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Shipping and Returns
1. Shipping
Orders will be processed during business hours and should be shipped within 5-7 business days of your order. During sale periods shipping may take a little longer. Thank you for your understanding.
2. Order Cancellations
To cancel an order, please contact us at 1300 476 943 or info@isowhey.com.au. Once goods have been dispatched, cancellations cannot be processed. This applies to all orders, including subscription-based purchases.
3. Returns
Our return policy lasts 30 days from the date of purchase. If more than 30 days have passed, we are unable to offer a refund or exchange.
To be eligible for a return:
- The item must be unused, in its original condition, and in the original packaging.
- Proof of purchase (receipt, order number, or invoice) must be provided.
To return your product, please mail it to:
Essence Group
35 Norfolk Ave, South Nowra, NSW 2541
Return shipping costs:
- Customers are responsible for their own return shipping costs. Shipping costs are non-refundable.
- If a refund is issued, the cost of return shipping will be deducted from your refund.
- Shipping times for exchanged products may vary based on location.
4. Refunds
Used or damaged products are not eligible for refunds. Returns are processed only after inspection by the IsoWhey team.
Upon receiving and inspecting your return, we will notify you via email regarding the approval or rejection of your refund request. Refunds are granted only under circumstances deemed acceptable by IsoWhey. Lack of results is not a valid reason for a refund.
If approved, the refund will be processed, and a credit will be applied to your original payment method within a specified timeframe.
Partial refunds may be granted in cases where:
- The item is damaged or has missing parts due to reasons not caused by IsoWhey.
Important Refund Information:
- Sale items: Only regular-priced items are eligible for refunds. Sale items cannot be refunded.
- Late or missing refunds: If you have not received your refund yet, please check with your bank and credit card provider, as processing times may vary. If you still require assistance, contact us at info@isowhey.com.au.
5. Exchanges
We only replace items that are defective or damaged. To request an exchange for the same item, email us at info@isowhey.com.au and mail your item to:
IsoWhey Australia Level 3, 170 Pacific Highway, Greenwich, NSW 2065
6. Gifts
- If the item was marked as a gift at purchase and shipped directly to you, you will receive a gift credit for the value of your return. Once the return is received, a gift certificate will be sent to you.
- If the item was not marked as a gift, or the order was shipped to the gift giver, we will issue a refund to the original purchaser.
For any questions regarding our Terms & Conditions, please contact us at info@isowhey.com.au or 1300 476 943.