We want you to love our products and enjoy your shopping experience at www.uprotein.com.au. If you are unhappy with a UPROTEIN product, please contact us via email within 5 days of receipt.
If you are not satisfied with the quality of a product*, please contact us first via email to register your return. You will need to send the product back with the same packaging and remaining contents* together within 5 days of receipt of purchase to be eligible for a refund of the purchased price minus shipping. If you received free shipping, the applicable postage charge for your zone, will then be deducted from your refund amount if your order value falls below $199. Refund amount is based on your updated order value which is dependent on what you return, keep and product pricing. Purchaser assumes responsibility for return postage and postage condition. In a short statement also tell us why you were unhappy with the product.
Please note the taste or smell of our amino acids products (glutamine, BCAA, creatine, l-carnitine, beta-alanine), soy isolate protein powder, unflavoured 100% Whey Protein Hydro, unflavoured Whey Premium Isolate +XHL, Casein Night Recovery protein powder and clearance products is not considered a quality issue and therefor unable to qualify for any refund. This is simply because these are pure ingredients/blends/products and taste/smell as intended or heavily discounted.
*We will only refund 1 opened bag per product type (regardless of flavour) per order. If you are seeking to trial the flavour of a product, we suggest only buying 1 bag of 2kg first.
Crankt Protein bars also are not eligible for return, refund or credit due to personal preference or taste.
Products advertised as 'clearance' are discounted because of nearing best before dates. Best before dates are published on the website product page in red. Clearance items are unable to qualify for a return, credit or refund. Please consider this before purchasing.
If you have a quality issue, do not open any other bag or you will not quality for a refund for the second item that has been opened. All unopened bags will be refunded. If your order contained free promotional items, these will also need to be returned in unused and unopened condition, otherwise charges may apply.
See Delivery Charges for more information.
Damaged Goods – Online Purchase:
In the event the goods purchased at www.uprotein.com.au are damaged in transit, do not accept delivery and have the courier return the full order to us. If damage was not obvious prior to accepting the goods, please contact us within 24 hours to arrange for the items to be returned. We will request photos as evidence and require the product to be returned in full to our facility for a replacement to be issued at our expense. Please do not destroy, throw out or decant the product into another container. Any claims after this time frame will not be valid. We reserve the right to deny replacement if products are not returned in full.
Free promotional items (protein shakers) may be offered from time to time, however these are not eligible for returns or replacement unless they have been specifically paid for and not offered as a free promotion. You must tell us in writing within 5 days of of the issue. If you require a replacement, we can only issue one with your next order. You must notify us via email at the time of ordering so we can allocate an additional item to your order. If you notify us, and your order has already shipped, we are unable to offer you a replacement product.
Incorrect Products – Online Purchase:
If you make a purchase at www.uprotein.com.au and in error we send the incorrect items, contact us within 48 hours of receiving the goods. We will then issue a Returns Authorisation Number and request you send the incorrect, unopened products back to us. Once the unopened incorrectly sent items have been successfully received back to our warehouse in unopened / undamaged condition we will issue a refund or replacement within 7 days. During our investigation process if we determine your order was picked correctly and you have subsequently opened the product, is not eligible to be refunded.
Incorrect orders/products must be identified BEFORE opening, as they are clearly labelled on pack or label. We will not accept a product that is incorrect AND has been opened, regardless of the reason why. It is the customer responsibility to identify this and notify us before opening.
We reserve the right to deny a replacement or refund if products are opened, consumed or not rectified within 5 days of ordering.
Change of Mind – Online Purchase:
If you change your mind related to a purchase at www.uprotein.com.au, you can return the unopened / undamaged item within 7 days for a refund, less postage and handling costs we incurred (even if you received our free postage offer, you will still forfeit delivery charges, relative to your delivery charge zone). For change of mind returns you will need to contact us within 5 days via phone or email and provide your invoice number. We will then provide a Returns Authorisation Number, and will issue a refund within 7 days of the item being received into our warehouse in unopened / undamaged condition. Limit of One (1) change of mind refund per customer/month. Cost of sending the item back is at the senders expense and risk. Please note it is not possible to cancel an order that has already been dispatched and not delivered. Once the product arrives to your destination, it will need to sent back to our facility first before a cancellation/refund can be issued.
Any opened goods will not be refunded, unless the return is related to an identified and known quality issue. Limit 1 opened bag per product type (regardless of flavour) per order. If your order contained free promotional items, these will also need to be returned in unused and unopened condition to qualify for refund. If your order was part of a discounted Bulk Value Deal, returned products are subject to single unit pricing and will effect your refund amount.
In the event we authourise a refund for your order in part or in full, the value of the refund which is in accordance with our return policy will processed and credited back onto the same credit card that made the original transaction. Please allow 1-2 days to receive your refund. If the credit card is no longer valid, we reserve the right to offer an alternative store credit refund option as we have no facility to credit new/different credit cards.
Please note, unfortunately we dont offer exchanges. We can credit or refund you in accordance with our return policy. From here you can place a new order with your preferred product.
A delivery attempt made to the nominated delivery address but then returned to a collection depo constitutes fulfillment of delivery. If the package is not collected and then returned to us, customer will incur postage cost, and if the order includes free postage, our applicable postage charge will be deducted from the refunded amount plus a return to sender fee (RTS). If you decide to return an item/s and your refund amount is deducted from your original transaction amount falls below our free shipping threshold ($199+*) we will deduct the applicable delivery charge you would normally pay from your refund ($9.90-$19.95 - depending on your zone). If your order contained free promotional items, these will also need to be returned in unused and unopened condition.
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.
Lost or Misplaced Deliveries
In the unlikely event your parcel is lost, we advise you to contact our customer service team (email@example.com) to arrange a full investigation into the whereabouts and status of your order. We will then contact Australia Post and lodge our own investigation to determine the parcel's status. During this investigation (up to 5 days), it may be likely that your parcel is located and sent on it way to your destination. If the parcel is then determined to be lost after our own investigation, we can arrange a solution for you including, replacement, store credit or refund. Orders cannot be cancelled or refunded until your delivery is officially lost after our own investigation with Australia Post as the sender.
Once you have placed your order there is only a small window of opportunity to cancel your order before it is collected by Australia Post. This is because we pick, pack and process orders at speed. Please contact us ASAP if you would like to cancel your order. Once your order has been picked and packed, cancellations are not possible. For a cancellation to be valid, we must confirm this via email. Additionally once orders have left our facility we can not cancel orders during transit. Once your delivery arrives at your destination (as per your order), it can be returned to us for a refund, under our change of mind policy. Orders need to be deemed officially lost by Australia Post AND also Uprotein for replacement or refund. Orders that are delayed in Australia Post's possession can not be cancelled. Unfortunately unforeseen delays can occur due to uncontrollable events. To cancel an order please email us at firstname.lastname@example.org.
Incorrect Delivery Address
In the event you provide us an incorrect delivery address, and a delivery attempt is made to the address you provided, the parcel is automatically returned to us after a period of time by the courier. This constitutes a delivery attempt on our behalf. We are not responsible for any and all address details you provide us with your transaction. Once the parcel returns back to our facility, we will notify via email of the event. The customer is then required to pay the applicable postage charge for their delivery location, plus a return to sender fee of $12 for us to re-deliver this returned package. This is the amount we are charged from the courier to return the delivery to us. In the event you want to cancel your order at this point, we will deduct the original shipping charge (if you received free shipping with your original order, the applicable shipping charge will be calculated plus the return to sender fee ($12) from your refund.
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