Product refund and returns policy

Product refund and return policy

All refund requests for products purchased in the Supporting Balance shop must be received within 14 days of purchase. Requests received after 14 days will not be considered.

We want you to be satisfied with your purchase, and we understand that sometimes, people make mistakes in placing an order. Please be aware that the following refund policies apply if you change your mind, which includes realising that you ordered the wrong item.

If you contact us to cancel an order before it is shipped at warehouse@supportingbalance.com.au, we will process a refund for the purchase price of your order, minus any fees charged to us by the payment processor (such as PayPal) for processing your original payment. These fees will be deducted from your refund amount.

If you change your mind about the purchase of a product after it has been shipped, you must return the product to us in its original condition to receive a refund. Shipping for this return is at your expense. If the item is returned in satisfactory condition, we will process your refund minus any fees charged to us by the payment processor, and minus the cost of shipping, unless the product was part of a larger order, in which case we will refund the amount you paid for that specific product.

Returned products will be inspected on arrival at our warehouse and refunds issued within 5 business days. If the product has been opened or damaged in any way, it will not qualify for a refund. You will receive a notification if your refund is approved. It may take a further 5 – 7 business days for it to arrive in your account. If it hasn’t arrived 10 days after you receive the notification, please let us know.

If you have placed an order for a recurring subscription, you must notify us at least 7 days before your next payment is due in order to cancel the subscription. If you notify us after the order has been shipped, the policies above will apply.

On the rare occasions that an item is out of stock we will contact you to offer alternative options. If an item is listed as out of stock on our website, we encourage you to use the “notify me” option so that you are contacted when our inventory is restocked. Unless otherwise marked on the listing, most items will be restocked within 7 days.

If there is a problem with your order when it arrives, you must send photos of the damaged or wrong items to warehouse@supportingbalance.com.au. You generally do not need to return damaged items, but we do need to see them and understand what has occurred. We will send a replacement product to you.

If you do not send clear photos showing us that there is a problem, we will not replace the product.

Please see our Shipping Policy for more information relating to shipping of orders.