We want you to be happy with your True purchase and aim to make returns process as seamless as possible. When you receive your order, please ensure you check that the goods received match your order before opening products.
Change of Mind
If you find that you have ordered a product of which you do not like the taste/texture or have an adverse reaction to, we offer a 14 day money back guarantee. You must send the product back to us at your own expense within 14 days of receiving it.
To lodge a return, please contact us at www.trueprotein.com.au/pages/contact-us and choose “Return or Exchange” in the drop down menu to begin the return process. Our team will walk you through the next steps. Once the product is received at our warehouse, we can arrange a refund or exchange for another product.
Please note: we will review each claim in a case by case nature.
Defective or Faulty Goods
We apologise if you have received an item that is faulty or has been damaged in the post. This can be frustrating (especially when you are excited about your True order) and we will attempt to resolve any issues as quickly as possible.
Please contact us via www.trueprotein.com.au/pages/contact-us, and select “Faulty or Damaged Product” from the drop down menu, detail what the fault/defect is and if possible include photos. The team will advise you on next steps.
Items will be replaced with the same item originally purchased or you can opt to return the faulty item(s) and receive a full refund. We will supply you with a return shipping label at no cost to you.
Please note: This must be within 14 days of receiving your order.
Sample Pack Returns
If you have ordered a sample pack and decided our product is not for you, simply return a minimum of 7 sample sachets within 14 days of receiving the order to be eligible for a refund. Please click into www.trueprotein.com.au/pages/contact-us, choose “Return or Exchange” from the drop down menu and the team will let you know next steps. Once the product is received at our warehouse, we can arrange a refund.
You may return your apparel item if you're not happy with your purchase as long as it is unworn, unused, in its original condition (see below) with tags still attached and within 14 days of receiving. Please contact us via www.trueprotein.com.au/pages/contact-us, choose Apparel Returns/Exchanges from the drop down menu and we will advise you of next steps.
Please note: Original condition means the item must not be damaged or marked with fake tan or makeup and must not have been washed for the refund to be applicable.
If your item does not fit (and meets our rules of return listed above), you can exchange it for another size.
Please note we will not accept returned swimwear. We will not accept exchanges for any damaged or marked items.
Any returns must be received by True Protein within 14 days of the claim being made. Replacement product(s) will only be shipped after the faulty item has been received by True Protein unless stated otherwise by our Customer Experience Team.
Refunds for returns will be processed by True Protein within 72 hours of receiving the item at our warehouse.
For items that do not require return, refunds will be processed within 24 hours. It can then take up to 48 hours for money to be credited by the bank into customer accounts. The refund will automatically be issued to the account by which the customer originally paid.
If you feel that your return falls outside of our policy, we encourage you to contact us on 1300 536 688 to confirm if your return can be accepted. It’s our aim to keep our customers happy, so please feel free to call us and we will work hard to resolve any issues.