Food supplement. Not a medicine. Sold by KIM THOA NGUYEN, Sydney NSW, Australia.

Returns & Refund Policy

Last updated:

KIM THOA NGUYEN is committed to fair and transparent returns. This policy is governed by the Consumer Contracts Regulations 2013.

1. Right of Withdrawal - 14 Days

You have 14 calendar days from the date of delivery to withdraw from your purchase without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.

2. Conditions for Return

To be eligible for a return, goods must be:

  • In their original, unopened condition with tamper-evident seal intact.
  • Returned within the 14-day withdrawal period.

Important: Opened food supplement packaging cannot be returned for hygiene reasons. This is a lawful exception under Regulation 28(3) of the Consumer Contracts Regulations 2013, which excludes the right of withdrawal for goods that have been unsealed after delivery where their return is unsuitable for health protection or hygiene reasons. We apply this only to products where the seal has been broken.

3. How to Return

  1. Contact us at [email protected] or +44 20 7946 0312 within 14 days of delivery to notify us of your intent to return.
  2. We will provide return address details and a reference number.
  3. Package the item securely in its original packaging and send it to us using a tracked postal service.

4. Return Delivery Costs

Unless the goods are faulty or incorrectly sent, the cost of return postage is borne by the customer. We recommend using a tracked service and retaining proof of postage.

5. Refunds

Once we receive and inspect the returned goods, we will issue a full refund of the purchase price within 14 calendar days of receipt. Since payment is made on delivery, refunds are issued by bank transfer or cheque - we will contact you to arrange this.

6. Cancellation Before Despatch

You may cancel your order at any time before it is dispatched, free of charge. Simply advise our team when they call to confirm the order, or contact us by phone or email. No charge will be applied.

7. Refusing Delivery

As payment is made on delivery, you may refuse to accept the parcel from the courier. The order will be cancelled automatically and no charge will be made. Please let us know so we can log the cancellation.

8. Faulty or Damaged Goods

If your order arrives damaged or if the product is faulty, please contact us within 48 hours of delivery with a description of the issue. We will arrange a replacement or full refund at no cost to you, including return postage where applicable.

9. Contact

KIM THOA NGUYEN · 100 George St, Sydney NSW, 2000, Australia · [email protected] · +44 20 7946 0312 · Mon-Fri 09:00-17:00