RETURNS & REFUNDS POLICY

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My product(s) were damaged in transit

If you receive broken or damaged goods, take some photos for us and email them to info@focalnutrition.com.au. This will help speed up the process of replacing your damaged products as we will deal with the couriers for you. Secondly, do not consume products that are unsealed upon arrival.

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I received the incorrect products

Please contact as soon as possible to let us know what you did receive compared to what you should have received. If it's our fault we'll happily send you the correct product(s) at no cost to you.

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My products have not arrived

We strive to send out packages within a business day of processing but sometimes things can take a little longer with the couriers. In particular, COVID-19 and the flooding in NSW have caused significant delays. If your package hasn't arrived yet drop an email at info@focalnutrition.com.au and we'll do our best to speed things up.

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I changed my mind about a product

If you’ve changed your mind and want to return an unopened product, here’s what you need to do:

• Get in touch with our customer service team.

• Post the item back to us within 30 days of ordering it (you’ll need to cover the shipping costs)

• We’ll process your refund when we receive the item and email you to let you know

• We can’t refund goods that have already been opened unless it’s a damage or quality issue (see the previous question)

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The quality isn't right

If you've already opened a product and feel there is a problem with product quality, then we'd like to hear about it. It is also essential for us to open an investigation that you do not dispose of the product, as we may require further details or its return.

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Quality is extremely important to us, so before we do anything we open an investigation into the specific product and batch you received. If we can identify a problem with the batch, we'll be more than happy to provide a replacement product from a corrected batch or full refund.