Returns Policy
Last updated: July 2026
Elite Vitamin Zone wants customers to receive the products they ordered in good condition.
This Returns Policy explains how we handle returns, refunds, replacements and damaged or incorrect items. Nothing in this Returns Policy excludes, restricts or modifies any rights, guarantees or remedies you may have under the Australian Consumer Law or any other applicable law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a repair, replacement, refund or other remedy if a product:
- is faulty
- is unsafe
- is not of acceptable quality
- does not match its description
- is not fit for a disclosed purpose
- is not the product you ordered
- otherwise fails to meet a consumer guarantee.
Your rights under the Australian Consumer Law apply regardless of any manufacturer warranty or any timeframes listed for change-of-mind returns.
2. Damaged items
If your order arrives damaged, please contact us as soon as possible through the contact details provided on this website.
Please include:
- your name
- order number
- product name
- a description of the damage
- photos of the damaged product and packaging, where possible.
If you notice obvious damage before accepting delivery, you may refuse delivery and contact us so we can assist.
If you notice damage after accepting delivery, please contact us promptly so we can assess the issue and arrange an appropriate solution.
Depending on the circumstances and your rights under the Australian Consumer Law, we may arrange a replacement, refund or another suitable remedy.
3. Incorrect items
If we have sent you the wrong product, please contact us as soon as possible through the contact details provided on this website.
Once the issue is confirmed, we will arrange an appropriate solution, such as sending the correct product, arranging return of the incorrect product where required, or providing a refund.
You will not be charged additional postage where the incorrect item was sent due to an error by Elite Vitamin Zone.
4. Faulty products
If you believe a product is faulty, please contact us with your order details and a description of the issue.
We may request photos, batch details, expiry details, the product packaging, or return of the product so the issue can be assessed.
If the product is confirmed to have a fault or otherwise fails to meet a consumer guarantee, we will provide a remedy in accordance with the Australian Consumer Law. Depending on the nature of the issue, this may include a replacement, refund or other remedy.
For major problems, you may be entitled to choose a refund or replacement. For a minor problem, we may choose an appropriate remedy, which may include replacement, refund or another remedy provided within a reasonable time.
5. Change-of-mind returns
We may accept change-of-mind returns where:
- you contact us within 7 days of receiving your order
- the product is unopened, unused and in its original saleable condition
- all seals, packaging and labels are intact
- the product has not been damaged after delivery
- the product is not excluded from change-of-mind returns for health, safety or hygiene reasons.
For change-of-mind returns, return postage is the customer’s responsibility unless we agree otherwise.
Original delivery charges are not refundable for change-of-mind returns unless required by law.
Change-of-mind returns are not available for opened vitamins, supplements, powders, liquids, personal care items, clearance items, short-dated products, special-order items, or products that cannot be resold for health, safety or hygiene reasons, unless the product is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law.
6. Products that have been opened or used
For health, safety and hygiene reasons, we generally cannot accept returns of opened or used products for change of mind.
However, this does not limit your rights under the Australian Consumer Law. If a product is faulty, damaged, incorrect, unsafe, not as described, or otherwise fails to meet a consumer guarantee, please contact us so we can assess the issue.
7. Return Reference Number
Before returning any product, please contact us through the contact details provided on this website.
Where a return is required, we will provide return instructions and a Return Reference Number.
When contacting us, please provide:
- your name and contact details
- order number
- product name
- reason for return
- photos or supporting information, where relevant.
Please contact us before returning a product so we can provide the correct instructions. Not obtaining a Return Reference Number does not remove any rights you have under the Australian Consumer Law, but it may delay the processing of your return.
8. Return postage and costs
For change-of-mind returns, the customer is responsible for return postage unless we agree otherwise.
For faulty, damaged or incorrect products, we will handle return postage in accordance with the Australian Consumer Law.
If a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs where required.
Please keep your postage receipt if you are asked to return a product.
9. Refunds
Approved refunds will be processed using the original payment method where practical.
Refund processing times may vary depending on the payment provider, bank or platform used to make the purchase.
Where only part of an order is refunded, any applicable delivery charge will be assessed in accordance with the reason for the return and your rights under the Australian Consumer Law.
10. Manufacturer involvement
Some product issues may need to be assessed with the assistance of the manufacturer, supplier or distributor.
We may ask for information such as the batch number, expiry date, product photos or packaging so the issue can be investigated.
This does not limit your rights against Elite Vitamin Zone under the Australian Consumer Law.
11. Marketplace and other retailer purchases
This Returns Policy applies to products purchased from Elite Vitamin Zone, including purchases made through an EVZ marketplace store where Elite Vitamin Zone is the seller.
If you purchased from Elite Vitamin Zone through eBay, Amazon or another marketplace, please contact us through that marketplace’s order or returns process.
If you purchased the product from a different retailer or seller, please contact the original place of purchase for assistance.
12. Contact us
If you need to request a return, report a damaged item, ask about a faulty product, or discuss an incorrect order, please contact Elite Vitamin Zone by email at info@elitevitaminzone.com.au, by phone on 0478 927 802, or through our Contact Us page.
