RETURNS

QUALITY GUARANTEE & RETURNS

 

At Uprotein, we’re committed to delivering premium products and a positive shopping experience.

 

Please read the policy below carefully, as it outlines how returns, refunds, replacements and order changes are handled.

 

Nothing on this website alters or purports to alter, any rights you may have under the Australian Consumer Law.

 

CHANGE OF MIND – OPENED PRODUCT

 

If you are unsatisfied with a Uprotein product, please contact us via email within 7 days of receiving your order to register a return request.

 

Please do not destroy, discard, decant, consume, or open additional products while your return request is being assessed.

 

To be eligible for a change of mind return for an opened Uprotein product:

 

• Product must be returned within 7 days of receipt.
• Product must be returned in original packaging with remaining contents.
• Refund applies to product value only (excluding shipping costs).
• Limited to one (1) opened pack per product type (regardless of flavour) per order, plus any unopened packs.
• Any additional opened packs are not eligible for refund.
• We do not offer exchanges or swaps, refunds only.
• See below for refund amounts and calculations.

 

The purchaser assumes responsibility for return shipping costs. A short explanation of why the product did not meet expectations is required.

 

If you wish to trial a flavour, we strongly recommend purchasing one pack only, rather than multiple flavours, to avoid disappointment.

 

Products listed as Clearance are discounted due to short dated best before periods, which are clearly displayed on product pages.

 

Clearance items are not eligible for change of mind returns, credit or refunds, unless products are damaged, faulty or have a confirmed quality issue.

 

Crankt Protein & Energy Bars are not eligible for change of mind returns, credit or refunds, unless products are damaged, faulty or have a confirmed quality issue.

 

CHANGE OF MIND - UNOPENED PRODUCTS

 

You may return any unopened and undamaged products within 7 days of receipt for a refund, excluding shipping fees.

 

• Contact must be made within 7 days of delivery with your invoice number.
• Return instructions including address will be provided.
• See below for refund amounts and calculations.

 

Return shipping is at the sender’s expense and risk.

 

REFUND AMOUNTS

 

Refund values are calculated based on your updated retained order value and may be adjusted for:

 

• Multibuy discounted pricing: Returned and retained items revert to applicable unit pricing (1, 2, 3 or 4 unit tiers).
• Minimum spend discount codes: If your retained item order value fall below qualifying spend thresholds, the discount will be removed.
• Free shipping offers: If retained order value falls below $230, applicable shipping charges will be deducted from the refund based on delivery zone.
• If your purchase contained free promotional items, these may need to be returned in unused and unopened condition.
• Refunds are processed within 3 business days of warehouse receipt.
• If the original payment method is no longer valid, we reserve the right to issue a store credit.

 

QUALITY CONCERNS

 

If you opened a product and feel there is a problem with product quality, then please contact us using the contact form to start your enquiry.

 

This is essential for our quality team to investigate.

 

• Please provide product name, flavour and batch date (BN) code printed on the packaging.
• Do not dispose, remove or consume the product as we may require further details including its return.
• Do not open any additional packs.
• Please take any supporting images as we may need them to complete our investigation.

 

Once reviewed, our dedicated quality team can complete their investigation to determine the quality concern and identify the problem. If and once confirmed, we can provide you a replacement including shipping costs or refund.

 

DAMAGED GOODS

 

If your order arrives damaged, we do apologise.

 

• If damage is visible, do not accept delivery.
• If damage becomes evident after acceptance, contact us as soon as possible.
• Do not discard, destroy, or decant products, as we require retrieval of damaged goods.

 

We do require photographic evidence of any damage. In addition, we do require full return of all affected products at our expense. From here we can offer you replacement for damaged product or offer you a refund or store credit.

 

INCORRECT PRODUCTS

 

If incorrect items are sent, please contact us as soon as possible on our contact form so we may investigate.

 

• Please do not open, consume or throw out incorrectly received products.
• All incorrectly sent items will need to be returned at our cost in unopened condition.

We will arrange return of incorrect unopended items and send the correct product to you at our cost.

 

If our investigation confirms the order was correctly picked and products have been opened, refunds or replacements will not apply.

 

PROMOTION CODES

 

Promotion and discount codes:

 

• Must be applied at checkout.
• Cannot be applied retroactively.
• Cannot be modified, cancelled or refunded once the transaction is complete.

 

Please contact us before ordering if you have any questions regarding code eligibility.

 

DELIVERY CHARGES & RETURNED PARCELS

 

A delivery attempt to the nominated address supplied that results in depot collection constitutes successful delivery.

If a parcel is not collected and returned to us:

 

• Original shipping costs will apply
• A $13 return to sender fee will be deducted (Australia Post fee)
• If free shipping was applied, the applicable zone based shipping fee will also be deducted

 

This does not apply where Uprotein is responsible for failure to deliver, where the incorrect item is delivered or is faulty.

 

LOST OR MISPLACED DELIVERIES

 

If your parcel appears lost or delayed:

 

• Contact Australia Post to initiate an investigation using your tracking details from you order confirmation email.
• If your parcel has not arrived after 5 business days of the estimated delivery time, contact us to initiate an investigation with Australia Post.
• We will lodge a formal enquiry with Australia Post (up to 5 business days)

 

If the parcel is confirmed lost with Australia Post, we will offer replacement, store credit, or refund.

 

Orders cannot be refunded or cancelled while Australia Post delivery investigations are in progress.

 

ORDER CANCELLATIONS

 

Orders are processed rapidly and may only be cancelled within a very short window after purchase. Please contact us ASAP if you would like cancel, however we are not able to guarantee this.

 

Once orders are picked, packed, or dispatched, cancellation is no longer possible.

 

• Cancellations incur a 2% transaction fee to cover transaction costs only
• Shipping charges incurred will be deducted from refunds
• Orders in transit cannot be cancelled

 

INCORRECT DELIVERY ADDRESS

 

If an incorrect delivery address is supplied with your order, the parcel will be returned to our facility after the delivery attempt fails from Australia Post.

 

For re-delivery options customers are responsbile for:

 

• Original shipping charges
• $13 return to sender fee
• Re-delivery shipping costs

 

If cancellation is requested at this point, applicable original shipping charges will be deducted from the refund that we incurred including orders that received free shipping.

 

We are not responsible for any and all address details you provide us with your transaction.

 

Our returns policy has been developed to make shopping with us easy, fair and enjoyable. We are committed to customer satisfaction and very proud of our product quality.

 

To ensure we continue to offer great products and customer service we reserve the right to make changes to our returns policy, shipping partners and terms and conditions from time to time and without notice.