Nothing in this policy limits, excludes, or replaces your rights under the Australian Consumer Law (ACL). Those rights apply automatically and in addition to anything written here.
Change of mind
If you've simply changed your mind, we accept returns within 7 days of delivery, provided the item is unused, unopened, and in its original packaging. Because of the nature of our products, we can't accept change-of-mind returns on opened consumable items (powders, gels, drinks).
For change-of-mind returns: you cover the cost of returning the item to us, and we'll refund the price paid, less the original shipping cost.
Faulty, damaged, or incorrect items
If your order arrives damaged, faulty, or doesn't match what you ordered, contact us as soon as possible at hexisnutritionsales@gmail.com with your order number and a photo showing the issue.
Under the ACL, you're entitled to a free repair, replacement, or refund if a product has a problem we couldn't have reasonably expected when sold to you. For a major problem, you can choose between a refund or replacement. For a minor problem, we'll repair, replace, or resupply it within a reasonable time.
Where a fault is confirmed, we'll cover your return shipping cost and reimburse your original delivery fee — this is not at our discretion, and it isn't limited by the 7-day change-of-mind window above. These rights apply for as long as is reasonable given the type of product.
How refunds are processed
Once we receive and inspect a returned item, we'll email you to confirm it's arrived and let you know the outcome. Approved refunds are processed to your original payment method within [X] business days.
