Refund policy

Return and Refund Policy

 

This policy applies to all purchases made from Benchmark Performance Nutrition. Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

 

1. Consumer Guarantees

Under the ACL, 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 replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

A product has a major failure when:

- It is unsafe.

- It is significantly different from the description or sample.

- It is substantially unfit for its common purpose.

- It has a problem that would have stopped you from buying it if you had known about it.

 

2. Health & Safety (Opened Products)

Due to the nature of health supplements, we cannot accept returns for products that have been opened or tampered with unless the product is faulty, or we are otherwise required by law to provide a remedy.

 

- Safety First: If you believe a product is contaminated or has caused an adverse reaction, please stop use immediately and contact us at innovoleptyltd@gmail.com

 

3. Change of Mind

We understand that sometimes you might change your mind. We offer a 14 day change of mind return policy provided that:

- The product is strictly unopened, with all seals intact.

- The product is in its original, undamaged packaging.

- You provide a valid proof of purchase (receipt or tax invoice).

- Note: Return shipping costs for "change of mind" returns are the responsibility of the customer.

 

4. Damaged or Incorrect Items

If your order arrives damaged or you receive the incorrect item, please notify us within 48 hours of delivery. We will arrange for a replacement or a full refund at no additional cost to you, including return shipping.

 

5. Refund Process

- Method: Refunds will be processed using the original payment method.

- Timeframe: Once we receive and inspect your return, we will process the refund within 7 business days.

 

- Shipping Costs: Original shipping costs are non-refundable for change of mind returns.

 

6. How to Initiate a Return

To start a return process, please contact our support team at innovolveptyltd@gmail.com with your order number and the reason for the return. Do not send items back without prior authorisation.