SHIPPING AND RETURNS POLICY

 

Ordering & Delivery:

We aim to ship all orders placed before 2PM QLD EASTERN STANDARD TIME on the SAME DAY BUSINESS DAY.

Orders placed after 2PM, during sales events, or on weekends will be dispatched on the next business day.

We utilise multiple shipping companies to ensure you get your items as quickly as possible. Once your order has been dispatched from our warehouse you will receive a confirmation email with tracking details relating to your parcel. It is the customer’s responsibility to make sure the NAME and ADDRESS specified on your order is correct. We will endeavour to assist as much as possible with the tracking and speed at which the product is delivered to you, but please understand that beyond dispatch, delivery is the responsibility of the courier or shipping agent delivering the item(s) to you.

You can track your items here: http://auspost.com.au/track/

 

Shipping Times:

Expected delivery times will vary depending on your location and address, but typically takes 1-2 business days for all major cities and surrounding suburbs or 3-7 business days if you live in a Country, Regional, Western Australia, Tasmania, South Australia or isolated locations.

If your parcel has not arrived on time, it's usually awaiting PICKUP from your local post office. Please contact us for more information and we'd be happy to help. The above delivery times are a guide only and we have no control as to the speed of your delivery once your package has left our warehouse. If you have not received your products within 10 business days, please contact us and we can investigate it for you.

 

Shipping Costs:

All orders placed on our website are subject to standard shipping costs, however we are pleased to offer FREE SHIPPING on orders with a total check-out value of $99 or greater. 

 

Overseas Orders:

At this time Genesis Nutrition Pty Ltd does not deliver to addresses outside Australia. 

 

Returns Policy:

We hope that you enjoy your products. However, if you are not fully satisfied with your purchase, you may be able to return the item within 30 days of initial purchase date for a full refund of the product, minus any shipping and handling costs.

Should you wish to exchange your product, we may authorise this at our discretion. This needs to be requested either in person in-store or by email. You will need to cover any costs involved in the delivery of the new product and return of the old product, and this exchange would need to be completed within 7 days of the original purchase. This will not be available on sale items or short dated items. Please remember it is at our discretion when considering any exchange option for you.

If you do need to return a product to us, the following criteria will need to be met:

 

Your returned products must be:

  1. In their Original, Unopened Condition (Both Products and Packaging)
  2. Securely Wrapped
  3. Included with our Invoice Slip
  4. Returned to us at your own cost

 

A credit will then be applied to your account with us to be used towards the purchase of an alternative item. We will reject any return that does not meet any of the four criteria above. Please ensure that products are picked carefully as we do not accept returns on opened, used, or partially consumed products. You may choose a refund or exchange if an item has a major problem. This is when the item(s) are deemed to be “Faulty or Incorrect”.

 

Faulty or Incorrect Goods:

Please inspect your delivery immediately upon receipt and notify us within 7 working days of delivery if the Goods are damaged or do not comply with any of the Contract.

 

This can be done in writing to:

Genesis Nutrition Pty Ltd
Corner Turpin and Brisbane Roads
Labrador 4215 QLD

 

Or by email to: 
weborders@genesis.com.au

 

If you fail to do so you shall be deemed to have accepted the Goods. Where a claim of defect or damage is made, the Goods shall be returned by you to us at the Return Address above. You will be entitled to a full refund (including delivery costs) plus any return postal charges if the Goods are in fact defective. We ask that you pack the item securely using the original packaging to return the goods and send it with the delivery note. Goods to be returned must clearly show the order number obtained from the Seller on the package. Where returned Goods are found to be damaged due to the Buyer’s fault the Buyer will be liable for the cost of remedying such damage.

We regret that we cannot accept cancellations of contracts for items that have been opened. Otherwise, we can accept returns of complete products, which are unused and in an “as new” condition.

As soon as we receive the returned goods, we will refund the purchase price for that item or arrange a replacement item – these options are at your discretion.

 

Lost In Transit:

If you order has not arrived on time and has been confirmed lost by our shipping company then we will replace your order and resend it.