Refund and Returns Policy

Overview

Regarding Services:

With services that fail to meet one or more of the consumer guarantees, he/she is entitled to a remedy – for example, a refund, a further service to rectify the problem, and in some circumstances compensation for consequential loss. The service provider must then provide the appropriate remedy.

If the problem is minor and can be fixed, you can choose how to fix the problem.

The consumer cannot cancel and demand a refund immediately. You must have an opportunity to fix the problem. If the repairs take too long, the consumer can get someone else to fix the problem and ask you to pay reasonable costs, or cancel the service and get a refund.

If the problem is major or cannot be fixed, the consumer can choose to:

• terminate the contract for services and obtain a full refund, or
• seek compensation for the difference between the value of the services provided compared to the price paid.

A purchased service has a major problem when it:

• has a problem that would have stopped someone from purchasing the service if they had known about it
• has multiple minor problems that, when taken as a whole, would have stopped someone from buying it if they’d known about them
• is substantially unfit for its common purpose, and can’t easily be fixed within a reasonable time
• does not meet the specific purpose the consumer asked for and can’t easily be fixed within a reasonable time
• creates an unsafe situation.

As per the ACCC 

Consumer obligations

Consumers’ rights are not limitless and the consumer guarantees do not require you to provide a remedy unless one of the guarantees has not been met.

For example, you may not be required to provide a remedy if a consumer:

• simply changes their mind, decide they do not like the purchase or have no use for it
• discovers they can buy the goods or services more cheaply elsewhere
• has damaged the goods by using them in a way that was unreasonable.

Regarding Products:

Our refund and returns policy last 30 days for products edible products like meal replacement bars or shakes. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and still within the use-by date.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Book with obvious signs of use
• CD, DVD, software that has been opened.
• Any item not in its original condition is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery or has expired if perishable.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@theabi.com.au and send your item to: PO Box 293, Double Bay, NSW, 1360.

Shipping Returns

To return your product, you should mail your product to: PO Box 293, Double Bay, NSW, 1360.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at info@theabi.com.au for questions related to refunds and returns.