Refund policy
At Sunraysia Supplements, we aim to provide quality products and a positive shopping experience.
We understand that occasionally an order may need to be returned or exchanged. This policy explains our returns process for supplements, apparel, accessories and other products purchased through our store.
All returns and refunds are handled in accordance with the Australian Consumer Law (ACL).
1. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply to eligible products regardless of whether they are on sale, have been opened or are no longer in their original packaging.
Nothing in this policy limits or excludes your statutory consumer rights.
2. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, incorrect or materially different from its description, please contact us.
Email: phillip@sunraysupps.com.au
Please provide the following information where available:
- Your full name.
- Your order number or proof of purchase.
- A description of the issue.
- Photographs of the product, packaging or damage, where possible.
Photos help us assess and resolve issues efficiently. However, photographic evidence is not mandatory in every circumstance.
We may request additional information or arrange an appropriate product assessment where reasonably necessary.
Depending on the issue and your rights under Australian Consumer Law, you may be entitled to a refund, replacement, repair or another appropriate remedy.
Where a refund is required, it will include applicable delivery charges in accordance with Australian Consumer Law.
3. Supplement Returns
For health, hygiene and product safety reasons, we do not generally accept change-of-mind returns or exchanges for nutritional supplements, including:
- Protein powders and mass gainers.
- Pre-workout and performance supplements.
- Creatine and amino acid products.
- Vitamins, minerals and health supplements.
- Hydration and electrolyte products.
- Other consumable supplements.
This includes products purchased in an incorrect flavour or products that are no longer wanted.
We may consider discretionary returns of unopened supplements in their original, undamaged and fully sealed condition, subject to prior approval.
Any discretionary return must be authorised by Sunraysia Supplements before the product is sent back.
Opened, used or unsealed supplements are generally not eligible for change-of-mind returns.
Important: These conditions apply only to change-of-mind returns. If a product is faulty, unsafe, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, your rights under Australian Consumer Law remain unaffected, even if the product has been opened.
4. Apparel Returns and Exchanges
We offer a 14-day voluntary return and exchange period for eligible apparel.
To qualify for a change-of-mind return or exchange:
- The return must be requested within 14 days of receiving the item.
- The item must be unworn, unwashed and unused, except for reasonable fitting.
- The item must be in its original condition with any original tags attached.
- Proof of purchase must be provided.
- The return must be approved before the item is posted.
Eligible items may be returned for a refund or exchanged for another available size, subject to the conditions above.
If your preferred replacement size is unavailable, we will discuss an alternative with you.
Customers are responsible for return postage costs associated with voluntary change-of-mind returns or size exchanges.
These conditions do not restrict your rights if apparel is faulty, incorrectly supplied or does not meet the applicable consumer guarantees.
5. Accessories and Other Non-Consumable Products
Returns for accessories, including shaker bottles, drink bottles, gym accessories and similar items, are assessed individually.
We do not generally offer refunds for change of mind on these products.
Unopened and unused items may be considered for a discretionary return or exchange with prior approval.
All statutory consumer rights continue to apply to faulty, defective or incorrectly supplied products.
6. Sale and Clearance Items
Products purchased during promotional sales, clearance events or special offers are generally not eligible for change-of-mind returns or exchanges.
This includes products sold at discounted prices or marked as clearance or final sale.
However, all eligible sale and clearance products remain covered by Australian Consumer Law.
If a sale item is faulty, incorrectly described or otherwise fails to meet an applicable consumer guarantee, customers retain their statutory rights to an appropriate remedy.
7. Return Shipping Costs
For approved change-of-mind returns or exchanges, customers are responsible for return shipping costs unless otherwise agreed.
For products that are confirmed to have a fault or other consumer guarantee failure, Sunraysia Supplements will reimburse reasonable return postage costs as required by Australian Consumer Law.
Customers should retain postage receipts where reimbursement may be applicable.
If a product arrives damaged due to the original delivery process, please contact us so we can assist with an appropriate resolution.
Where we arrange the original delivery, we will address relevant delivery issues and carrier enquiries rather than requiring customers to resolve them directly with the courier.
8. Return Approval and Process
To request a return or exchange, please email:
Include your order information and the reason for the return.
Our team will review your request and provide instructions where a return is appropriate.
Please do not send products back without contacting us first, as this may delay processing.
For voluntary returns, prior approval is required.
For claims under Australian Consumer Law, customers retain their statutory rights regardless of whether prior approval has been obtained.
Items should be suitably packaged to prevent damage during return transit.
We recommend using a tracked postal service and retaining proof of postage.
9. Refund Processing
Once a refund has been approved, it will be processed as soon as reasonably practicable.
Refunds will generally be issued to the original payment method used for the purchase.
Where the original payment method is unavailable, we may contact you to arrange another appropriate refund method.
Processing times may vary depending on your bank or payment provider.
Any refund will be provided in accordance with applicable Australian Consumer Law requirements.
10. Proof of Purchase
Customers may be asked to provide proof of purchase when requesting a return, replacement or refund.
Accepted proof may include:
- Order confirmation emails.
- Tax invoices or receipts.
- Payment transaction records.
- Other reasonable evidence showing the purchase was made through Sunraysia Supplements.
An original paper receipt is not the only acceptable form of proof of purchase.
11. Contact Us
For all return, refund or exchange enquiries, please contact:
Sunraysia Supplements
Email: phillip@sunraysupps.com.au
Website: www.sunraysupps.com.au
Store: 4/840 Fifteenth Street, Mildura VIC, Australia
Store: 100 Langtree Avenue, Mildura VIC, Australia
We aim to resolve customer enquiries fairly, efficiently and in accordance with Australian Consumer Law.