Refund policy

RETURNS AND REFUNDS POLICY

EFFECTIVE DATE: APRIL 2026

Australian Plant Based Supplements Pty Ltd strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible.

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions.

Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.

WHEN CAN I INITIATE A RETURN?

We ask that you let us know within 7 days of receiving your order that you wish to initiate a return either via email.

If a fault only becomes apparent later, notify us within 7 days of discovering the fault and within the product’s expiry period so we can assess the claim.

I RECEIVED THE WRONG ORDER

If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to:

- send the correct item; or

- provide you with a refund.

Follow the steps in How to Return Products below.

MY ORDER WAS DAMAGED IN TRANSIT

Damaged Products (Damaged During Shipping):

Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e photo of the damaged box prior to opening) and let us know if you would like us to:

- send a replacement; or

- issue refund.

Follow the steps in How to Return Products below.

I HAVE CHANGE MY MIND, CAN I RETURN MY PRODUCT?

Unfortunately, we cannot accept returns for change of mind on items.

CAN I RETURN A SALE ITEM? 

Unfortunately, we cannot accept returns for sale items (unless they are faulty, damaged upon receipt or do not match the description of the product you ordered).

I ORDERED THE WRONG THING - CAN I RETURN IT FOR A REFUND?

We are unable to offer refunds for incorrect purchases.

DO YOU NEED TO UNDERTAKE A QUALITY CHECK?

Yes.  Upon receipt of a returned item reported as damaged or faulty, we will perform a quality check to confirm the issue and work with you to arrange the appropriate remedy (replacement or refund, as required under the Australian Consumer Law). This check is crucial to ensuring that we address the issue appropriately and provide a solution such as a replacement or refund, depending on the specific case and customer preference. If the damage is confirmed to be due to shipping or a manufacturing defect, we will proceed with the corrective action at no additional cost to the customer.

HOW TO RETURN PRODUCTS

To return an incorrect, faulty or damaged product, please follow the simple steps below:

To let us know the issue and that you would like to arrange a product return contact us via e-mail at hello@vital7.com.au. We will advise the best address for you to send the products to.

To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing.

Pack and seal the item/s in their original shipping package and post them back to us.

Processing Times for Returns

Once we receive your returned item, please allow up to 14 business days for your return to be processed. Refunds will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.

SHOULD I RETURN VIA REGISTERED POST?

We recommend that you return the product via Registered post. Australian Plant Based Supplements Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

If the item is damaged or faulty; or

If we sent you the wrong item.

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.