Returns & Refunds Policy

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

For a major failure, you are entitled to a replacement or a refund — your choice — and to compensation for any other reasonably foreseeable loss or damage. For a failure that does not amount to a major failure, you are entitled to have the problem fixed within a reasonable time and, if it is not, to a refund and to cancel the contract.

These rights apply in addition to anything in this policy. Nothing here limits them.

What counts as a major failure?

Broadly, where the product:

• is unsafe;
• is significantly different from the description or sample;
• is unfit for its normal purpose and cannot easily be fixed; or
• is one a reasonable person would not have bought had they known about the problem.

Examples for our products: the wrong product inside the packaging, contamination or a foreign object, an undeclared allergen, a product that is spoiled or rancid, or one that is past its expiry date on arrival.

How long do these rights last?

The Australian Consumer Law does not set a fixed deadline. Your rights last for a period that is reasonable given the nature of the product.

Every pack carries a batch number and a best-before date. As a guide, if you open a pack before its best-before date and find a genuine fault, you can still make a claim — even if you bought it months ago. Please quote the batch number and best-before date when you contact us, as they let us trace the pack.

Proof of purchase

We need proof you bought from us. A receipt, order confirmation email, order number, or a bank or credit card statement all work.

2. Faulty, damaged or incorrect products

Contact us first

Email support@boldhealth.com.au with:

• your order number;
• what the problem is; and
• photos of the product, the batch number and best-before date, and the packaging if relevant.

Please do not send anything back to us or to the manufacturer until we have given you instructions.

Damage in transit

Please tell us within 7 days of delivery, with photos, so we can investigate with our carrier while the evidence is fresh. This timeframe is about investigating a delivery problem — it does not limit your rights for a product fault that appears later.

Do we need the product back?

Sometimes. We may ask you to return it or a portion of it so we can test it and check the batch. If we do:

• we pay the postage — we will email you a prepaid return label; and
• please keep the original packaging, since the batch number is on it.

What you get

• Major failure: you choose a full refund or a replacement. If you choose a refund, we refund to your original payment method. We will not push you towards store credit.
• Minor failure: we will replace the product or refund it, generally within 5 business days.
• You may also be entitled to compensation for reasonably foreseeable loss caused by the failure.

3. Delivery problems

Until your order reaches you, it is our responsibility. Please contact us rather than the carrier.

Not arrived?

If your order has not arrived within 10 business days of dispatch for Australian orders, or 4 weeks for international orders, contact us and we will investigate and either resend or refund.

Arrived damaged?

Send us photos and we will replace it. You do not need to return a damaged food product unless we ask.

Missing or wrong items?

Tell us and we will send the correct item at our cost, or refund it.

Wrong address entered at checkout?

Contact us immediately — if it has not yet been dispatched we can usually correct it. Once dispatched to an address you supplied, we may not be able to recover it, though we will do what we reasonably can to help.

4. Change of mind

Except under our Love The Taste Guarantee (below), we do not offer refunds or exchanges if you simply change your mind, or make the wrong choice. Please choose carefully.

We are a food business. Once a product has left us we cannot resell it, and return freight on a product like ours usually costs more than the product itself — so a general change-of-mind return doesn’t work for either of us.

Our Love The Taste Guarantee

We think you’ll love the taste of Health Protein Boost. If you don’t, we’ll refund you — and you don’t need to send it back.

• Applies to Health Protein Boost bought from boldhealth.com.au
• Claim within 30 days of purchase by emailing support@boldhealth.com.au
• One claim per household
• Full details and conditions: Love The Taste Guarantee

This is a promise we make voluntarily, in addition to your rights below — not instead of them.

Before you buy, please check the product page for the full ingredient list, allergen information and directions for use, and contact us at support@boldhealth.com.au if you have a question. We would rather answer it beforehand than have you buy something that isn’t right for you.

If something is actually wrong with your order, you don’t need the guarantee at all. If the product is faulty, damaged, incorrect, or not as described, section 2 applies — including your right to choose a refund or replacement for a major failure, with no 30-day limit.

Ordered the wrong item or quantity? Contact us straight away. If it has not yet been dispatched we can usually change or cancel it for you.

5. If you have a reaction to a product

Your safety matters more to us than a sale.

If you experience an adverse reaction:

1. Stop using the product.
2. Seek medical advice if your symptoms are significant, or call 000 in an emergency. For advice on poisoning or allergic reactions, the Poisons Information Centre is 13 11 26 (24 hours).
3. Tell us at support@boldhealth.com.au, including the batch number and best-before date from the pack.

