Refund policy
Because Mirrabooka is a consumable food product, return requests must be made within 48 hours of delivery. To be eligible for return, the product must be unopened, with the tamper-evident seal intact, and in its original, resalable condition.
To request a return, email orders@mirrabookaprotein.com with your order number. If your return is approved, we will provide return instructions. Eligible returns may be refunded or exchanged once the item has been received and assessed. Original shipping costs are non-refundable.
Order Cancellations and Changes
If you need to cancel or change your order, contact us as soon as possible at orders@mirrabookaprotein.com.
We can only make changes or cancellations before your order has shipped. Once you have received a shipping confirmation email with tracking details, the order cannot be changed or cancelled and will instead be subject to this policy.
Return Conditions
- Return requests must be submitted within 48 hours of delivery.
- If approved, items must be returned promptly in accordance with the return instructions provided.
- Products must be unopened, with tamper-evident seals intact, and in new, resalable condition.
- Opened products, damaged items, or items showing signs of tampering are not eligible for return.
- All returned items are inspected upon arrival.
- Return shipping costs are the responsibility of the customer unless the return is due to a fault, an error on our part, or is otherwise required under Australian Consumer Law.
- Non-compliant returns may be rejected and either returned to you at your expense or disposed of.
- This policy applies to products purchased directly from mirrabookaprotein.com.
Damaged or Incorrect Orders
If your order arrives damaged, or if you receive the wrong item, contact orders@mirrabookaprotein.com within 48 hours of delivery.
Please include your order number and clear photos of the issue, including the product and outer packaging. We will assess the issue and provide an appropriate resolution. Where required, the affected item may need to be returned before a replacement or refund is issued.
Exchanges
If you ordered the wrong flavour, you may request an exchange provided the item meets all return conditions, including being unopened, sealed, resalable, and reported within 48 hours of delivery.
Refunds
Refunds are only issued once an approved return has been received and inspected. Refunds are processed back 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 payment provider or bank.
Assessment Timeframes
Please allow up to 5 business days from the time your returned item is delivered back to us for inspection and confirmation of the outcome by email.
Delivered Orders
Once an order has been marked as delivered by Australia Post to the address provided at checkout, responsibility for the parcel transfers to the customer.
We do not issue refunds or replacements for orders confirmed as delivered, unless it can be demonstrated that the delivery was not completed correctly or the item is faulty, in accordance with Australian Consumer Law.
Delivery conditions, including address accuracy and accessibility, are outlined in our Shipping Policy.
Consumer Guarantees
Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law. If a product is faulty, not of acceptable quality, or does not match its description, you may be entitled to a remedy.
Consumer guarantees do not apply where the product has been damaged through misuse, abnormal use, or where safety seals have been broken after delivery and the issue is not due to a fault.
Contact
For all return and refund enquiries, contact orders@mirrabookaprotein.com.
Mirrabooka Protein reserves the right to update this policy at any time.