Customer care

Returns & Refunds

Our approach to returns, exchanges and refunds — including your rights under the Australian Consumer Law.

Your ACL rights

Faulty products are covered by the Australian Consumer Law.

Exchanges

Unopened, sealed products may be eligible for an exchange.

Contact us first

Get authorisation before sending anything back.

01. Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Products must be of acceptable quality, safe and free from defects, fit for their purpose and match their description.

For a major failure, you’re entitled to choose a refund or replacement. For a minor failure, we may repair or resolve the problem within a reasonable time. You can’t be denied a statutory remedy just because a product has been opened or used.

02. Faulty, damaged or incorrect products

If you receive a product that is faulty, damaged, or not what you ordered, please contact us at business@activnutrition.com.au with your order number, a description of the issue and photos where possible.

We may ask for reasonable information to assess the issue. Where a remedy is required, we will provide it — and where we supplied the wrong product, we will cover the reasonable costs of correcting our error.

03. Change of mind

We don’t offer automatic refunds for change of mind — for example, if you no longer want a product, chose the wrong item when accurate product information was available, or found it cheaper elsewhere.

We may, at our discretion, consider a goodwill refund or exchange. This doesn’t limit any refund or remedy required by law.

04. Exchanges

If you ordered the wrong item or would prefer a different product, we may consider an exchange. To be eligible, the original product must be:

  • unopened and unused, with all original seals intact;
  • in its original packaging, undamaged and suitable for resale;
  • free of any sign of tampering; and
  • stored in line with any hygiene, safety and storage requirements.

Please contact us and obtain authorisation before sending a product back. Final approval is given once we’ve received and inspected the product.

05. Return postage

For change-of-mind returns and exchanges, you’re responsible for return postage, any replacement shipping and any price difference. Please pack items carefully — the product remains your responsibility until it reaches us.

For faulty products or our errors, we’ll cover reasonable return costs in line with the ACL.

06. How refunds are processed

Approved refunds are made to your original payment method as soon as reasonably practicable. Depending on your bank or payment provider, it may take a few business days for the refund to appear in your account.

07. How to request a return

  1. Email business@activnutrition.com.au with your order number and the reason for your request.
  2. Include photos if the product is faulty, damaged or incorrect.
  3. Wait for our authorisation and return instructions before sending anything back.

08. More information

This page summarises our returns approach. Full details are set out in section 5 of our Terms and Conditions. Nothing in this policy limits your rights under the Australian Consumer Law. For more information, visit the ACCC consumer guarantees page.

Need help with an order?

Email business@activnutrition.com.au or call 0430 154 106 — we’re happy to help.

Contact us