Return, Refund & Exchanges Policy

This policy is issued by East Coast Supplements Regional Pty Ltd, ABN 91 650 616 096, trading as ECS Supplements & Apparel.

References in this policy to “ECS Supplements & Apparel”, “ECS”, “we”, “us” or “our” mean East Coast Supplements Regional Pty Ltd.

At ECS Supplements & Apparel, we want you to be satisfied with your purchase. This policy explains your rights when a product has a problem, as well as the additional change-of-mind returns and exchanges we voluntarily offer.

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

Faulty, Damaged, Incorrect or Misdescribed Products

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a remedy if a product:

  • Is faulty, damaged or unsafe.

  • Is not of acceptable quality.

  • Is significantly different from its description, image or sample.

  • Does not perform as represented.

  • Is not fit for its normal purpose.

  • Is not fit for a particular purpose that you made known to us before purchasing.

  • Is not the product you ordered.

  • Is missing a component or item that should have been included.

Your rights in relation to these products are not limited to 30 days and do not depend on the product being unopened or in its original packaging.

We may ask you to provide photos, videos, batch information or other information so we can assess the issue. In some circumstances, the product may need to be returned to us for inspection.

Major Problems

A product may have a major problem where:

  • A reasonable customer would not have purchased it had they known about the problem.

  • It is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time.

  • It is substantially unfit for a purpose you made known to us and cannot easily be made fit within a reasonable time.

  • It is significantly different from its description, image, sample or demonstration model.

  • It is unsafe.

Where a product has a major problem under the Australian Consumer Law, you may choose between:

  • A replacement.

  • A refund to the original payment method.

Minor Problems

If a product has a minor problem, ECS Supplements & Apparel may choose to provide an appropriate remedy within a reasonable time.

Depending on the product and the nature of the problem, this may include replacing the product, providing a refund or otherwise resolving the issue.

If we cannot provide an appropriate remedy within a reasonable time, you may be entitled to choose another remedy under the Australian Consumer Law.

Products Damaged During Delivery

Please inspect your order as soon as reasonably possible after delivery.

If your parcel or product appears to have been damaged during delivery, please contact us and provide:

  • Your full name.

  • Your order number.

  • Photos of the damaged product.

  • Photos of the external packaging.

  • A photo of the shipping label.

  • A description of the damage.

Please keep the product and all packaging until we have reviewed your claim. The packaging may be required for assessment by ECS Supplements & Apparel or the delivery provider.

Do not dispose of a damaged product unless we advise you to do so.

Incorrect or Missing Products

If your order contains an incorrect product or is missing an item, please contact us as soon as reasonably possible.

Do not open, use or dispose of an incorrectly supplied product unless we advise you to do so.

Where ECS Supplements & Apparel has supplied the wrong product, we will cover the reasonable cost of returning the incorrect product and sending the correct replacement.

You will not be charged additional postage to correct an error made by ECS Supplements & Apparel.

Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we accept eligible change-of-mind returns where you contact us within 30 days of receiving your order.

A change-of-mind return includes situations where:

  • You no longer want the product.

  • You ordered the wrong product.

  • You selected the wrong flavour, colour or size.

  • You found the product cheaper elsewhere.

  • You would prefer a different eligible product.

  • You do not like the flavour, texture, smell, sweetness or consistency of an opened product.

Opened consumable products cannot be returned because you dislike their flavour, texture, smell, sweetness, consistency or personal effect.

To qualify for a change-of-mind return, the product must:

  • Be unopened and unused.

  • Remain in its original sealed and undamaged packaging.

  • Be in a condition suitable for resale.

  • Include all accessories, tags, inserts and components originally supplied.

  • Be accompanied by reasonable proof of purchase.

  • Be returned in accordance with the instructions we provide.

You must contact us within 30 days of receiving the product.

Once your return has been authorised, the product must be posted or delivered to us within 14 days.

Products returned without prior authorisation may be refused or returned to the sender.

Supplements, Food and Consumable Products

For health, hygiene and product-integrity reasons, supplements, powders, capsules, tablets, food, drinks and other consumable products cannot be returned for change of mind once they have been:

  • Opened.

  • Used.

  • Partially consumed.

  • Removed from their original packaging.

  • Had their safety seal broken, removed or damaged.

A dislike of the product’s flavour, smell, texture, sweetness, consistency or personal effect is considered a change of mind and does not make an opened product eligible for return.

Individual results, reactions and experiences may vary. A product not producing the customer’s desired or expected result does not necessarily mean that the product is faulty.

These restrictions apply only to change-of-mind returns. They do not limit your rights where a product is faulty, unsafe, damaged, incorrectly supplied, misdescribed or otherwise fails to meet a consumer guarantee.

Apparel Returns and Exchanges

Eligible apparel may be returned or exchanged within 30 days of delivery where the item:

  • Is unworn, other than being briefly tried on.

