Refund policy

Mass Nutrition Gold Coast – Returns & Refunds Policy

Effective date: 01/01/2026
This policy applies to purchases made in-store at Mass Nutrition Gold Coast and online at www.massnutritiongoldcoast.com

1) Your rights under Australian Consumer Law 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Important: You are not automatically entitled to a refund for change of mind, but if a business offers a change-of-mind policy, it must follow it.

2) Change of mind returns

If you change your mind, we offer returns on eligible items within 10 days of purchase when they are unused, unopened, and in original condition.

Eligible items

To be eligible, items must be:

  • Unopened, unused, and in re-saleable condition
  • With seals intact (where applicable)
  • In original packaging (including boxes, labels, etc.)
  • Returned with proof of purchase (receipt/order confirmation)

Change-of-mind exclusions

For hygiene and safety reasons, we do not accept change-of-mind returns for:

  • Opened supplements / products with broken seals.
  • Food, drinks, RTDs, protein bars, prepped meals.
  • Clearance & Sale Items (unless faulty)
  • Gift cards
  • Any item not in re-saleable condition 

3) “Taste / Performance” satisfaction guarantee 

If you tried a product and it wasn’t right for you, we may offer an exchange or store credit on select supplements under our satisfaction guarantee:

  • Must be returned within 7 days of purchase/delivery
  • Must have 5 serves or less used.
  • Must be returned with proof of purchase.
  • This guarantee is assessed case-by-case

4) Faulty, damaged, or incorrect items

If your item is faulty

If a product is faulty or not of acceptable quality, we will provide a remedy in line with ACL (repair, replacement, or refund depending on whether the failure is major). 

If your order arrived damaged or incorrect

Please contact us within 48 hours of delivery/collection with:

  • Photos of the product and packaging
  • Your order number / receipt

We will arrange (at our cost) a replacement, refund, or store credit where appropriate.

5) Apparel, accessories & gymwear returns

For clothing and accessories (excluding underwear/socks where applicable):

  • Must be unworn, unwashed, with tags attached
  • Must be returned within 14 days
  • Must include proof of purchase

6) How to return an item

In-store purchases

Bring the item and proof of purchase to:
Mass Nutrition Gold Coast
310 Olsen Avenue, Parkwood, QLD, 4209

Online purchases

Email us at carly@massnutrition.com.au with:

  • Order number
  • Item(s) you want to return
  • Reason for return
  • Photos (if damaged/faulty)

If approved, we’ll provide return instructions.

7) Return shipping costs

  • Change of mind: Return postage is paid by the customer.
  • Faulty/damaged/incorrect items: We cover reasonable return postage or organise a return label/pickup.

8) Refund method & processing times

  • Refunds are issued back to the original payment method where possible.
  • If you paid via gift card/store credit, refunds will be returned as store credit.
  • Once your return is received and approved, please allow 3–5 business days for processing (banks may take longer to show funds).

9) Contact

Mass Nutrition Gold Coast
Email: carly@massnutrition.com.au
Phone: (07) 5666 7009
Address: 310 Olsen Avenue, Parkwood, QLD, 4209