Shipping and Returns

Shipping

Free standard shipping on all boxes of Yavelle 25ppm Deuterium-Depleted Water within Australia, New Zealand and the United States.

Stock is held in both Australia and the United States, so your order ships domestically rather than internationally. Australian and New Zealand orders are dispatched from Australian stock. United States orders are dispatched from United States stock.

Standard delivery is usually 2 to 8 working days. Delivery times are estimates and are not guaranteed. Once your order is dispatched you will receive tracking information by email.

Change of mind returns

We understand that sometimes an order is not right. We accept change of mind returns on the following conditions.

  • Within 14 days. Contact us within 14 days of receiving your order.
  • Unopened and in original sealed packaging. The outer carton must be unopened with its factory seal intact, and no bottles may have been removed or used.
  • In resaleable condition. The packaging must be undamaged, unmarked and free of tape, labels or writing other than the original shipping label.
  • Return shipping is at your cost. We do not cover return freight on change of mind returns.
  • Proof of purchase required. Your order number or receipt.

We cannot accept change of mind returns on opened cartons or on individual bottles. Yavelle is a food product supplied in tamper evident packaging. Once a carton has been opened we cannot verify how the product has been stored or handled, and food safety regulations prevent us from returning it to stock or reselling it.

Once we receive your return and confirm it meets these conditions, we will refund the purchase price to your original payment method within 10 working days. Original shipping costs are not refunded on change of mind returns.

If something is wrong with your order

This is separate from change of mind, and the sealed packaging condition above does not apply. Contact us at support@yavelle.com with your order number and we will put it right at no cost to you.

That covers:

  • Damage in transit. Tell us within 7 days of delivery and send photographs, including the outer carton. Please keep the packaging until we confirm how to proceed, as the carrier may need it.
  • The wrong item, or the wrong quantity.
  • A seal or cap that has failed, or any bottle that has leaked.
  • A concern about the specification. Every batch is independently laboratory tested and the certificate is published on our certificate of analysis page. If you believe a batch does not meet its stated 25ppm, tell us and we will look into it.

In these cases we cover return shipping, refund your original shipping, and you choose between a replacement and a full refund.

Your rights where you live

The above is our policy. It sits on top of your legal rights, which it does not affect.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply whether or not the packaging has been opened.

New Zealand. You have equivalent rights under the Consumer Guarantees Act 1993, and nothing in this policy limits them.

United States. Your rights are set by the law of your state, including any implied warranty of merchantability that applies there, and nothing in this policy limits rights that cannot lawfully be limited. Under the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule, if we cannot ship within the time we have stated, or within 30 days where no time is stated, you may cancel and receive a full refund.

Subscriptions

You can pause, skip or cancel a subscription at any time from your account. There is no lock in period and no cancellation fee.

Changes take effect from your next scheduled order, provided they are made before that order is processed. If an order has already been dispatched, the change of mind conditions above apply to it.

Wholesale and trade orders

This policy applies to retail customers. Wholesale and trade orders are governed by the terms of your stockist agreement and are not subject to change of mind returns.

How to request a return

Email support@yavelle.com with:

  • Your order number
  • Whether it is a change of mind return, or something wrong with the order
  • Photographs, if anything is damaged

We will reply with return instructions and an address, usually within 2 working days. Please do not send anything back before contacting us, as unapproved returns may not be able to be processed.

Contact
Yavelle Pty Ltd
38 Hellfire Pass, Lower Beechmont, Queensland 4211, Australia
ABN 64 694 552 406
support@yavelle.com
Australia 07 3123 5998  ·  United States +1 (307) 316-9419