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Refund & Returns Policy

At Suppcity.com.au, we are dedicated to ensuring your complete satisfaction with every purchase. This comprehensive Refund & Returns Policy outlines the procedures for returning items, including specific provisions for supplements, and your rights under the Australian Consumer Law (ACL). This policy applies exclusively to products purchased directly from Suppcity and fulfilled by us. Our goal is to make the return process straightforward, transparent, and aligned with industry standards and regulatory requirements.

1. Introduction

We strive to provide high-quality supplements and related products to support your health and fitness goals. If you are not satisfied with your purchase, we offer options for returns under various circumstances, including faulty items, change of mind, and expired or damaged goods. This policy is designed to comply with the Australian Consumer Law (ACL) and reflects best practices for customer satisfaction.

2. Expired or Damaged Goods

If you receive supplements that are expired, damaged, or not as described, we will provide a full refund or replacement, including any shipping costs. Please contact us within 7 days of delivery to report the issue. To process such returns, visit our Returning Faulty Items page for detailed instructions.

  • Expired Goods: Provide proof of purchase and photos of the expiration date.
  • Damaged Goods: Include photos of the product and packaging to verify the condition upon delivery.

We will cover all return shipping costs and ensure a prompt resolution.

3. Faulty or Incorrect Items

If you receive a faulty product or an incorrect item, you are entitled to a remedy under the ACL, which may include a repair, replacement, or refund. Faulty items include those that are defective, not of acceptable quality, or do not match their description. Please follow the steps on our Returning Faulty Items page to initiate the process.

  • Reporting: Contact us within 7 days of delivery at [email protected] with your order number and details of the issue.
  • Documentation: Provide proof of purchase and photos of the product and packaging.
  • Resolution: We will arrange a replacement, repair, or refund based on the circumstances.

We cover all associated costs, including return shipping, for faulty or incorrect items.

4. Change of Mind Returns

We understand that you may occasionally change your mind about a purchase. You can return most unopened, unused items within 30 days of delivery for a full refund, including original shipping costs. We provide a free prepaid return label to make the process hassle-free.

To initiate a return, contact our support team at [email protected] with your order details.

Eligibility Conditions

  • Items must be unopened, unused, and in their original condition.
  • Factory seals on supplements must remain intact to comply with health and safety regulations.
  • Include all original packaging, manuals, accessories, and any promotional items received.
  • Items must be returned within the 30-day return window from the date of delivery.
  • We may refuse returns that show signs of use, tampering, or damage not reported at delivery.

5. How to Initiate a Return

To ensure a smooth return process, follow these steps:

  1. Contact Us: Email our support team at [email protected] with your order number and the reason for the return.
  2. Provide Details:
    • For change of mind returns, confirm the item meets the eligibility conditions.
    • For faulty or damaged items, include photos of the product and packaging.
  3. Receive Approval: We will review your request and send a prepaid return label if approved.
  4. Ship the Item: Pack the item securely and use the provided return label to ship it back.
  5. Refund Processing: Once we receive and inspect the return, we will process your refund within 5-7 business days.

6. Return Shipping Process

We aim to make returns as convenient as possible:

  • Faulty, Expired, or Damaged Goods: We cover all return shipping costs and provide a prepaid return label.
  • Change of Mind Returns: We provide a free prepaid return label upon approval of your return request.
  • Inspection and Refund: Once the return is received and inspected at our warehouse, we will process your refund within 5-7 business days. Refunds are issued to the original payment method.

No hidden fees or deductions apply for approved returns.

7. Refund Processing Timeline

The refund process is designed to be efficient:

  • Inspection: Upon receiving your return, we will inspect the item(s) and notify you via email about the approval or rejection of your refund.
  • Processing: Approved refunds are processed within 5-7 business days.
  • Payment Reflection: Depending on your payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

8. Category-Specific Guidelines

Different product categories have specific return considerations due to their nature and regulatory requirements.

Supplements & Nutrition

Due to health and safety regulations, opened or partially used supplements are not eligible for change of mind returns. Unopened, sealed supplements can be returned within 30 days for a full refund. For faulty or expired supplements, refer to Sections 2 and 3.

