We want you to be happy with your True purchase and aim to make returns process as seamless as possible. When you receive your order, please ensure you check that the goods received match your order before opening products.
Change of Mind
If you find that you have ordered something you no longer want you may return the product, however return shipping fees will be at your cost. You must send the product back to us within 14 days of receiving it.
To lodge a return, please contact us at https://purityplantprotein.com.au/contact-us , choose “Return or Exchange” in the drop down menu to begin the return process and our team will walk you through the steps. All items being returned must be unused and in the original packaging (where possible). Once the product is received at our warehouse, we can arrange a refund or exchange for another product.
Please note: if you have opened or used your product and do not like the taste or texture or have an adverse reaction, we will review each claim in a case by case nature.
Defective or Faulty Goods
We apologise if you have received an item that is faulty or has been damaged in the post. This can be frustrating (especially when you are excited about your True order) and we will attempt to resolve any issues as quickly as possible.
Please contact us via https://purityplantprotein.com.au/contact-us/ , and select “Faulty or Damaged Product” from the drop down menu, detail what the fault/defect is and if possible include photos. The team will advise you on next steps.
Items will be replaced with the same item originally purchased or you can opt to return the faulty item(s) and receive a full refund. We will supply you with a return shipping label at no cost to you.
Please note: This must be within 14 days of receiving your order.
HOW TO RETURN YOUR ITEM
Contact us via our website at https://purityplantprotein.com.au/contact-us/. Our customer experience team will get back to you and explain the process and if applicable, will arrange a return label that you will need to attach to the item. Please ensure this label is on the package along with your order number and name of order clearly shown. This can then be dropped off at any Australia Post outlet.
Any returns must be received by True Protein within 14 days of the claim being made. Replacement product(s) will only be shipped after the faulty item has been received by True Protein unless stated otherwise by our Customer Experience Team.
Refunds for returns will be processed by True Protein within 72 hours of receiving the item at our warehouse.
For items that do not require return, refunds will be processed within 24 hours. It can then take up to 48 hours for money to be credited by the bank into customer accounts. The refund will automatically be issued to the account by which the customer originally paid.
If you feel that your return falls outside of our policy, we encourage you to contact us on 1300 536 688 to confirm if your return can be accepted. It’s our aim to keep our customers happy, so please feel free to call us and we will work hard to resolve any issues.