Refund Policy

At Elite Supps, we do not offer refunds for change of mind or dissatisfaction with a product. Instead, eligible returns are processed as store credit or exchanges only. This policy is designed to keep our process simple while ensuring compliance with your rights under the Australian Consumer Law.

1. Change of Mind Returns

• Unopened items may be returned within 30 days of shipment (online purchases only).
• Returns must be submitted via our Returns Portal.
• Store credit will be issued in the form of a digital gift card once the return is received and approved.
• Original shipping fees are non-refundable, and return postage will be deducted from the store credit value unless the return is due to our error.

2. Exchanges

• Eligible returns may be exchanged for the same or a comparable product, subject to availability.
• Exchanges follow the same conditions as change of mind returns (unopened, within 30 days, lodged via the Returns Portal).

3. Returns Due to Non Collection or Incorrect Address

If an order is returned to us by the courier because it was not collected, refused at delivery, or an incorrect/incomplete address was provided at checkout, please note that shipping fees are non-refundable.

A re-shipment fee will apply if you’d like the parcel resent and if you choose not to have the order resent, store credit will be issued for the product value minus the original shipping cost and any courier return charges.

Customers are responsible for monitoring their tracking information and collecting their order within the timeframe set by the courier.

4. When Refunds May Apply

Refunds are only offered in limited circumstances, including:

• If your order (or part of your order) is out of stock and cannot be supplied.
• If a product is delivered incorrectly due to our error and you do not wish to accept a replacement.
• If a product is faulty or not as described.

Refunds will be issued back to your original payment method. Please allow up to 10 business days after processing for the refund to appear in your account.

5. Order Cancellations

• If you wish to cancel your order, please notify our Customer Success team as soon as possible.
• If your order has not yet been packed or dispatched, we will do our best to cancel it and issue a refund to your original payment method.
• Once an order has been packed and fulfilled, it cannot be cancelled and will instead need to follow our standard returns process.

6. Faulty or Incorrect Items

We will happily replace any product that is faulty, incorrect, or not as described. A product is considered faulty if it:

• Has a broken or missing seal at the time of purchase.
• Shows visible manufacturing defects.
• Is expired at the time of delivery, provided you were not made aware of the short dated status (i.e. it was not clearly advertised on our website or in your order confirmation email).

Please note: Transit-related damage (such as dented packaging or cracked containers) is not considered a product fault.

7. Warranty – Electronic Devices

• All electronic devices purchased through Elite Supps are covered by a 1-year limited warranty against manufacturing defects under normal use.
• If a warranty claim is approved, the resolution will be in the form of a replacement or store credit. Refunds are not available under warranty.

8. Exclusions

Store credit, exchanges, or refunds will not be provided for:

• Opened or used items.
• Clearance or sale products.
• Returns requested more than 30 days after shipment.

Note: This policy applies to purchases made through elitesupps.com.au only. For in-store purchases, returns are handled at the discretion of the individual store. Your rights under the Australian Consumer Law remain unaffected.

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Need help? Contact our Customer Success team at enquiries@elitesupps.com.au.