Refund policy
REFUNDS, RETURNS & CANCELLATIONS POLICY
Effective Date: 19 May 2026
At Hercules Supplements (Aust) Pty Ltd, we want you to be satisfied with your purchase. This policy outlines your rights and our procedures regarding refunds, returns, replacements and cancellations.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law (“ACL”).
1. DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order upon delivery and contact us as soon as possible if:
- the item is damaged;
- the item is faulty;
- the incorrect item was received; or
- part of your order is missing.
To help us assess the issue quickly, please provide:
- your order number;
- photographs of the item;
- photographs of packaging and shipping labels where applicable; and
- the product batch number if available.
Please do not dispose of the product or packaging until we have reviewed your claim.
Once assessed, we may offer:
- a replacement;
- a refund;
- store credit; or
- another remedy available under the ACL.
2. CHANGE OF MIND RETURNS
We may accept change of mind returns for unopened and unused products subject to the conditions below.
To qualify for a change of mind return:
- the product must be unopened, unused and in resalable condition;
- all original seals and packaging must remain intact;
- the return request must be made within 7 days of delivery; and
- the product must be returned within 14 days of approval of the return request.
Customers are responsible for return shipping costs for change of mind returns unless otherwise required by law.
Original shipping charges are non-refundable for change of mind returns.
Once the returned item is received and inspected, we may provide:
- a refund to the original payment method; or
- store credit at our discretion.
Refunds are generally processed within 10 business days after approval, however banking processing times may vary.
3. NON-RETURNABLE ITEMS
The following items cannot be returned for change of mind reasons unless required under the ACL:
- opened supplements or consumable products;
- products with broken safety seals;
- gift cards;
- clearance items;
- final sale items;
- promotional giveaway items; and
- loyalty point redemption items.
For health and safety reasons, opened consumable products cannot be returned unless the product is faulty, damaged or does not comply with consumer guarantees under the ACL.
4. AUSTRALIAN CONSUMER LAW
Under the ACL, customers are entitled to remedies for products that:
- are faulty or unsafe;
- are not of acceptable quality;
- do not match the description provided; or
- do not perform as reasonably expected.
Where a product has a major failure, you may be entitled to:
- a refund;
- a replacement; or
- compensation for reasonably foreseeable loss or damage.
Where a failure is not major, we may choose to repair or replace the product within a reasonable timeframe.
5. CANCELLATIONS
If you wish to cancel an order, please contact us immediately at: order@herculessupplements.com.au
We may be unable to cancel orders that have already been processed, packed or dispatched.
If a parcel recall is requested after dispatch, additional carrier fees may apply. Recall requests cannot be guaranteed once an order has entered the courier network.
If cancellation is not possible, the order may still be eligible for return in accordance with this policy.
6. LOST OR RETURNED PARCELS
If an order is returned to us due to:
- an incorrect address provided by the customer;
- failure to collect the parcel; or
- repeated unsuccessful delivery attempts,
we may deduct original shipping costs and any return-to-sender fees from the refund amount where permitted by law.
7. SUBSCRIPTIONS
Subscription purchases provide recurring product deliveries based on the frequency selected at checkout.
By purchasing a subscription, you authorise recurring payments using your selected payment method until the subscription is cancelled.
Subscription customers may:
- pause;
- modify; or
- cancel
their subscription at any time through the customer portal or by contacting us.
Subscription management links are included in order confirmation and subscription emails.
If a subscription order is cancelled after receiving a promotional discount, free gift or subscription-only pricing benefit, we reserve the right to adjust or remove those promotional benefits before dispatch where reasonably necessary.
8. CONTACT US
If you have any questions regarding returns, refunds or cancellations, please contact:
Hercules Supplements (Aust) Pty Ltd
Email: info@herculessupplements.com.au
Website:
Hercules Supplements Australia