Last updated: 07/08/2025

Thank you for choosing FitHydrate™. We’re committed to delivering high-quality, functional training tools to support your fitness journey. As an Australian-owned business, we uphold your rights under the Australian Consumer Law (ACL). This policy explains how we handle refunds, replacements, and returns — balancing fairness with protection for both our customers and our business.

Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a refund or replacement if the product you purchased:

• Is faulty, damaged, or unsafe;

• Is significantly different from its description or the images shown;

• Fails to perform as advertised and cannot be fixed within a reasonable time.

If the issue is minor, we will offer a repair, replacement, or refund at our discretion.
If the issue is major, you may choose a full refund or replacement.

These rights cannot be excluded under Australian law.

No Refunds for Change of Mind

We do not offer refunds or returns for:

• Change of mind

• Incorrect sizing or preference

• “No longer needed” or buyer’s remorse

• Shipping delays that are outside our control

Please ensure you review all product information and sizing carefully before purchasing.

Conditions for Claims

To be eligible for a refund or replacement, the following conditions must be met in full:

• Contact us within 7 calendar days of delivery (based on tracking information).

• Provide clear photo or video evidence of the issue, including:

  • The product and defect/damage

  • Packaging and shipping label (for damage in transit)

• Include your full name and order number

• The product must be:

  • Unused (except to identify a fault)

  • In its original packaging, with all parts/accessories included

Claims Will Be Rejected If:

• Damage is due to misuse, overuse, neglect, or incorrect use

• The product has been modified, disassembled, or used inappropriately

• The fault is cosmetic and does not affect performance

• Claims are submitted after the 7-day window

• Customer refuses to provide clear visual proof of the issue

• The issue is caused by courier delays, missed deliveries, or theft after delivery

• The item is rejected or returned due to unpaid customs, VAT, or import fees (see below)

Shipping Damage

If your item arrives visibly damaged, you must contact us within 48 hours of delivery with:

• A photo of the outer packaging

• A photo or video of the damage to the product

• Your order number and a short explanation of the issue

Claims reported after 48 hours will not be accepted, as they fall outside our logistics partner's claim window.

International Orders – Customs & Duties

If you are ordering from outside Australia, please note:

• You are responsible for understanding and complying with your local import laws

• Any customs duties, VAT, or import taxes are your responsibility

• No refunds will be issued for packages:

  • Refused or returned due to unpaid customs

  • Confiscated or rejected by local authorities

Returns Process (If Required)

Most refunds or replacements do not require a return due to international logistics costs.
However, if we do request a return:

• You must send the product to the provided return address within 10 business days

• Return shipping costs are the responsibility of the customer, unless the item was confirmed to be faulty

Refunds (If Approved)

Once your claim is reviewed and approved, we will process your refund to your original payment method.
Refunds typically take 5–10 business days depending on your payment provider.

Note: Refunds are for the product price only. Shipping costs are non-refundable unless required by law.

Fraud Prevention Policy

All claims are carefully reviewed and verified.
Submitting false or misleading claims may result in:

• Denied refunds

• Permanent ban from future orders

• Escalation to relevant fraud prevention or legal authorities (in serious cases)

Contact Us

If you believe your item is eligible for a return or refund under this policy, please contact us at:
info@fithydrate.store