Refund policy

Returns & Refunds Policy

We want you to feel confident shopping with ExoVita Health. This policy explains our change-of-mind returns process and your rights under the Australian Consumer Law.

Contact Us

For return enquiries, please email:

hello@exovitahealth.com.au

Change-of-Mind Returns

For customers in Australia and New Zealand, we accept eligible change-of-mind returns within 30 calendar days of delivery.

To qualify for a change-of-mind return:

• The item must be unopened, unused and in its original packaging.
• The return must be requested within 30 days of delivery.
• Proof of purchase is required.

Return postage for change-of-mind returns is the responsibility of the customer.

Non-Returnable Change-of-Mind Items

For health, hygiene and safety reasons, we do not accept change-of-mind returns for:

• Opened or used supplements, mineral products, oral liquids or other consumable products.
• Gift cards.
• Promotional or complimentary items.

These exclusions do not affect your rights where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If you receive an item that is damaged, faulty or incorrect, please contact us as soon as reasonably possible at hello@exovitahealth.com.au.

Please include your order number, photographs where relevant, and a description of the issue.

Your rights for faulty goods are not limited to our 30-day change-of-mind period. Australian Consumer Law provides consumer guarantees that may continue to apply for a reasonable period depending on the nature of the goods and the circumstances.

Where an item fails to meet a consumer guarantee, ExoVita Health will provide the remedy required under Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

If a product is confirmed to have a problem, reasonable return postage costs will be reimbursed where required under Australian Consumer Law.

Refunds

Once an eligible return is received and assessed, we will notify you of the outcome.

For approved change-of-mind returns, refunds will be issued to the original payment method.

For goods covered by Australian Consumer Law, refunds, replacements or other remedies will be provided in accordance with your statutory rights.

Please allow up to 7 business days for an approved refund to be processed by ExoVita Health. Your bank or payment provider may require additional processing time.

How to Return an Item

Email hello@exovitahealth.com.au before returning your item.

We will provide return instructions and, where applicable, a return reference.

For change-of-mind returns, return postage is the responsibility of the customer. We recommend using a tracked postal service.

Delivery, Non-Receipt & Payment Disputes

ExoVita Health uses carrier tracking and delivery confirmation when investigating claims concerning delivery.

Where tracking shows an order as delivered to the delivery address supplied by the customer, we may ask the customer to check the premises, safe-drop location, household members and neighbours and, where appropriate, contact the carrier while we investigate the delivery.

A tracking status showing “delivered” does not remove any rights that may apply under Australian Consumer Law or other applicable law.

If an order has genuinely not been supplied or delivered as required, we will work with the customer and carrier to determine an appropriate resolution. Australian online retailers remain subject to the normal consumer-law obligations applying to the supply of goods.

Where a payment dispute or chargeback is raised, ExoVita Health may provide relevant order records, carrier tracking and delivery evidence to the payment provider as part of the dispute process.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.