Refund & Returns Policy

1. Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to:

• A replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage
• Have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in this policy limits or excludes these statutory rights.

2. Our 14-day satisfaction return

In addition to your statutory rights, Wexford Nutrition offers a 14-day satisfaction return from the date of delivery. If you are not satisfied with your purchase for any reason, you may request a return and refund within this period, subject to the conditions below.

Conditions for a satisfaction return

• You must contact us within 14 calendar days of receiving your order
• The product must be returned in its original condition and packaging, with a reasonable number of sachets remaining (we will not accept a return of a fully consumed box unless a statutory consumer guarantee applies)
• Proof of purchase must be provided
• Return postage costs are the customer's responsibility, except where a statutory consumer guarantee applies or the product is faulty or incorrectly supplied

3. How to request a return or refund

1. Contact us at info@vivocartilage.world or +61 3 9001 4822 within 14 days of receiving your order
2. Provide your full name, order reference (if available), delivery address and the reason for your return
3. Our team will respond within one business day with return instructions
4. Once we receive the returned product and confirm it meets the conditions above, we will process your refund within 5-10 business days

4. Refund method and timing

Refunds will be issued to the original payment method or via bank transfer for cash-on-delivery orders. Please allow 5-10 business days for the refund to appear, depending on your bank or payment provider.

5. Faulty, damaged or incorrectly supplied products

If you receive a product that is faulty, damaged in transit or does not match your order, please contact us immediately with photographic evidence where possible. In these cases:

• We will arrange return postage at our cost
• We will offer a replacement, repair or full refund at your choice, consistent with the Australian Consumer Law

6. Products not eligible for return

For hygiene and food safety reasons, we cannot accept returns of fully consumed products unless a statutory consumer guarantee applies. We also cannot accept returns where the product has been stored incorrectly (not in a cool, dry place away from direct sunlight) or where the packaging has been tampered with.

7. Delivery issues

If your order has not arrived within 14 business days of our confirmation, please contact us so we can investigate with our delivery partner. We will arrange a replacement or refund for any order confirmed as lost in transit.

8. Contact

For all returns and refund enquiries:
Wexford Nutrition Pty Ltd
14 Collingwood Street, Melbourne VIC 3000, Australia
+61 3 9001 4822
info@vivocartilage.world
Monday-Friday, 9:00 am-5:00 pm AEST