30-days returns
We want you to love the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked.

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.

In order to lodge a return request, please contact us via info.alphalipidtruecolostrum@gmail.com with your name, order number and our friendly customer care team will arrange the return for you.

Items returned must be in ‘as-new’ condition. This means you have not used, damaged any of the items. Please return items secured in their original packaging. If you cannot return an item ‘as new’ in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.

Non-returnable items excluded from all change of mind returns include all forms of clearance stock and items which will be marked at the time of selling on our website.

Within 5 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit.

Store credit voucher codes will be valid for one (1) year from the date of issue.

We will also accept returns delivered in person to our warehouse facilities.

To arrange a return, please go to our Returns Centre or contact us for assistance.

Damaged in transit
Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

• Offer a partial or full store credit voucher or refund
• Replace the product (subject to availability)
• Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims
We warrants all goods to be of acceptable quality for the purpose for which they are made. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

• Replace the product (subject to availability)
• Offer you an alternative product
• Offer a partial or full store credit voucher or refund

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 the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

Damage arising from abnormal use or abuse
Damage occuring during your own handling and transportation of goods.

Cancellations
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.

Exchange
Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

Your consumer rights
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to misuse or failure to use.