Refund policy

Receipt and Inspection

  • Upon receipt, customers should inspect goods promptly. If goods are damaged or faulty, contact us as soon as possible (see 'Faulty or incorrect items' below).

  • If items are lost in transit, please notify us within 14 days of the shipping confirmation date so we can assist with locating or replacing the items.

Change of Mind, Change of Preference, or Incorrect Selection

  • For non-faulty items returned due to change of mind, approval is discretionary; if accepted, the customer may be responsible for return shipping costs and any loss in value (e.g., opened packaging).

  • Returns for 'change of mind' items must be initiated within 14 days of receiving the order and items must be returned unused, with original packaging and proof of purchase.

Faulty, Damaged or Incorrectly Supplied Items

  • Under the Australian Consumer Law (ACL), all consumers are entitled to remedies if a product is faulty, not as described, or not fit for its intended purpose, regardless of whether the item was discounted, on sale, or marked 'final'.

  • If your product is faulty, damaged in transit, or not what was ordered, we will provide a choice of the following: a repair (where feasible), replacement or full refund, at our discretion, depending on the nature of the fault.

How to Request a Return, Repair or Refund

  • Contact us via the Contact page with your order number, a description of the issue (e.g. faulty, incorrect, damaged), and photographic evidence.

  • Once approved, we will provide instructions for returning the goods.

  • Refunds will be processed within a reasonable time (typically within 7 business days) following receipt/confirmation of the returned goods.

Exceptions & Conditions

  • Supplements: For hygiene and safety reasons, opened or partially used protein powders, collagen formulas, BCAAs or similar cannot be returned for change of mind.

  • Digital goods/services: Because these are delivered digitally, change-of-mind refunds are only available before the user has downloaded or accessed the content. Once accessed/downloaded, refunds may be refused.