We guarantee and stand by the quality of all of our products. When you order from The Aussie Gelatin Company, you are assured that our collagen and protein products are of the highest quality. 

We ask that you notify us of problems within 10 days of the receipt of your order. The product must be in the same condition that you receive it and undamaged in any way. After we receive your order, our team of professionals will inspect and assess for refund suitability. Returned, unopened products are (in rare cases) subject to a restocking fee equal to the shipping cost provided on your order. No returns or exchanges for free gift items. Products that were purchased from a 3rd party or re-seller must be returned to those locations.

In no event will any replacement or refund constitute an admission of any kind by The Aussie Gelatin Company. We reserve the right to fully investigate claims that we believe may be unfounded or fraudulent.

The money will be refunded to the original payment method you’ve used during the purchase. For credit card payments it may take 5 to 10 business days for a refund to show up on your credit card statement.

We only replace items if they are defective or damaged. If the product is deemed to have been damaged at your premises, or you have initiated the return after 10 working days have passed, you will not be eligible for a refund.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us via phone, email or via our contact form.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If anything is unclear or you have more questions feel free to contact us via our phone number, email or contact form.