Vitamins & Powders

Unopened vitamin bottles and powder containers with intact seals are eligible for return. For hygiene reasons, scoops or measuring tools included in the packaging must remain unused and included in the return.

Protein Bars & Snacks

Protein bars and snacks can be returned only if the individual packaging is unopened and the product is within its expiration date. Entire boxes must be returned with all units intact.

Fitness Accessories

Items such as shaker bottles, resistance bands, or yoga mats may be returned if unused and in their original packaging. For hygiene reasons, items showing signs of use (e.g., water residue in shakers or sweat marks on mats) will not be accepted.

Electronics (e.g., Smart Scales, Fitness Trackers)

Electronics must be unused, unregistered, and returned in their original condition with all accessories. No restocking fees apply. Ensure all personal data is erased before returning (see Section 10).

Non-Returnable Items

  • Opened or partially used supplements, vitamins, or consumables.
  • Perishable goods (e.g., pre-made shakes or refrigerated products).
  • Gift cards, vouchers, or digital subscriptions.
  • Hazardous materials (e.g., certain chemical-based supplements).

For faulty or damaged non-returnable items, refer to our Returning Faulty Items guide.

9. Allergen and Mislabeling Concerns

If you receive a product with incorrect labeling (e.g., missing allergen warnings) or suspect a quality issue, please contact us immediately at [email protected]. We will arrange a full refund or replacement and cover all associated costs. Please do not consume the product and provide photos of the labeling for verification.

10. Handling Data on Returned Electronics

Before returning electronics such as fitness trackers or smart scales, please ensure:

  • All personal data is erased from the device.
  • You are logged out of any associated apps or accounts.
  • The device is reset to factory settings, if applicable.

Suppcity is not responsible for any personal data left on returned devices.

11. International Orders

Change of mind returns are currently only available for orders delivered within Australia due to logistical and regulatory constraints. International customers may contact us at [email protected] to discuss options for faulty or expired goods, subject to ACL compliance.

12. Bulk or Subscription Orders

For bulk purchases or subscription orders:

  • Returns are subject to the same conditions as individual items.
  • Partial returns of subscription boxes are not accepted unless the entire box is unopened and unused.
  • To cancel a subscription, please contact us before the next billing cycle.

13. Compliance with Australian Regulations

Our refund policy is designed to comply with the following regulations:

  • Australian Consumer Law (ACL): Guarantees that goods are of acceptable quality, fit for purpose, and match their description. If these guarantees are not met, you are entitled to a remedy, such as a refund, replacement, or repair.
  • Therapeutic Goods Administration (TGA): Regulates supplements for safety, quality, and accurate labeling. If a supplement is mislabeled or defective, it may be returned under consumer protections.

14. Contact Us

If you have any questions about our Refund & Returns Policy or need assistance with a return, our team is here to help:

  • Email: [email protected]
  • Response Time: We aim to respond to all inquiries within 24-48 hours.

15. Summary Table of Return Conditions

Return Type Timeframe Condition Return Shipping Refund Processing
Faulty Items Within 7 days of delivery Defective, not as described Free (prepaid label) 5-7 business days
Expired/Damaged Goods Within 7 days of delivery Expired or damaged upon receipt Free (prepaid label) 5-7 business days
Change of Mind Within 30 days of delivery Unopened, unused, original condition Free (prepaid label) 5-7 business days
International Orders Case-by-case (faulty/expired only) Subject to ACL Determined case-by-case 5-7 business days

This policy ensures that customers are fully informed of their rights and the processes involved in returning products, while also protecting Suppcity from undue returns. We are committed to providing exceptional customer service and resolving any issues promptly.


If you have any questions, please contact us at:

ABN: 28 069 966 859

Email: [email protected]

Address: 31 Indura Dr, Werribee Victoria 3030, Australia


Business Hours:

Monday – Friday: 8:00 AM – 6:00 PM (AEST)

Saturday – Sunday: 10:00 AM – 4:00 PM (AEST)

Response Time: We aim to respond within 1 business day.