We will be happy to sort this out for you, but please don’t throw the goods away. In order for us to process your refund or store credit we need the following:
Please a snap a photo of the damage or incorrect order including the packaging and slips as well as the batch number that came with your order and send it through to us asap.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or incorrect, so that we can rectify the issue.
We can then arrange to replace the item/s, issue store credit or refund if your return is accepted.
If I change my mind about a product. How do I return it?
If you’ve changed your mind and want to return an unopened product, that’s no problem provided the product is posted within 7 days of receipt.
Here’s what you need to do:
Get in touch with our customer service team at orders@herculessupplements.com.au so they know what’s going on.
Post the item back to us within 7 days of receiving your item (you’ll need to cover the shipping costs we do not cover those costs on change of mind refunds or returns.).
We’ll process your refund or issue store credit when we receive the item and email you to let you know.
Exceptions / non-returnable items
Certain types of items found on our site cannot be returned.
With supplements in particular, goods that have been opened with and the security seals removed are unable to be returned or refunded. Please ensure that you have made any enquiries before purchasing and are confident you wish to use products.
Other exceptions apply where items may not be returned including:
- Gift Cards
- Clearance Items
- Sale Items
- Loyalty Point Purchases
We will notify you once we’ve received and inspected your return, and let you know if the refund or store credit was approved or not. If approved, you’ll be automatically issued store credit or refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Note: We have a limit of one return per month, and we can’t refund goods that have already been opened unless it’s a damage or quality issue.
Cancellation: If you would like to cancel you order please contact us immediately if your order has already been processed and packed we will not be able to cancel. Our staff can try to recall your parcel but you will be charged a recall shipping fee of $9.99 but if unsuccessful you will need to return the item once received.
Subscriptions:
When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
If you want to cancel or change your subscription, you can do it through the customer portal at any time. If you have any issues please contact our staff for assistance at order@herculessupplements.com.au. Your order confirmation emails have links to your order. You can manage your subscription from there.
Please note: You can only cancel after 2 billing cycles so please make sure that you are confident in purchasing prior to entering into our subscription.
