IF YOU'RE NOT HAPPY, WE'RE NOT HAPPY!
100% MONEY BACK GUARANTEE applies to any products you purchase that do not perform to your expectations and can be returned within 30 days for a full refund; simply contact us to arrange a return shipping label at no cost to you, return the product to us and we will refund you the price of the goods including shipping for that item.
CHANGE OF MIND - if you purchase and receive a product but change your mind or if you ordered incorrectly, a $12 return shipping fee will apply. Simply call us to arrange a return shipping label, alternatively you can pay for return postage to us (non-refundable). Once received and as long as the product is unused and in it's original packaging, we will arrange a full refund, credit to your account or exchange for another product.
DEFECTIVE GOODS - claims must be lodged via the phone, our website or email within (30) thirty days of the purchase date to be eligible for replacement or refund. Depending on the claim we may require evidence of the defect via email or post. Items will be replaced with the same item originally purchased or you can opt to return the faulty item(s) and receive a full refund will be offered. We will supply you with a return shipping label, at no cost to you.
SAMPLE PACK RETURNS - As stated in our television advertising, if you're not satisfied with the product we'll give you your money back within 30 days. If you aren't satisfied, simply return a minimum of 7 sample sachets and the shaker at your own cost and once received at our office, the refund will be processed.
HOW TO RETURN YOUR ITEM
1. Contact us via email at orders@trueprotein.com.au or telephone on 1300 536 688. A customer service representative will explain how to go about your return request and record all the necessary product return information.
2. The customer service representative will arrange a return label (Change of mind returns - at your cost; Defective items - at our cost) that you need to attach to the item, which can then be dropped off at any Australia Post outlet.
3. As soon as the return has been received, a replacement product will be sent to you or a refund will be issued.
IMPORTANT
Any returns must be received by True Protein within (30) thirty days of the claim being made. Replacement product will only be shipped after the faulty item has been received by True Protein unless stated otherwise by a True Protein Customer Service Representative.
Refunds for returns will be processed by True Protein within 72 hours of receiving the item at our warehouse. It can then take up to 48 hours for money to credited by the bank into our customer accounts.
For items that do not require return, refunds will be processed within 24 hours by True Protein. It can then take up to 48 hours for money to credited by the bank into our customer accounts.
All Refund claims made within the 30 day period, will be issued in the method by which they paid.
If you feel that your return falls outside of our policy, we encourage you to contact us on 1300 536 688 to confirm if your return can be accepted. Remember it’s our aim to keep our customers happy, so please feel free to call us and we will work hard to resolve any issues.
ADDRESS
True Protein Pty Ltd, Unit 1, 108 Old Pittwater Road BROOKVALE NSW 2100
