Returns

RETURNS POLICY

Mirrabooka Protein may accept returns of product purchased directly from mirrabookaprotein.com through the Site only when all of the following conditions are satisfied:

  • You must first request a return from Mirrabooka Protein by emailing orders@mirrabookaprotein.com. Please provide your name, order number and reason for requesting a return.
  • The return must be shipped (dispatched) back to Mirrabooka Protein within 48 hours of Australia Post delivery time; no returns will be accepted after this time period. 
  • You must return the product in "new" condition; the same resalable and unopened condition as it was purchased.
  • 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.

If you need to make a return, please email us with your return request to orders@mirrabookaprotein.com ASAP before sending the product back. Please state your name, phone number, order number, the reason for the request and if the product is in "new" condition. 

Returns must be shipped back to our warehouse within 48 hours of the Australia Post delivery time. Shipped means dispatched. This is the date and time you received delivery from Australia Post. If you do not return the item within this time the return authorisation will be cancelled. You are responsible for all costs of shipping the item back to us, and if we approve your return request, you will receive a credit only on the product costs. All shipping costs are non-refundable.

Items must be returned in “new” condition: This includes all original, unopened, unmarked and undamaged packaging. Under no circumstances will a return be accepted if the tamper evident seal has been broken. You must not break the tamper evident seal. Missing and damaged items will not be accepted. Whilst we understand that you can change your mind and return your unwanted products, we must be able to resell your item as brand new. This is a fair and reasonable policy.

Returned items conditions:

All returned items will be inspected by our warehouse team.

Mirrabooka Protein has the right to refuse returned goods if any of the items are not in new condition (see above term). Items where the tamper evident seal has been broken will be refused.

If a product is deemed unfit for return, Mirrabooka Protein will notify the customer the return has been rejected. The customer then has the following options:

  • We can ship the item/s back at your own cost; or
  • We recycle the item/s. By recycle, we mean dispose of.

You have 7 days to notify Mirrabooka Protein about your preferred option. If we do not receive a response within this period your item will be disposed of.

Any reimbursements will be made to the payment method used for the original purchase. Please allow up to 10 days for completion of this process.

PRODUCT DAMAGED IN TRANSIT

Despite every effort to safely ship and deliver your order, we understand that on rare occasions products can be damaged in transit. If your order was damaged in delivery, please contact us immediately by email at hello@mirrabookaprotein.com and we will assist you.

Please send photos of the damaged product in the condition you received it.

Do not open the damaged product. Under no circumstances will a return be accepted if the tamper evident seal has been broken. You must not break the tamper evident seal.

If you receive a jar that has been damaged in transit, and you open the tamper evident seal, we can not provide a replacement.

LOST OR STOLEN DELIVERIES

It is your responsibility to provide a delivery address where your order can be delivered safely and successfully to you by Australia Post.

Australia Post provides updates and notifications about the stage and timing of your delivery by both email and text message.

It is your responsibility for tracking your delivery by the email and text notifications provided by Australia Post. When placing your order you have the option to provide both a valid email address and mobile phone number so that you will receive tracking notifications and updates from Australia Post. 

Mirrabooka Protein is not responsible for lost or stolen product once Australia Post has delivered it to your delivery address. 

If your order was stolen from your shipping address after successful delivery, you can contact Australia Post to open an investigation (only you can do this). Mail fraud is a criminal offence in Australia and AusPost takes it very seriously.

We do not provide refunds for lost or stolen items once they have been successfully delivered by Australia Post.

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 or New Zealand Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.

Mirrabooka Protein reserves the right to update this Returns Policy at any time.