  • Is unwashed.

  • Has not been altered.

  • Is free from marks, stains, odours, deodorant, makeup, tanning products, pet hair and other signs of wear.

  • Has all original tags attached.

  • Is returned in its original product packaging.

  • Is in a condition suitable for resale.

For health and hygiene reasons, underwear, briefs and similar intimate garments cannot be returned for change of mind.

This does not limit your rights where an apparel product is faulty, incorrectly supplied or otherwise fails to meet a consumer guarantee.

Products Excluded From Change-of-Mind Returns

The following products are not eligible for change-of-mind returns:

  • Gift cards.

  • Opened supplements or consumable products.

  • Bars, snacks and ready-to-drink products.

  • Products with a broken, damaged or removed safety seal.

  • Clearance or final-sale products.

  • Products specifically marked as non-returnable.

  • Personalised products.

  • Specially ordered products.

  • Products that have been used, washed, worn, altered or damaged after delivery.

  • Products that are not in a condition suitable for resale.

  • Underwear, briefs and similar intimate garments.

Sale, clearance and promotional products remain covered by the Australian Consumer Law.

These exclusions do not apply where a product is faulty, unsafe, incorrectly supplied, misdescribed or otherwise fails to meet a consumer guarantee.

Exchanges

Eligible products may be exchanged for another flavour, colour, size or product, subject to availability.

For a change-of-mind exchange:

  • You are responsible for the cost of returning the original product.

  • You are responsible for the postage cost of sending the replacement product.

  • You must pay any difference in the price of the replacement product.

  • The original product must meet all change-of-mind return requirements.

  • Replacement products are subject to availability.

  • A replacement product will not be dispatched until the original product has been received and approved.

We will advise you of any replacement postage charge or price difference before dispatching the replacement product.

If the replacement product costs less than the original product, the difference may be refunded to the original payment method or provided as store credit, as agreed with you.

If the requested replacement is unavailable, we may offer:

  • An alternative product.

  • Store credit.

  • A refund of the amount paid for the eligible returned product.

Promotional Gifts and Bonus Products

If your purchase included a free gift, bonus product or promotional item, it must also be returned when returning the qualifying purchase for change of mind.

The promotional item must be unopened, unused and in its original condition.

If the promotional item is not returned, we may:

  • Refuse the voluntary change-of-mind return.

  • Deduct the advertised or reasonable retail value of the promotional item from the refund, where permitted by law.

This does not limit your rights under the Australian Consumer Law.

Bundle and Multi-Buy Promotions

Where products were purchased as part of a bundle, multi-buy promotion or discounted offer, any refund will be based on the amount actually paid for the returned product.

If returning part of a bundle means the remaining products no longer qualify for the original promotional price, we may recalculate the value of the products you retain at their applicable individual selling price.

The resulting difference may be deducted from the change-of-mind refund, where permitted by law.

This does not limit your rights under the Australian Consumer Law.

Discount Codes

Where a discount code or promotional discount was applied across multiple products, the discount may be allocated proportionally across the products in the order.

Any refund will be based on the amount actually paid for the returned product after the applicable discount has been allocated.

Discount codes will not normally be reissued following a change-of-mind return.

Return Postage

Faulty, Damaged, Incorrect or Misdescribed Products

If a product is confirmed to be faulty, damaged, incorrectly supplied, significantly different from its description or otherwise fails to meet a consumer guarantee, ECS Supplements & Apparel will cover the reasonable cost of returning the product where a return is required.

Where possible, we will provide a prepaid return label.

If you have already paid reasonable return postage, we will reimburse that cost once the product problem has been confirmed. You must retain and provide your postage receipt.

Please contact us before returning the product or paying for return postage. We may be able to assess the issue using photos, videos, batch details or other information without requiring the product to be returned.

Where ECS Supplements & Apparel supplied an incorrect product, we will cover:

  • The reasonable cost of returning the incorrect product.

  • The cost of sending the correct replacement product.

Where an entire order is rejected because of a major problem, the original delivery charge will also be refunded where required under the Australian Consumer Law.

Change-of-Mind Returns

For a change-of-mind return, the customer is responsible for:

  • The cost of returning the product to ECS Supplements & Apparel.

  • Packaging the product securely.

  • Ensuring the product reaches us safely.

  • Any postage cost associated with sending an exchange product.

Original delivery charges are not refundable for change-of-mind returns.

We recommend using a tracked postage service.

ECS Supplements & Apparel is not responsible for change-of-mind returns that are lost, delayed or damaged while being returned to us.

Products Found Not to Be Faulty

If a product is returned as faulty but is assessed and found not to have a fault or other problem covered by the Australian Consumer Law, you may be responsible for reasonable return, collection, inspection or redelivery costs.

We will advise you of any estimated costs before arranging an inspection or collection where reasonably possible.

