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Reviews Policy

Reviews Policy

Last updated: 28 August 2026

At Nutra Naturals, we value honest feedback from our customers. Reviews help other customers make informed choices and help us understand what we're doing well and where we can improve.

We want the reviews displayed on our website to provide a genuine and balanced reflection of our customers' experiences. We publish both positive and negative reviews and do not remove, suppress or alter a review simply because it is critical of a product or of Nutra Naturals.

As a business, we also have responsibilities under Australian laws and regulations governing advertising and consumer communications. Because customer reviews displayed on our website can form part of the information used to promote our products, there are circumstances where we may need to moderate, redact or remove content.

This policy explains how and why we do this.

Our approach to reviews

Our guiding principle is to preserve the customer's genuine opinion wherever reasonably possible.

We do not edit reviews to make them more favourable, remove criticism, improve their wording or otherwise change the substance or sentiment of what a customer has said.

Where moderation is required, we aim to make the minimum change reasonably necessary to address the relevant issue while preserving the remainder of the customer's review.

This means that, depending on the circumstances, we may:

publish a review exactly as submitted;
publish a review with a clearly identified portion redacted;
not publish a review where the issue cannot reasonably be addressed through a limited redaction; or
remove or moderate a review after publication if an issue is subsequently identified.

These principles apply regardless of whether a review is positive, negative or neutral.

Why we moderate some reviews

Customer reviews displayed on our website are considered part of our advertising or other commercial communications. This means we have responsibilities in relation to the content we publish, even where the words were originally written by a customer.

We may therefore moderate review content where reasonably necessary to comply with applicable Australian laws, regulations or regulatory requirements, including those relating to consumer protection, advertising, foods and therapeutic goods.

For example, depending on the product and circumstances, we may need to moderate content containing health, therapeutic or other product claims that we are not permitted to make or publish in advertising.

Moderation does not mean that we believe a customer's personal experience is untrue. It means that there may be legal restrictions on the claims that Nutra Naturals is permitted to publish in connection with a product.

How health and therapeutic claims are moderated

Customers sometimes describe personal experiences using language that makes a health or therapeutic claim about a product.

Where we determine that we cannot publish a particular claim, our preference is to redact only the affected words rather than remove the customer's entire review.

A redaction will be clearly identified. For example:

Original review:
“Love this product! It tastes great and completely cured my [condition]. I use it every morning.”

Published review:
“Love this product! It tastes great and [content removed due to applicable laws]. I use it every morning.”

We do not rewrite a non-compliant claim into a different or more favourable claim and we do not conceal the fact that content has been removed.

Where only part of a review requires moderation, we will preserve the customer's remaining comments and star rating.

If the relevant content cannot reasonably be separated from the remainder of the review, we may need to withhold the review from publication or remove it.

Other reasons we may moderate or remove a review

We may also moderate, withhold or remove a review where we reasonably believe it:

is fake, fraudulent or does not reflect a genuine customer experience;
contains unlawful, misleading or deceptive content;
contains personal or sensitive information that should not be published;
contains abusive, threatening, discriminatory, defamatory or otherwise inappropriate material;
contains spam, advertising, promotional material or links unrelated to the review;
is unrelated to the relevant product or customer experience;
impersonates another person or misrepresents the reviewer's identity or relationship with Nutra Naturals;
has been submitted multiple times or is substantially duplicative;
contains content that we are legally required or reasonably consider it necessary to remove; or
otherwise breaches this Reviews Policy or applicable law.

We will not remove or suppress a genuine review merely because it is negative, gives a low star rating, reports dissatisfaction with a product, or contains criticism of Nutra Naturals.

Positive and negative reviews are treated consistently

Our moderation criteria apply irrespective of the reviewer's opinion of the product.

A positive review containing content that cannot appropriately be published may be moderated in the same way as a negative review containing equivalent content.

Likewise, we do not selectively publish favourable reviews while withholding genuine critical reviews in order to improve the apparent reputation or rating of a product.

A customer's opinion does not need to agree with ours in order to be published.

We don't change the meaning of reviews

Except for clearly identified redactions, we do not rewrite customer reviews.

In particular, we do not:

turn a negative comment into a positive one;
remove criticism simply because it is unfavourable;
add claims or statements that the reviewer did not make;
change a reviewer's star rating to improve a product's rating; or
selectively edit a review in a way that creates a materially different impression of the customer's experience.

Where substantive content has been removed for advertising compliance, we aim to make that intervention apparent to readers rather than presenting the remaining text as though the customer submitted it in that form.

Star ratings

Where we redact part of an otherwise genuine review, we leave the customer's original star rating unchanged.

We do not increase or otherwise alter a customer's rating because part of their written review has been moderated.

Displayed ratings and review numbers should be read together with this Reviews Policy, as some review content may have been moderated or removed in accordance with the principles described above.

Incentivised reviews

From time to time, customers may be invited or encouraged to provide feedback.

Where an incentive is offered specifically in connection with providing a review, it must not be conditional on the customer providing a positive review. Where required, we will also identify or disclose that a review was incentivised so that customers can understand the circumstances in which it was provided.

We do not offer incentives in exchange for positive reviews.

Reviews may be moderated after publication

Reviews may be reviewed both before and after publication.

Advertising and regulatory requirements can change, and we may also identify an issue with previously published content during a later compliance review.

As a result, we may retrospectively redact or remove content where reasonably necessary to comply with applicable requirements. We apply the same moderation principles to historical reviews as we do to newly submitted reviews.

A redaction does not mean we dispute the customer's experience

Where you see wording such as:

[content removed due to applicable laws]

this means Nutra Naturals has removed part of the review because we determined that we should not publish that content in connection with the product.

It does not necessarily mean that we believe the reviewer did not genuinely have or describe that experience. The redaction relates to what we are permitted to publish, rather than being a determination about the customer's personal experience.

Questions about a review

If you submitted a review and have a question about how it has been moderated, or believe your review has been incorrectly moderated or removed, please contact us at hello@nutranaturals.com.au.

We may review the moderation decision and, where appropriate, restore or amend the way the review is displayed.

Our commitment

Our goal is to provide customers with access to genuine customer feedback while meeting our legal and regulatory responsibilities.

We are committed to:

publishing genuine positive and negative feedback;
applying our moderation criteria consistently;
not manipulating reviews or ratings to create a more favourable impression of our products;
making substantive advertising-compliance redactions visible;
preserving as much of a customer's original review as reasonably possible; and
being transparent about how our review moderation process works.