Returns Policy
Because Mirrabooka is a consumable food product, we must follow strict hygiene and safety standards. As such, returns or exchanges are only accepted under the following conditions:
1. Return Eligibility
To be eligible for a return or exchange:
- You must contact us within 48 hours of delivery.
- The product must be unopened, with the tamper-evident seal fully intact.
- The item must be in its original packaging, in new and resalable condition.
- The order must have been purchased directly from mirrabookaprotein.com.
- You must provide your order number and reason for the return.
2. How to Request a Return
Email us at orders@mirrabookaprotein.com with:
- Your full name
- Order number
- Reason for return
If your return is approved, we will send you return shipping details.
3. Important Notes
- No returns are accepted after 48 hours from delivery.
- Opened or used products cannot be returned under any circumstances.
- Return shipping is at your cost.
- We do not refund any shipping charges, including Express Shipping.
4. Refund or Exchange
Once we receive and inspect your return, we’ll notify you if it’s approved. If accepted, we’ll issue either:
- A refund to your original payment method, or
- An exchange for a replacement product
The choice will be based on product availability and your preference.
More About Returns & Order Issues
Order Cancellations & Changes
If you need to cancel or change your order, please email us at orders@mirrabookaprotein.com as soon as possible.
We can only make changes or cancellations if your order has not yet shipped (i.e. you have not received your shipping confirmation email with a tracking link).
Once your order has shipped, it cannot be changed or cancelled—you will need to follow our standard returns process.
Lost or Stolen Deliveries
We are not responsible for parcels that are lost or stolen after Australia Post confirms delivery. It is your responsibility to:
- Provide a secure delivery address
- Use the tracking link from your shipping confirmation email
- Follow up with Australia Post for proof of delivery or investigation
We do not issue refunds or replacements for orders marked as 'delivered' by Australia Post unless it can be proven otherwise.
Damaged In Transit
If your parcel arrives damaged, contact us immediately at orders@mirrabookaprotein.com and include:
- Your order number
- Photos of the damaged outer packaging
- Photos of the damaged product (multiple angles if possible)
Our team will assess the damage and determine if a replacement is required. If approved, the damaged item must be returned to us before a replacement is shipped.
Incorrect Item Delivered
If you received the wrong item, please email orders@mirrabookaprotein.com within 48 hours of delivery. Include:
- Your order number
- Clear photos of the product received
- Photo of the outer packaging
We’ll investigate and provide a resolution quickly.
Returns Policy Terms & Conditions
By requesting a return, you agree to the following terms and conditions:
- Returns must be initiated by email and shipped back to us within 48 hours of delivery by Australia Post.
- Products must be unopened, with tamper-evident seals intact, in new, resalable condition.
- Items that have been opened, damaged, or show signs of tampering cannot be accepted.
- All returned items are inspected by our warehouse team. Non-compliant returns may be rejected and returned to you at your expense or disposed of.
- By submitting a return, you accept these terms and confirm your product was purchased via mirrabookaprotein.com.
Contact us at orders@mirrabookaprotein.com to request a return.
Returns Timeframes
We assess all returns upon arrival. Please allow up to 5 business days after delivery for our team to inspect the item and confirm next steps via email.
Exchanges
If you ordered the wrong flavour by mistake, you may request an exchange—provided the item meets all return conditions (unopened, sealed, resalable, within 48 hours).
Refunds
Refunds are issued once your return is approved and the product is inspected. Refunds are made to the original payment method.
Please allow up to 5 business days after refund approval for the funds to appear in your account, depending on your bank.
Returns for Subscription Orders
Subscription orders are subject to the same return conditions as one-time purchases.
To be eligible for a return, the product must be unopened, with the seal intact, and you must email us within 48 hours of delivery.
We cannot cancel or refund a subscription order once it has been billed and shipped. Please manage your subscription via your account to pause or cancel future deliveries.
Need help with your subscription? Email us at support@mirrabookaprotein.com.
Consumer Guarantees
As an Australian consumer, you are entitled to statutory consumer guarantees under the Australian Consumer Law. If a product is faulty, not of acceptable quality, or doesn’t match the description, you may be eligible for a remedy.
These guarantees do not apply if the product was damaged due to misuse, abnormal use, or if safety seals have been broken after delivery.