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 7 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. 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), egg white protein powder, unflavoured 100% Whey Hydro, unflavoured Whey Premium Isolate +XHL and Casein Night Recovery protein powder is not considered a quality issue and therefor unable to qualify for any refund.
*We will also only refund 1 opened bag per product type (regardless of flavour) per order. 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. 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 may request photos as evidence. Any claims after this time frame not not valid.
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 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. Incorrect orders/products must be identified before opening. 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 5 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.
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.
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 ($150*) 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.
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 $10 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) plus the return to sender fee ($10) from your refund.
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