Proof of Purchase

We may ask you to provide reasonable proof that the product was purchased from ECS Supplements & Apparel.

Proof of purchase may include:

  • An order confirmation.

  • A receipt or tax invoice.

  • An order number.

  • A card or bank statement showing the transaction.

  • Loyalty account records.

  • Other information that allows us to locate and verify the purchase.

The proof of purchase must reasonably demonstrate that the product was purchased from ECS Supplements & Apparel.

How to Request a Return

Before returning a product, email:

info@eastcoastsupplements.com.au

Please include:

  • Your full name.

  • Your order number or other proof of purchase.

  • The product you wish to return.

  • The reason for the return.

  • Relevant photos or videos.

  • The product batch number, where applicable.

  • Your preferred outcome.

  • Your current contact details.

We will review your request and provide return instructions.

Please do not send a product directly to the manufacturer unless we specifically instruct you to do so.

Please do not post a return or take it to one of our retail stores without first contacting our team. Unauthorised returns may experience delays or may be returned to the sender.

Return Address

Once your return has been authorised, it should be sent to:

ECS Supplements & Apparel
Shop 122, Orana Mall
56 Windsor Parade
Dubbo NSW 2830
Australia

Please include your name, order number and return authorisation details inside the parcel so we can identify and process your return.

Do not send a return to this address until your return has been authorised.

Return Assessment

Once your return has been received, we will inspect it and contact you regarding the outcome.

For change-of-mind returns, we may refuse the return if:

  • The product does not satisfy the eligibility requirements in this policy.

  • The product has been opened or used.

  • The product is damaged or not suitable for resale.

  • The return was requested outside the applicable return period.

  • The product was returned without authorisation.

  • The product was damaged due to inadequate return packaging.

For faulty or problematic products, we will assess the issue and provide the remedy required under the Australian Consumer Law.

Damage caused by misuse, neglect, incorrect storage, accidental damage, failure to follow product directions or ordinary wear and tear may not constitute a product fault.

Refunds

Approved refunds will generally be issued to the original payment method used for the purchase.

We will process an approved refund within a reasonable time after the return has been received and assessed.

The time taken for a refund to appear in your account will depend on your bank, card provider or payment service.

Unless required by law, refunds will not be issued:

  • In cash for a purchase made by card or another payment method.

  • To a different card or account.

  • To a payment method that was not used for the original purchase.

  • For more than the amount originally paid.

Where a purchase was made using a combination of payment methods, the refund may be returned using the same combination.

Shipping Charges

Original shipping charges are not refundable for change-of-mind returns.

Original shipping charges may be refunded where required under the Australian Consumer Law, including where an entire order is rejected because of a major problem.

Additional or express shipping charges selected by the customer may not be fully refundable where a standard shipping option was available, except where otherwise required by law.

Buy Now, Pay Later Orders

Refunds for purchases made through a buy now, pay later provider will be processed through the original provider.

Your payment schedule and the time taken for the refund to appear will be managed by that provider.

You should continue making any scheduled payments until the provider confirms that your payment arrangement has been adjusted or cancelled.

ECS Supplements & Apparel is not responsible for any late fees or charges incurred because a customer stopped making scheduled payments before the provider confirmed the adjustment.

Gift Cards

Gift cards are not redeemable for cash and cannot be returned for change of mind.

Where a product purchased using a gift card is eligible for a refund, the applicable refund may be returned to a gift card or store credit, except where otherwise required by law.

In-Store Purchases

Eligible in-store change-of-mind returns must be requested within 30 days of purchase.

The product must meet the same condition requirements outlined in this policy.

Change-of-mind returns purchased in-store should generally be returned to the store from which they were purchased, unless otherwise agreed by ECS Supplements & Apparel.

Online orders should not be returned to a retail store without prior approval.

Your rights under the Australian Consumer Law apply regardless of whether the product was purchased online or in-store.

Online Product Information

We make reasonable efforts to ensure that product descriptions, images, ingredients, nutritional information, sizes, colours and other information displayed on our website are accurate.

Product packaging, branding, formulas and label designs may occasionally be updated by a manufacturer before the website images are updated.

A minor packaging or label-design variation that does not materially alter the product may not constitute a major problem.

This does not limit your rights where a product is materially different from its description or otherwise fails to meet a consumer guarantee.

Contact Us

For assistance with a return, refund or exchange, contact:

East Coast Supplements Regional Pty Ltd
Trading as ECS Supplements & Apparel
ABN 91 650 616 096

Email: info@eastcoastsupplements.com.au
Phone: 0401 680 744

Return address:

ECS Supplements & Apparel
Shop 122, Orana Mall
56 Windsor Parade
Dubbo NSW 2830
Australia

Australian Consumer Law

This policy operates alongside the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Last updated: 30 July 2026