.

What cannot be returned

• Supplements and probiotics that have been opened or had their seal broken. These are consumable products we cannot restock or resell once the seal is broken, so we are not able to accept them back.
• Items returned more than 30 days after delivery.
• Items returned without prior authorisation (contact us first so we can give you a return address).

If a sealed item is genuinely defective, the seal restriction does not apply. Tell us what is wrong and we will resolve it.

How to start a return

1. Email support@growellnatural.com with your order number and which items you want to return.
2. We reply with a return authorisation and the address to send it to, normally within one business day.
3. Pack the items securely and send them back. Keep your tracking number.
4. We inspect the return on arrival and issue your refund.

Who pays return shipping

Return shipping is paid by the customer for change-of-mind returns. If the item arrived damaged, defective or incorrect, we cover return shipping and send you a prepaid label.

Refunds

Refunds are issued to the original payment method once we have received and inspected the return. We process refunds within 2 business days of receipt; your bank or card issuer then typically takes a further 3 to 10 business days to post the credit, which is outside our control.

Original shipping charges are refunded only when the return is our error.

Exchanges

We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want, which is faster than waiting for an exchange to be processed.

Cancellations

Contact us as soon as possible if you want to cancel. If the order has not yet been handed to the carrier we will cancel it and refund you in full. Once it has shipped, it becomes a return.

A refund for a cancelled, unshipped order is issued to your original payment method within seven working days for cash, cheque, debit card and bank transfer payments, and within one billing cycle for credit card payments. If we are the ones who cannot ship on time, the same deadlines apply — see If we cannot ship on time.

Questions

Email support@growellnatural.com, Monday to Friday, 9:00am – 5:00pm ET.