Refund Policy

<p><em>Last updated: 10 September 2026</em></p>

<p>We want you to be happy with every Premium Supps order. This policy explains what to do if something isn't right, and what you are entitled to under the Australian Consumer Law. Nothing in this policy limits your rights under that law.</p>

<h3>Your consumer guarantees</h3>
<p>Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.</p>
<p>New Zealand customers have equivalent rights under the Consumer Guarantees Act 1993 (NZ).</p>

<h3>Damaged, faulty or incorrect items</h3>
<p>If your order arrives damaged, a product is faulty, or you have received the wrong item, email <a href="mailto:admin@premiumsupps.net">admin@premiumsupps.net</a> with your order number, a description of the problem and photos of the parcel and the affected products. For damaged or incorrect items, please contact us within 7 days of delivery so we can raise the issue with the carrier or warehouse quickly.</p>
<p>Once we have reviewed your claim we will replace the item or refund you. For a major failure the choice is yours; for a minor problem we may offer a replacement first. In most cases you will not need to send the item back. If we do need it returned, we will organise that and cover the cost.</p>
<p>A product is not faulty because it did not produce the results you hoped for. Individual responses to supplements vary. If you are unsure whether a product is right for you, get in touch before ordering and we will help.</p>

<h3>Change of mind</h3>
<p>If you change your mind for any reason, you can return any product within 30 days of delivery and we will refund the product price. This applies even if the product has been opened or partly used. Gift cards and free gifts are excluded.</p>
<p>To start a return, email admin@premiumsupps.net with your order number and the items you would like to return. We will confirm the return and send you the return address and instructions. Please do not send anything back before hearing from us, as unrequested returns may not be identified or refunded.</p>
<p>When we receive and check the return, we will refund the product price to your original payment method. Original shipping charges are not refunded, and if the return means your order no longer qualifies for free shipping or a promotion, the value of that shipping or promotion may be deducted.</p>

<h3>Exchanges</h3>
<p>The quickest way to swap a product is to return it under this policy and place a new order for the item you want. If we sent you the wrong item, we will arrange the correct one at no cost to you.</p>

<h3>Cancelling or changing an order</h3>
<p>If you need to cancel or change an order, email admin@premiumsupps.net as soon as possible with your order number. We can usually help if the order has not been despatched; once it has, the change-of-mind process above applies. Pre-orders can be cancelled for a full refund at any time before despatch.</p>

<h3>Late or missing parcels</h3>
<p>If your parcel has not arrived by the end of your estimated delivery window, or tracking shows it as delivered but you cannot find it, email us with your order number. We will investigate with the carrier and, if the parcel cannot be found, send a replacement or refund you. See our Shipping Policy for more detail.</p>

<h3>How refunds are paid</h3>
<p>Refunds go back to the original payment method. We issue refunds within 5 business days of your return or claim being finalised, and your bank or payment provider may take a few more days to show the funds. If you have not received a refund 10 business days after we have confirmed it, contact us and we will follow it up.</p>

<h3>Contact us</h3>
<p>Email <a href="mailto:admin@premiumsupps.net">admin@premiumsupps.net</a> with your order number for any return or refund question.</p>