What we will do

We will refund you in full, and we will not require you to return the product. We will record the details, check the batch, and report the event to the relevant food safety authority where required.

Please check the ingredient and allergen declaration on each pack before use, particularly if you have a known allergy or intolerance. Our products are foods, not medicines, and they are not a substitute for professional healthcare advice.

6. Gifts

If you received a Bold Health product as a gift, you have the same rights as the person who bought it.

If it is faulty, contact us — you can choose a refund or replacement for a major failure, just as the purchaser could.

A refund goes back to the original payment method, so we may need to involve the purchaser.

We do not offer change-of-mind returns, including where the recipient would prefer a different product.

7. How refunds are processed

• We will acknowledge your request within 3 business days.
• We aim to resolve it within 5 business days. If we need to test a returned product, we will tell you how long that will take.
• Once approved, we process the refund within 3 business days to your original payment method.
• Your bank or card provider usually takes a further 3–5 business days to show it. PayPal and buy-now-pay-later providers may differ.
• If it has been more than 10 business days since we told you a refund was processed and you still cannot see it, contact us and we will chase it with our payment provider. That is our job, not yours.

8. Subscriptions

How it works

Your subscription continues at the frequency you chose until you cancel. There is no fixed term and no minimum number of deliveries.

Your options

You can receive your order every 2 weeks, monthly (the default), or at any monthly interval such as every 3 or 4 months. Subscribers save 10% on the product price and pay a reduced delivery fee. You can change your frequency at any time in your account.

We will remind you

We email you 2 days before each renewal is billed, so nothing arrives unexpectedly.

Pausing, skipping or cancelling

You can do all three yourself, at any time:

1. Log into your account at boldhealth.com.au
2. Go to Subscriptions
3. Choose pause, skip or cancel

You never need to phone or email us to cancel. If you have trouble, contact support@boldhealth.com.au and we will do it for you.

Cut-off

To stop your next delivery, cancel, pause or skip at least 48 hours before your next billing date.

Cancelled after being charged?

If you cancel after a charge but before we dispatch, contact us and we will refund that order in full. If it has already been dispatched, we cannot refund it for change of mind, but section 2 applies if there is anything wrong with it.

Price changes

We give at least 14 days’ notice by email before any subscription price increase. You can cancel before it takes effect.

Failed payments

If a payment fails, we retry up to 3 times over 3 days and email you. If it keeps failing we pause your subscription. We will never send an order and then chase you for payment.

Pre-paid plans

We no longer offer 3 or 6 month pre-paid plans. If you bought one previously, the terms that applied at the time of your purchase continue to apply to it.

9. International orders

Your consumer guarantee rights still apply if you bought from this website.

Faulty products

Contact us as usual. We will generally refund or replace without requiring a return, because international return freight often costs more than the product. If we do ask you to return it, we cover the cost.

Change of mind and the Love The Taste Guarantee

Both are available on Australian orders only. We do not offer change-of-mind returns on international orders. Please choose carefully before ordering, as return freight would in most cases exceed the value of the product.

Delivery and duties

International delivery is a flat $20 AUD. Any import duties, taxes or customs charges are set by your country and payable by you on arrival. These are not refundable by us.

Customs, duties and seizures

Import rules for food products vary by country and it is your responsibility to check them. We cannot refund products seized or refused entry by customs, though we will provide documentation to help.

10. Products bought elsewhere

If you bought a Bold Health product on eBay or from a retail stockist, please contact them first — their returns process applies to that purchase and is often faster.

Your consumer guarantee rights under the Australian Consumer Law apply regardless of where you bought it. If you cannot resolve a product fault with the seller, contact us and we will help.

11. If we cannot resolve it

We would much rather fix a problem than lose you.

Contact us at support@boldhealth.com.au or 1300 123 282 with your order number.

If you are not satisfied, you can contact:

• NSW Fair Trading — www.fairtrading.nsw.gov.au — 13 32 20
• ACCC — www.accc.gov.au
• or the consumer protection agency in your state, territory or country.

Nothing in this policy prevents you from contacting a regulator or exercising any right available to you under the law.

12. Contact us

Jack Evelyn Pty Ltd trading as Bold Health ACN 648 931 257 | ABN 75 648 931 257
3/780 Bourke Street, Surry Hills NSW 2010, Australia
support@boldhealth.com.au
1300 123 282

This policy should be read with our Terms & Conditions and Privacy Policy.