RETURN & REFUND POLICY

We take great care in formulating and fulfilling our products. If something isn’t right, we want to make it right — clearly, fairly, and promptly.

This policy applies to all supplement products sold through The Coollective Supplements (“Store”). Please read it carefully before placing your order. By completing a purchase, you agree to the terms set out below.

Because our products are ingestible and health-related, we apply strict handling standards that affect return eligibility. This policy is designed to protect both your health and the integrity of our products

1. Return Eligibility

1.1 Eligible Returns

We accept returns and issue refunds or replacements in the following circumstances:

The product arrived physically damaged or visibly defective (e.g. broken seal, damaged packaging, compromised integrity)
You received an incorrect item that does not match your order
The product was expired at the time of delivery
The product was lost in transit and not received within the expected delivery window

1.2 Non-Eligible Returns

We are unable to accept returns in the following circumstances:

Change of mind after purchase
Products that have been opened, partially used, or tampered with (unless defective)
Adverse reactions or intolerance — please see Section 4 for how we handle these situations
Failure to follow the recommended protocol or dosage instructions
Orders placed in error (wrong product, quantity, or address provided by the customer)

2. Return & Refund Timeframes

All return or refund requests must be submitted within the following timeframes:

30 days from the date of deliveryDamaged, defective, or incorrect products:
14 days from the date of deliveryExpired product at delivery:
21 days from the expected delivery date (as stated at checkout)Lost in transit:
14 days from the date of purchaseUnopened items in a bundle (partial return):

Requests submitted outside these timeframes will not be eligible for review. We recommend inspecting your order promptly upon arrival.

3. How to Submit a Return or Refund Request

To initiate a request, contact us at support@thecollectivesupplementco.com with the subject line: “Return Request – [Order Number]”.

Please include the following in your email:

Your full name and email address used at checkout
Your order number
A clear description of the issue
Photographic evidence of the damaged, defective, or incorrect product (required)
Batch number and expiry date printed on the product label (where relevant)

We will acknowledge your request within 2 business days and aim to resolve all eligible claims within 7 business days of receiving all required information.

Do not return any product without written confirmation from our team. Unsolicited returns will not be processed and we cannot guarantee they will be received or refunded.

4. Adverse Reactions & Health Concerns

We formulate our products carefully and to high standards. However, individual responses to supplements vary. If you experience an unexpected or concerning reaction:

Discontinue use immediately
Seek medical attention if the reaction is severe
Contact us at support@thecollectivesupplementco.com with a description of symptoms, the product name, batch number, and the date the reaction occurred

We review adverse reaction reports on a case-by-case basis. Refund eligibility in these situations will depend on the nature of the reaction, the evidence provided, and whether the product was used as directed.

We may request a brief consultation to better understand the situation and ensure our protocols are appropriate for your individual needs. Our primary concern is always your health outcomes.

5. Bundles & Protocol Packages

Protocol packages and bundles are sold as a unit. If you wish to return part of a bundle:

Only completely unopened products within the bundle may be considered for a partial refund
The refund amount will reflect the retail value of the unopened item(s) only, minus any bundle discount applied at the time of purchase
Requests must be submitted within 14 days of the original purchase date

Personalised protocol packages that have been partially commenced are not eligible for return, as they are tailored to individual client requirements.

6. Refund Method & Processing

Approved refunds will be processed as follows:

Refunds are issued to the original payment method used at checkout
Processing time is typically 5–10 business days, depending on your bank or payment provider
We do not issue cash refunds
Store credit may be offered as an alternative where appropriate

We will notify you via email once your refund has been processed. If you do not receive it within the stated timeframe, please check with your financial institution before contacting us.

7. Shipping Costs

If the return is due to our error (damaged, defective, or incorrect product), we will cover the cost of return shipping or arrange collection where applicable
If the return is for any other eligible reason, return shipping costs are the responsibility of the customer
We recommend using a trackable shipping service — we cannot accept responsibility for items lost in return transit
Original shipping charges are non-refundable unless the order was not received

8. International Orders

We ship globally and apply this policy uniformly. However, please be aware of the following:

International customers are responsible for understanding and complying with their country’s import regulations for dietary supplements
We are not liable for orders delayed, seized, or rejected by customs
Import duties, taxes, or customs fees are non-refundable and are the responsibility of the customer

If a parcel is returned to us by customs, we will contact you to arrange re-shipment at the customer’s cost, or issue a refund for the product value only (excluding original shipping)

8.1 Failed Delivery & Incorrect Address

It is your responsibility to provide a complete and accurate delivery address at checkout. Some international orders may also require a signature upon delivery. Please be aware of the following:

Incorrect address: If an order is returned to us because an incorrect or incomplete address was provided at checkout, re-shipment is available at the customer’s cost. We are not responsible for delays or losses arising from address errors.

Signature-required deliveries: Certain international shipments require a signature upon receipt. Where a signature is required, the carrier will make up to three (3) delivery attempts. If no signature is obtained after three attempts, the parcel will be returned to sender.

Re-shipment charges: In both cases — incorrect address or missed signature delivery — the customer is responsible for the full cost of re-shipment. Once we receive the returned parcel and confirm it is sealed and undamaged, we will contact you to arrange re-shipment or, if preferred, issue a refund for the product value only (excluding all shipping charges).

9. Australian Consumer Law

For customers in Australia, this policy is subject to the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Nothing in this policy limits or excludes any rights you have under applicable consumer protection legislation.

10. Policy Amendments

We reserve the right to update this policy at any time. Changes will be posted to https://thecollectivesupplementco.com/ with an updated effective date. Purchases made prior to a policy update remain governed by the policy in place at the time of purchase.

11. Contact Us

For all return, refund, or product-related enquiries:

Email: support@thecollectivesupplementco.com
Response time: Within 2 business days
Business hours: Monday–Friday, AEST

Quick Reference Summary

Use the table below as a fast-reference guide to common return scenarios.

Scenario	Eligible?	Timeframe	Resolution
Damaged/defective product	Yes	30 days of delivery	Refund or replacement
Wrong item received	Yes	30 days of delivery	Refund or replacement
Adverse reaction (documented)	Case by case	Within protocol period	Partial or full refund
Change of mind	No	N/A	Not eligible
Bundle / protocol package (unused)	Partial only	14 days of purchase	Unopened items only
Expired product at delivery	Yes	14 days of delivery	Full refund or replacement