Returns & Refunds Policy

At BIX Wellness, we take pride in the quality of our products and packaging. Please read this policy carefully before placing an order.

1. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a replacement, refund, repair, or compensation depending on the nature of the issue. Remedies generally depend on whether the problem is major or minor.

2. Change of Mind

Due to the nature of our products, we do not offer refunds, returns or exchanges for change of mind, including where you:

• change your mind after purchase

• order the wrong product

• decide you no longer want the item

• do not like the taste, flavour, texture or personal preference aspects of the product

• purchase by mistake

• fail to read the product description, ingredients, directions, warnings or delivery information before ordering

Change-of-mind returns are not required under Australian Consumer Law.

3. Opened, Used or Consumable Products

For hygiene, safety and product integrity reasons, we do not accept returns for any product that has been:

• opened

• used

• consumed in part

• tampered with

• damaged after delivery due to storage, misuse or handling by the customer

This includes sachets, boxes, and bundles where the seal has been broken or the product has been partially or fully consumed, except where required by law.

4. Incorrect Orders / Missing Items

If you believe you have received the wrong item or that an item is missing from your order, you must contact us within 5 business days of delivery and provide:

• your order number

• full name

• photos of the items received

• photos of the outer packaging and shipping label

We may request further information before assessing the claim.

5. Damaged, Faulty or Defective Items

If your item arrives damaged, faulty, or not as ordered, please contact us within 5 business days of delivery at:

support@bixwellness.com

Please include:

• your order number

• a description of the issue

• clear photos of the product

• clear photos of the external packaging

• any relevant batch or lot details, where visible

We reserve the right to assess each claim before approving any remedy. Depending on the circumstances, we may offer a replacement, refund, store credit, or another appropriate remedy in accordance with the Australian Consumer Law.

6. Refunds Will Not Be Issued In The Following Situations

To the fullest extent permitted by law, refunds, replacements or credits will not be provided where:

• the customer simply changed their mind

• the customer entered an incorrect shipping address

• delivery was delayed by the courier after dispatch

• the product was not used in accordance with the directions

• the customer failed to check ingredients, warnings, or suitability before purchase

• the customer dislikes the flavour, smell, appearance, or texture of the product

• the parcel was marked as delivered by the courier to the address provided

• the product was damaged due to improper storage after delivery

• the customer’s expectations are based on subjective preference rather than a product fault

• the customer requests a refund for a bundle, gift, promotional item, or discounted order unless required by law

7. Allergy, Sensitivity and Personal Suitability

Customers are responsible for reviewing all ingredients, nutrition information, directions and warnings before purchase and before use.

BIX Wellness is not responsible for individual sensitivities, allergies, intolerances, or reactions where the ingredients and relevant information were accurately provided at the time of sale, except where required by law.

If you have any concerns regarding suitability, pregnancy, breastfeeding, medication use, allergies, or health conditions, you should seek independent professional advice before use.

8. Results Disclaimer

Individual experiences may vary. Because supplements and ingestible wellness products can affect individuals differently, we do not guarantee specific outcomes, timelines, or personal results.

A lack of perceived results, slower-than-expected results, or outcomes different from another customer’s experience does not, by itself, constitute a product fault.

9. Return Approval Required

Returns must not be sent back without prior written approval from BIX Wellness.

Any parcel returned without approval may be rejected, returned to sender, or left unprocessed.

If a return is approved, we will provide instructions. Products must be returned in the condition specified by us and, where requested, in original packaging.

10. Return Shipping Costs

Where a return is approved for a change-of-mind exception offered at our discretion, the customer is responsible for all return shipping costs.

Where a product is confirmed to have a fault or issue entitling the customer to a remedy under the Australian Consumer Law, return costs may be handled in accordance with that law and our assessment of the claim.

11. Orders Marked as Delivered

Once an order has been dispatched, shipping is handled by the selected delivery provider. Tracking is supplied where available.

If a parcel is marked as delivered, but the customer cannot locate it, the customer should first:

• check the delivery address provided

• check around the property and safe drop locations

• check with household members, reception, neighbours, or building management

• contact the courier directly using the tracking information

BIX Wellness may assist where possible, but courier investigations and compensation processes may be subject to the courier’s own terms. Australia Post states that compensation for loss or damage is assessed case by case, and many services include up to $100 compensation unless Extra Cover was purchased.

12. Failed Deliveries / Returned to Sender

If an order is returned to us due to:

• an incorrect or incomplete address

• failure to collect from a pickup point

• repeated failed delivery attempts

• refusal to accept delivery

we may, at our discretion:

• charge a redelivery fee before resending the parcel, or

• deduct original and return shipping costs plus handling fees from any refund or store credit, to the extent permitted by law

13. Promotional Orders, Bundles and Gifts

If an order included:

• a promotional discount

• free shipping

• a free gift

• bundle pricing

• a limited-time offer

any refund, exchange or credit will be assessed based on the adjusted purchase value of the order and may require return of all items in the promotion, to the extent permitted by law.

14. Chargebacks and Payment Disputes

If a customer initiates a chargeback or payment dispute without first contacting us to attempt resolution, we reserve the right to submit all relevant order, tracking, correspondence and delivery evidence to the payment provider or financial institution.