Returns Policy
Mirrabooka Protein may accept returns or exchanges of product purchased directly from mirrabookaprotein.com through the Site only when all of the following conditions are satisfied:
- Firstly, you contact us by email for approval before returning your Mirrabooka (orders@mirrabookaprotein.com). Please provide your name, order number and reason for requesting a return.
- The return must be shipped (posted) back to Mirrabooka in less than 48 hours after it was delivered by Australia Post; no returns will be accepted after this time period. We will provide you with the return address.
- The product must be unopened, with the seal unbroken, in "new" & resalable condition, in the original packaging.
- The product was purchased through mirrabookaprotein.com and you provide a valid customer order number.
Under no circumstances will a return be accepted if the tamper evident seal has been broken. You must not break the tamper evident seal or remove any of the contents.
You are responsible for return shipping costs, and if we approve your return request, you will receive a credit only on the product costs. Shipping costs (including Express Shipping) are non-refundable.
Returns Policy Terms & Conditions
By requesting a return, you agree to the following terms and conditions:
The return must be shipped (posted) back to Mirrabooka in less than 48 hours after it was delivered by Australia Post, after first contacting us by email. No returns will be accepted after this time period.
The product must be unopened, with the seal unbroken, in "new" & resalable condition, in the original packaging.
Under no circumstances will a return be accepted if the tamper evident seal has been broken, or if the product or outer packaging has been tampered with in any way. You must not break the tamper evident seal or remove any of the contents.
All returned items will be inspected by our warehouse team.
Mirrabooka Protein reserves the right to refuse returns that do not comply with these conditions.
In such cases, you will be contacted, and any refused items will be sent back to you at your expense, or disposed of.
By proceeding with a return through any method, you acknowledge and accept these terms and conditions.
If you have any questions or concerns, reach out to us at orders @ mirabookaprotein.com
Returns Timeframes
We assess all returns when we receive them. Please allow up to 5 business days after your return has been delivered for us to assess and contact you via email with the next steps.
Incorrect Item Delivered
If you believe the product you received is incorrect, please contact us at orders@mirrabookaprotein.com with your order number and photos of the product you received and the outer packaging.
Damaged In Transit
On rare occasions shipments can be damaged in transit. If your order was damaged in transit, please contact us immediately by email at orders@mirrabookaprotein.com.
Please provide your order number and multiple photos showing the damaged parcel as you received it. Our team will assess the damage based on your images and provide a resolution. Our team has the right to refuse where a parcel/order has been tampered with.
In the event our team determines a replacement order to be sent, the damaged pouch and full contents must be returned to Mirrabooka.
Exchanges
If you ordered the wrong flavour by mistake, you may return it for an exchange, provided it meets the conditions of this returns policy.
Refunds
If you want to cancel an order, you may contact us to request a return for a refund.
Provided it meets the conditions of this returns policy, a refund will be issued.
Refunds will be processed back to the original payment method used on your order. Once your refund has been processed, it can take up to 5 business days for the funds to appear in your account, depending on your bank.
Lost or Stolen Deliveries
Mirrabooka is not responsible, and will not provide a refund or replacement, for parcels lost or stolen after Australia Post has successfully delivered them.
It is your responsibility to provide the correct delivery address, where your order can be delivered safely by AusPost, and you can receive it.
It is your responsibility for tracking your delivery through the tracking link provided in your shipping confirmation email, sent to the email you provided.
If you can't find your order at your address, contact Australia Post and request their proof of delivery.
Consumer Guarantees
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from Mirrabooka Protein. If you believe an item is faulty, not of acceptable quality, or does not match the description provided, you may be entitled to a remedy under the Australian Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.