Souvenaid Orders and Returns Process

To complete your order of Souvenaid you will need to first set up a secure profile with a username & password, this profile will save your address & order history so that you can order more easily next time. To set up a profile you will need your full name, telephone number, address & date of birth. There are a number of questions that will be asked on your first order and any subsequent orders. The reason for this is to ensure that Souvenaid is the right product for you. Once your profile is set up you then need to complete your order by selecting the product & quantity you require, please note that products are sold in cases of 24 x 125ml bottles. The minimum order quantity is 1 case and the maximum is 4 cases on any 1 order. You will then move onto payment, for which you will need to provide your credit or debit card number, name on your card, expiry date & security code and the money will be debited from your account immediately. Please note that we will not save any of your card details and they will need to be input each time you place an order with us. It is important that you check that all of the details are correct when you submit an order. Once an order has been submitted we are unable to amend or cancel your order, however if anything does change then please contact us on the number provided below.

We will not be able to accept returns unless goods are defective, damaged, faulty, short delivered or not supplied in accordance with the below terms and conditions. You have a period of 10 working days following receipt of goods to contact our customer service department and submit a claim. Please note that all claims for returns must be submitted in writing via email, letter or fax. The full returns policy can be viewed below.

Customer Service Department Contact details:
Phone: 1800 884 367
Email: homeau@nutricia.com
Fax: +61 2 987 07204

1. Returning Goods and Claims

1.1 The Customer must inspect the goods immediately following delivery. Subject to the Australian Consumer Law (ACL), the Customer may only return goods with the prior approval of the Seller. Subject to the ACL, the following conditions apply for all goods returned with the approval of the Seller:

(a) a written return claim (via email, letter or fax) must be received by the Seller within ten (10) working days after the delivery of the goods, any claims made by phone call need to be authorised by the seller;

(b) the original order number and date must be quoted;

(c) on approval of the written return claim by the Seller, the Seller or its authorised agent will issue a returns authorisation form and/or number which is to be attached to the goods when returned;

(d) Where goods were originally supplied in a special manufacturer’s carton, any return must be made in that original carton. All goods must be in their original and unmarked condition, complete with any instruction sheets supplied;

(e) Outward and inward freight, transport and delivery charges are the responsibility of the Customer. If not pre-paid by the Customer, the cost of freight, transport and delivery will be deducted from the amount of credit and, if no credit is available, then the cost will be invoiced to the Customer;

(f) goods must be returned within 20 days of the date of delivery;

(g) a reasonable re-stocking fee may be charged by the Seller; and

(h) No responsibility will be accepted by the Seller for any delays in crediting the Customer where such delay is caused by goods being incorrectly branded or returned without adequate identification of both the Customer and of the goods returned.

1.2 Subject to the ACL, the following goods cannot be returned for credit:

(a) Any goods altered or damaged by the Customer.

1.3 Subject to the ACL, any claim that the goods or services are defective, damaged, faulty, short delivered or not supplied in accordance with these Terms and/or the relevant order must be made at the time of delivery or the time the services are provided or in writing to the Seller within ten (10) working days after delivery of the goods or completion of the services to the Customer. If the Customer fails to make a claim within this timeframe then, to the extent permitted by law, the goods and or services are deemed to have been accepted by the Customer and the Seller will not be liable (and the Customer waives any rights to seek remedies) in relation to any later claim for any damage to, discrepancy or other non-compliance in the goods or services received by the Customer.

1.4 Any claim for goods damaged in transit must be accompanied by a photograph of the affected goods. If the Customer fails to provide photographic evidence of the damaged goods, to the extent permitted by law, the goods are deemed to have been accepted by the Customer and the Seller will not be liable (and the Customer waives any rights to seek remedies) in relation to any later claim for any damage to the goods or received by the Customer.

1.5 A signed consignment note and/or proof of delivery note is a legal document and if signed is acceptance that the goods and/or services have been accepted as delivered by the Customer. If the Customer claims for short supplied goods and the consignment note and/or proof of delivery note has been signed by the Customer and indicates the delivery in question was made, to the extent permitted by law, the goods and or services are deemed to have been accepted by the Customer and the Seller will not be liable (and the Customer waives any rights to seek remedies) in relation to the claim for short supplied goods.

1.6 Any claim for pricing discrepancies for the goods or services provided by the Seller must be made in writing by the Customer to the Seller within ten (10) working days of receipt of invoice.

1.7 All claims payments will be made by the Seller by payment refund.