Refund policy

Returns Policy for Supplement Universe

Last Updated: March 12, 2025

At Supplement Universe, we want you to be completely satisfied with your purchase. This Returns Policy outlines your rights under Australian Consumer Law, as well as our additional policies for returns and refunds. Please read this carefully before making a purchase.

1. Your Rights Under Australian Consumer Law (ACL)

Under the ACL, all products sold by Supplement Universe come with consumer guarantees that cannot be excluded. These include:

  • Acceptable Quality: Products must be safe, durable, and free from defects.
  • Fit for Purpose: Products must match their description and be suitable for their intended use.
  • Match Description: Products must align with how they’re described on our website (e.g., ingredients, weight).

If a product fails to meet these guarantees (e.g., it’s faulty, damaged, or significantly different from what was advertised), you’re entitled to a remedy—either a refund, replacement, or repair, depending on the issue:

  • Major Faults: If the problem is significant (e.g., the product is unsafe or unusable), you can choose a refund or replacement.

To claim under the ACL, please contact us at admin@supplementuniverse.com.au within 30 days. Proof of purchase (e.g., order confirmation) is required.

Note: Consumer guarantees do not apply if you simply change your mind, misuse the product, or fail to follow usage instructions (e.g., exceeding recommended doses).

2. Change of Mind Returns

We’re not legally required to offer refunds for change of mind, but as a gesture of goodwill, we provide the following option:

  • Timeframe: You may return unopened and unused products within 7 days of delivery.
  • Condition: Products must be in their original, unopened packaging, with seals intact and in resalable condition. Due to health and safety regulations, we cannot accept opened or used supplements (e.g., protein powders, fat burners) for change of mind returns.
  • Remedy: We’ll provide a store credit for the purchase price (excluding shipping costs). Refunds to your original payment method are not available for change of mind returns.
  • Shipping: Return shipping costs are your responsibility. We recommend using a tracked service, as we’re not liable for lost returns.

To initiate a change of mind return, email us at admin@supplementuniverse.com.au with your order number and reason for return. We’ll provide instructions on how to send the product back.

3. How to Return a Product

  1. Contact Us: Email admin@supplementuniverse.com.au within the applicable timeframe (ACL claim or 7 days for change of mind). Include your order number, product details, and reason for return.
  2. Approval: We’ll review your request and provide a Return Authorisation (RA) number if approved. Returns without an RA number may be rejected.
  3. Pack & Ship: Securely package the product and send it to 921 Albany Hwy, East Victoria Park WA 6101 with the RA number clearly marked. For ACL claims, we’ll cover reasonable shipping costs if the fault is verified.
  4. Processing: Once we receive and inspect the return, we’ll notify you of the outcome:
    • ACL refunds/replacements: Processed within 7-10 business days to your original payment method.
    • Change of mind store credit: Issued within 7-10 business days as a code usable on our store.

4. Non-Returnable Items

We cannot accept returns for:

  • Opened or used supplements (except for ACL-covered faults).
  • Products damaged due to misuse, improper storage (e.g., exposure to heat/moisture), or failure to follow instructions.
  • Items purchased during clearance sales or marked as “final sale.”

5. Shipping Issues

  • Damaged in Transit: If your order arrives damaged, contact us within 48 hours of delivery with photos of the damage. We’ll arrange a replacement or refund under ACL.
  • Non-Delivered: If your order doesn’t arrive within [your estimated delivery timeframe], let us know, and we’ll investigate with our shipping provider.

6. Contact Us

For all return inquiries, reach out to us at:

  • Phone: 0409 981 805
  • Business Hours: Mon-Fri, 9:30 AM - 5:30 PM AWST

We’re committed to resolving issues quickly and fairly. Thank you for shopping with Supplement Universe!