ORDERS
Faulty, damaged or wrong items are replaced or refunded in full, with return postage paid. Unopened items can be returned for a change of mind within 14 days. Nothing here limits your rights under the Australian Consumer Law.
Goods sold in Australia come with consumer guarantees that cannot be excluded. Products must be of acceptable quality, match their description, and be fit for their usual purpose. If a product has a major failure you can choose a refund or a replacement, and you can ask for compensation for any other reasonably foreseeable loss. For a minor failure that can be fixed, ZyrexBio may replace the item instead. These rights apply no matter what the rest of this page says, they are not conditional on keeping the packaging or returning within any window, and where this page and the law disagree, the law applies.
If a parcel arrives damaged, a seal is broken, the product is faulty, or the item is not what you ordered, email info@zyrexbioau.com within 7 days of delivery with your order reference and photographs of the outer carton, the tub's seal and the batch code printed on the pack. Do not use the product. You choose a replacement or a full refund including the original postage, and ZyrexBio pays the return postage. There is no restocking fee and nothing is deducted.
Opened or unsealed food products cannot be resold for health and safety reasons, so a change-of-mind return is only possible on an unopened item with the manufacturer's seal intact and its outer packaging undamaged. Email info@zyrexbioau.com within 14 days of delivery to arrange one. This is ZyrexBio's own goodwill offer rather than something the law requires, and it does not reduce your rights above.
If an item arrives faulty, damaged or simply is not what you ordered, you can have it exchanged for the same product instead of a refund — whichever you prefer. ZyrexBio covers the postage both ways on that, and you are never charged twice. On a change of mind, an unopened pack can be exchanged for a different product or flavour within 14 days: you pay the postage back, and any difference in price either way is settled before the replacement is sent.
Every return needs to be arranged by email first. An unannounced parcel cannot be matched to an order, which means it cannot be refunded, and there is no way to tell you it arrived. Email info@zyrexbioau.com with your order reference and what is wrong, and you get a reply with the return address and what to include. Returns sent without arranging them first are at your own risk.
If the item is faulty, damaged, misdescribed or simply not what you ordered, ZyrexBio pays the return postage — you are not out of pocket for a mistake at this end. If you are returning something because you changed your mind, you pay the return postage, and the original postage on the order is not refunded. That split is required by the Australian Consumer Law for the first case and is ZyrexBio's own position on the second.
Refunds are paid by bank transfer back to the account the payment came from. They are sent within two business days of the refund being agreed, or of a returned item arriving back and being checked, whichever is later. How long the money then takes to appear is up to your bank, usually one to three business days. You are emailed when the transfer is sent, so you are never left wondering whether it happened.
Before your payment reaches ZyrexBio, an order can be cancelled by email at no cost — nothing has been charged, so there is nothing to refund. After payment has arrived but before the parcel is dispatched, email info@zyrexbioau.com and it is cancelled and refunded in full. Once a parcel has been dispatched it cannot be recalled, and the terms above apply instead. Orders are packed within 1 business day, so cancel promptly if you need to.
Any product that has been opened, used, or had its seal broken cannot be returned or refunded on a change of mind, because an opened food product cannot be resold safely. The same applies to a pack stored somewhere hot, damp or in direct sun, since that affects the product regardless of whether it was opened. None of this applies where the item was faulty, damaged or wrong when it reached you — in that case it is covered above and by the consumer guarantees, opened or not.
Email info@zyrexbioau.com and say what happened. ZyrexBio is one person, so there is no escalation queue and no script — you are dealing with the person who packed your order. If you are not satisfied with the outcome, you can contact Consumer Affairs Victoria or the ACCC, and you are entitled to do that at any point rather than only after exhausting anything here.
To start a return, email info@zyrexbioau.com with your order reference. See also shipping & delivery and terms of use.