Refund policy

 

Last updated and effective from: 30 September 2026

At Black Wolf Nutrition, we want your order to arrive quickly, safely, and exactly as expected. Orders placed before 1pm AEST Monday to Friday will usually be dispatched the same business day, excluding public holidays and peak promotional periods.

SECTION 1 - DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order on arrival and contact hello@blackwolfnutrition.com.au  within 30 days of delivery if you notice damage, incorrect items or a product issue. If an issue becomes apparent later, please contact us promptly. Include your order number or other proof of purchase, batch number, expiry date, details of the issue and clear photos where available. We may request further information or return of the product for assessment before determining an appropriate resolution.

Each claim is assessed on a case-by-case basis. We do not provide remedies for problems caused by customer misuse, contamination, or improper handling or storage. For faulty or incorrectly supplied products, please contact Customer Service before returning anything. We will assess the issue, provide an appropriate remedy where required. Nothing in this section limits your rights under Australian Consumer Law.

SECTION 2 - PURCHASES FROM RETAILERS

If you purchased from a retailer, please contact that retailer first with your proof of purchase. The retailer is responsible for addressing consumer guarantee claims concerning products it sold. Its own policy applies to voluntary change-of-mind returns but cannot remove your rights under Australian Consumer Law. You are also welcome to contact our Customer Service team for assistance. Any rights you may have against a manufacturer under Australian Consumer Law remain unaffected.

SECTION 3 - CHANGE OF MIND

Please choose carefully. For product purchased directly from our website, we offer an exchange or store credit for change-of-mind returns received within 30 days of delivery, provided the products are unused, unopened and in their original saleable condition. We do not offer change-of-mind refunds. Please contact Customer Service before returning your products so we can provide return instructions. Customers are responsible for arranging and paying for return postage and any postage required to send an exchange. Original shipping fees are non-refundable for change-of-mind returns. Nothing in this section limits your rights under Australian Consumer Law.

SECTION 4 - TASTE, FLAVOUR & PERSONAL PREFERENCE

Taste is personal, and we cannot guarantee that every product will suit every customer’s preferences. We do not offer refunds or replacements solely because you dislike a product’s taste, smell, texture, sweetness or flavour profile. This does not apply where a product is faulty, unsafe, materially different from its description or otherwise fails to meet a consumer guarantee under Australian Consumer Law. Opening or trying a product does not, by itself, remove those rights.

SECTION 5 - PRICING ERRORS & WEBSITE ISSUES

We aim to keep product information, pricing, promotions and availability accurate and current. Errors or technical issues may occasionally occur. If a genuine pricing error, stock shortage or other issue affects your order, we will contact you promptly, explain the issue and offer an appropriate resolution in accordance with our Terms of Service and applicable law. We will not increase the agreed price or materially change an existing order without your consent. Amounts paid for items we cancel or cannot supply will be refunded.

SECTION 6 - INCORRECT ADDRESS, UNCLAIMED ORDERS & RETURNED PARCELS

Customers are responsible for providing accurate delivery details and collecting their parcels within the carrier’s collection timeframe. If an order is returned to us because of an incorrect address supplied by the customer, refusal of delivery or failure to collect the parcel, we can resend the products once they have been received back in saleable condition.

The customer must pay an additional postage fee before the order is resent, even if the original order qualified for free shipping. Free shipping thresholds and promotions do not apply to redelivery. We will confirm the postage fee before arranging redelivery. Alternatively, the customer may choose a store credit for the amount paid for the returned products, excluding the original shipping fee and any reasonable return-to-sender charges incurred. Any deductions will be explained before the credit is issued. These conditions do not apply where the return resulted from our error or where a different remedy is required under Australian Consumer Law. If a delivery attempt fails or a parcel is missing, please contact us so we can investigate. A failed delivery attempt does not, by itself, establish that the customer is responsible.

SECTION 7 - INTERNATIONAL ORDERS & CUSTOMS

Customers should check their destination country’s import requirements before purchasing. Import duties, taxes and customs charges not collected by us may be payable locally. Customs processing may delay, restrict or prevent delivery. If this affects your order, please contact us so we can investigate and explain the available options. We do not guarantee clearance by overseas authorities. Where an order is returned because of the customer’s failure to meet applicable import requirements, and the products are received back in saleable condition, we will explain the available redelivery or store-credit arrangements and any reasonable charges actually incurred before agreeing on a resolution. Nothing in this section removes rights or remedies available under applicable law, including where the issue resulted from our error.

SECTION 8 - REFUND PROCESSING & MISSING REFUNDS

Approved refunds will generally be issued to the original payment method unless another method is agreed with you. We aim to process an approved refund within five business days of completing the assessment. Your bank or payment provider may take additional time to make the funds available. If we have confirmed that your refund has been processed but it has not appeared, please check with your bank or payment provider. If you still need assistance, contact  hello@blackwolfnutrition.com.au.

SECTION 9 - RETURNING ITEMS TO US

Please contact Customer Service before returning any products. For approved change-of-mind returns, customers are responsible for return postage. Use a tracked service, retain your lodgement receipt and include your order number. Store credit will be issued once the unopened products are received and assessed.

For faulty or incorrectly supplied products, contact us so we can assess the issue and arrange an appropriate resolution at no additional cost to you. We aim to assess returns within five business days of receipt.

Send approved returns to:
Black Wolf Nutrition Returns
22-26 Freight Drive, Somerton 
VICTORIA Australia 3062

This is a dispatch and returns facility only. It is not open to the public, and in-person returns or order collections are not available.

SECTION 10 - SUBSCRIPTION & SALE ORDERS

Purchases made through a subscription or during a sale have the same consumer guarantee protections as other purchases. Cancelling a subscription stops future recurring orders but does not automatically cancel or refund an order already processed. Subscription changes and cancellations are managed in accordance with Section 4 of our Terms of Service. Our change-of-mind arrangements apply separately from your rights concerning faulty, incorrectly supplied or misdescribed products.

SECTION 11 - AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, restricted or modified under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. If another part of this policy conflicts with a right or remedy that cannot lawfully be excluded, that right or remedy takes precedence.