FAQ

Below is list of our policies for those who have FAQ's they would like answered around our refunds, shipping, privacy and terms of service.

Returns & Refund Policy

At The Clean Organic Hub (TheCOHub) we want to make your online shopping experience as easy as possible. We are happy to provide a store credit, refund or exchange for any items that are unused and un open in the same saleable condition that you received it. Goods must be in the original packaging and within 30 days of original purchase*.

Please Note: For returns due to change of mind, the return shipping is at the customers expense.

Please Note: Some health and personal care items are non refundable and we will not take returns.

Please follow instructions carefully:

Simply email orders@thecleanorganichub.com quoting "30-day returns" in the subject line and we will provide you with instructions and guide you through the easy returns process.

Additional non-returnable items:

  • Gift cards 
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer, this must be returned to TheCOHub

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
  • Any item that is returned more than 30 days after delivery 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@thecleanorganichub.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@thecleanorganichub.com and we will email you with instructions.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. 

Shipping
To return your product, please email us at info@thecleanorganichub.com and we will be in contact.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Shipping Policy

How do you receive FREE Shipping?

We offer free AU Standard shipping for all orders over $75.00

In order to receive Free Standard AU Shipping, you just need to have a minimum of $75 in your cart (after any gift cards or discount codes have been added). Once the minimum spend is met, no shipping fees will be applied.

When will your order be sent?

All orders for items that are in stock and are placed Monday to Friday (AEDT) for domestic delivery, we aim to dispatch your order within 3 working days. Please note that during busy sale periods (such as Valentines and the Christmas period) and public holidays, there may be a delay in dispatching your order due to an increase in order volumes.

If we are unable to dispatch your order as outlined above, we will let you know on the same day that you place your order and advise the next possible dispatch date. (applies Monday-Friday only)

The standard delivery option is FREE for all orders $75.00

If you are having trouble tracking your parcel online via the tracking link or there has been a significant delay in your parcel arriving, please contact our wonderful customer service team on info@thecleanorganichub.com

Do we ship internationally?

Yes, we ship worldwide! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection. If there is a variance to what reflects in the shipping at check out and the reality we will contact you and let you know the difference, you will then decide to go ahead or not.

Please note that all import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer's responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with purchase.

Some items such as perfume and nail polish are flammable so will not be accepted by the airlines for shipment outside Australia. There will be a note below the product description if this restriction applies.

How much is postage?

We offer free AU Standard shipping for orders over $75.00 

If your order is under $75, we charge a flat rate of $9.95 within Australia.

How long will my order take to arrive?

We pick and pack your order within 24 hours Monday to Friday and use Australia Post e-parcel to deliver your chemical free goodies. Once your order is collected by Australia Post you should receive your tracking number. The e-parcel service takes approximately two to three days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to seven working days to Western Australia.

The standard e-parcel delivery option is FREE for on all AU orders $75+, but we also offer Express Shipping for a fee at check out.

Stated international delivery times are estimated based on standard delivery times between metropolitan areas of major cities. If your delivery is to a rural or regional area please add typical domestic transit times for your country. Excludes public holidays (unless otherwise indicated) and time in customs if applicable, and may be subject to delay due to causes outside of Australia Post's control.

Note: Australia Post Message
• We have some isolated delays due to ongoing safety concerns and will only deliver into these areas when it is safe to do so.
• All mail that hasn't yet been delivered as a result of the bushfire emergency will be delivered as soon as possible.
• Information about current Post Office closures and delivery impacts is available on our website (auspost.com.au) and is being updated regularly.
• For information about the impacts to specific postcodes please speak to your account manager and encourage your customers to call our Customer Contact Centre on 13 POST (13 76 78).
• Tracked items are being scanned. Customers can use the 'track an item' feature on our homepage for the most up to date information on their delivery.
• Any mail that could not be delivered has been held and will be delivered as soon as it's possible and safe to do so. In cases where homes/businesses have been lost, our teams are working closely with the community and the local Post Office to confirm alternate delivery arrangements.
• We have some isolated delays in some affected postcodes due to ongoing safety concerns and will only deliver into these areas when it is safe to do so. For information about specific postcodes please contact our Customer Contact Centre on 13 POST (13 76 78)
• A list of Post Offices that are currently closed is available on our website auspost.com.au and is being updated regularly.

Can I have my order Express Posted?

Yes, we can arrange this for an extra charge.

Can my parcel be left at my door if I am not home?

Australia Post will require you to sign for your COHub packages by default. However if you would prefer to have your package left in a safe place such as your doorstep or letterbox, you can select the ATL (Authority To Leave) option at checkout. You can also provide delivery instructions in the comments section at checkout which will be included on your package.

Any packages marked ATL can not be replaced if they go missing, so this option is at your own risk.

What happens if I entered the wrong information for delivery?

Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

You will receive your tracking information once dispatched. Please sign up to the MyPost tool auspost.com.au/mypost/ to redirect your parcel.

If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but Australia Post will eventually return the package to us. The COHub will cover the return fee from Australia Post, but we may request payment to resend this out to you.

What is my package goes missing?

If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.

If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a $9.95 postage fee.

Does my delivery to NZ incur GST?

Yes, as of December 2019, all deliveries to NZ will incur GST in line with NZ customs law.

The GST will be added to your cart and prices at checkout will update to reflect.

Orders $1000 and over may be subject to duties.

Privacy Policy

Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from The Clean Organic Hub, TheCOHub Site.

TheCOHub will not share your email or any other information with a third party unrelated to order processing and delivery purposes. We use your email address for order confirmation, customer service issues or to provide your tracking code via Australia Post. Please note that in the instance that an order is placed for a drop shipped item (a product sent direct from the supplier) your email and delivery address is passed on to the supplier for order and delivery purposes only.

Personal information we collect 

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number. We refer to this information as “Order Information”. 

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information. 

How do we use your personal information? 
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to: 

  • Communicate with you; 
  • Screen our orders for potential risk or fraud; and 
  • When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. 


Do not track 
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser. 

Changes 
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons. 

Contact us 
For more information about our privacy practices, if you have questions, or if you would like to voice your concerns, please contact us by e‑mail at info@thecleanorganichub.com and someone will be in contact with you.

 

Terms of Service

Website Terms of Use - www.thecleanorganichub.com

This Website ('Website') is owned and operated by The Clean Organic Hub.

The material on the Website is copyright © [2020] [The COHub ] and/or other copyright owners.

The Clean Organic Hub company is wholly Australian owned. The pages on this website contain information about products and services available in Australia and other countries. Consumers are advised to check the individual product or service to determine its availability where you reside. Any prizes, gifts, giveaways and services are offered to consumers in Australia only.

All comments and statements made on this website and corresponding social media sites are based on The COHub's personal view only and are not intended as medical or legal advise in anyway. Please always consult your medical practitioner directly on any concerns that you have. Always consult your medical practitioner before starting any new diet or health regime. Always consult your medical practitioner before using any products sold or recommended if you are pregnant or have any allergies.

Every attempt has been made to list the ingredients, and vegan/gluten free status on each product to the best of our ability, these are to be used as a guide only and are not guaranteed. Please always contact the manufacturer directly to check for updates and changes to ingredient listings.

The website is available for you to access, conditional on your acceptance without limitation or alteration of the terms and conditions set out below. You must not use this Website if you do not agree to be bound by these Website Terms.

Except as otherwise expressly stated on this Website and to the full extent permitted by law, this Site and all information contained within it regarding or relating to the Owner and its related entities, products and services is provided 'as is' and on an 'as available' basis without any representation or endorsement made and without warranty of any kind, whether expressed or implied.