Please note: The following policy applies only to products purchased directly through the True website. For products purchased through gyms, pharmacies, grocery stores etc, you will need to contact the seller from whom you purchased.
We want you to be happy with your True purchase and aim to make the 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. We are only able to refund items purchased directly from True Protein.
Defective or Faulty Products
We apologise if you have received an item that is faulty or has been damaged in the post. We offer the following guarantees on our products: 14 days for food products and 12 months for apparel/accessories.
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.
Apparel Returns, Refunds & Exchanges
We love our new apparel range and want you to be as happy as possible with your purchase. Should you not be 100% satisfied with your items, we have endeavoured to make the returns process as seamless as possible.
Apparel can be returned within 14 days from delivery for a full refund, or within 30 days from delivery for an exchange or store credit in the form of a gift card. Please contact us via Contact Us | True Protein, choose Apparel Returns/Exchanges from the drop-down menu and our team will advise you of the next steps.
Your items must be returned in their original condition and packaging, unused and with tags attached.
Please be careful when trying on items for the first time as we will not accept items marked by deodorant, makeup, fake tan, pet fur, or any marks at all, or worn and/or washed. If so, these items will be shipped back to you once received and inspected.
Where apparel is eligible for an exchange, we will send you a return label for your item. We offer one free return label per order. Due to the popularity of our range, we cannot guarantee that we will have the requested size/style in stock once your return arrives. In the event your requested item is not in stock, we will issue you with a store credit.
International orders can request a return for Store Credit or Refund only, there are no exchanges on apparel. Shipping for Store Credit is payable by the customer.
Store credits are issued via email as a gift card which can be used to make a future purchase, valid for 12 months from the date of issue.
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.
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.
Our packaging of choice has been rigorously tested for durability and all care is taken when packing your order to ensure minimal movement during postage. Our boxes display a message warning not to open with a sharp object. Please be advised we do not refund or exchange products that have clearly been sliced open.
Refunds for returns and/or exchanges 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.