Refund policy

Universal Supplements Returns & Exchange Policy

Our returns policy is designed to give you peace of mind while fully complying with the Australian Consumer Law (ACL).

1. Faulty, Damaged, or Incorrect Items (Consumer Guarantees)

If a product you purchase from us has a major failure (e.g., it is damaged, defective, expired, falsely described, or unsafe), you are legally entitled to your choice of a replacement or full refund. 
  • No Time Limit Constraints: The 30-day limit does not apply to faulty goods. You have a right to a remedy within a reasonable period. 
  • Opened Products: If a supplement is defective (e.g., rancid, contaminated, or causes an unexpected severe adverse reaction), it does not need to be unopened or sealed for a return to be assessed.
  • Sale Items: Consumer guarantees apply to all sale, clearance, and discounted items. 
  • Return Shipping: If an item is confirmed faulty, we will cover the return shipping costs or reimburse you for reasonable delivery charges.
If you receive a damaged, defective, or incorrect item, please contact us immediately at hello@universalsupplements.com.au or visit us in-store so we can resolve the issue promptly.

2. Change of Mind Returns

We want you to be satisfied with your purchase. If you change your mind, we offer an exchange or store credit within a 30-day return window from the date you receive your item, provided the following strict conditions are met:
  • Condition: The item must be completely unopened, unused, with all original tags, and safety seals unbroken.
  • Packaging: The product must be in its original, undamaged retail packaging.
  • Exclusions: For health and hygiene reasons, we cannot accept change-of-mind returns on gift cards, personalized/custom orders, or highly perishable goods.
  • Sale Items: We do not accept change-of-mind returns on clearance or sale items.
  • Proof of Purchase: A receipt or valid proof of purchase is required for all returns.
Note: Change of mind returns are processed as a store credit or exchange. Cash or credit card refunds for change of mind are issued solely at management's discretion.

3. How to Process Your Return

In-Store (Fastest)
Bring your product and proof of purchase directly to our store at 18 Wentworth Street, Port Kembla NSW 2505. We can process your exchange or store credit immediately at the register.
By Mail
  1. Email us at hello@universalsupplements.com.au to request a return. Do not send items back without contacting us first, as they cannot be accepted.
  2. If your return is for a Change of Mind, you are responsible for paying the return shipping costs.
  3. If your return is due to a Product Fault, we will provide a prepaid shipping label.
  4. Mail your package to: 18 Wentworth Street, Port Kembla NSW 2505.

4. Refunds, Credits & Exchanges

  • Exchanges: In-store exchanges are handled instantly. For online mail returns, we will issue your store credit or exchange once the item is received and inspected. 
  • Processing Time: Once we receive and inspect your returned item, we will notify you of the approval status. Approved cash/card refunds (for faulty items or approved discretionary cases) are automatically processed back to your original payment method within 10 business days.
  • Please note that your bank or credit card provider may require additional processing time to post the funds to your account. If you have not received your approved refund after 15 business days, please follow up with us at hello@universalsupplements.com.au.