Refund & Return Policy
Last updated: 23 May 2025

At Base Nutrition, we stand by the quality of our products. If something’s not right, we’re here to help. This policy outlines how returns, refunds, and exchanges are handled.

1. Australian Consumer Law (ACL)

Our Refund & Return Policy complies with your rights under the Australian Consumer Law (ACL). You are entitled to a refund or replacement for a major failure and compensation for any other reasonably foreseeable loss or damage. If the product fails to be of acceptable quality but the failure does not amount to a major failure, you are entitled to have the product repaired or replaced.

2. Change of Mind

Due to health and safety standards, we do not accept returns or issue refunds for change of mind on supplements, nutrition, or consumable products.

Please ensure you select carefully before purchasing. In order to support this process, we offer complimentary consultations for online customers who aren't able to speak with a team member locally.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect:

• Contact us within 48 hours of delivery

• Include your order number and photos of the item and packaging

• We’ll assess the issue and may offer a refund, replacement, or store credit based on the circumstances

We may request the return of the product before proceeding. If a return is required, we’ll provide return instructions and cover any shipping costs.

4. Return Conditions

To be eligible for a return (when approved):

• The product must be unused, sealed, and in its original packaging

• Must include proof of purchase

• Must be returned within 14 days of receiving your order

Returns outside of this timeframe may not be accepted.

5. Refunds (If Applicable)

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed back to your original payment method within 5–10 business days

• Shipping fees are non-refundable unless the return is due to our error (e.g. incorrect or faulty product)

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at support@basenutrition.co.

7. Non-Returnable Items

The following items are not eligible for return:

• Opened or used supplements or consumables

• Gift cards

• Promotional/bonus items

• Clearance sale items marked as “final sale”

8. Return Shipping

If a return is approved and not due to an error on our end:

• You will be responsible for paying the shipping costs

• We recommend using a tracked shipping service to ensure safe delivery back to us

9. Contact Us

For any return, refund, or product-related issue, reach out to our customer care team:

📧 support@basenutrition.co