Refund and Returns Policy — ZEROPLY PTY LTD

Last updated: 3 September 2026

You can contact us with any questions about returns or refunds at info@zeroply.com.au.

1. Introduction

 ZEROPLY PTY LTD (ABN 75 698 579 494) (“Zeroply”, “we”, “our” or “us”) is committed to supplying high-quality powdered fibre supplements and related products.

This Refund and Returns Policy explains when we accept returns and provide replacements, refunds or other remedies.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law (“ACL”), contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), or any other applicable law.

2. Change-of-mind returns

We do not provide refunds, exchanges or store credits where you:

• Change your mind;
• Decide you no longer want or need the product;
• Find the product cheaper elsewhere;
• Select the incorrect product, flavour or quantity;
• Do not like the product’s taste, texture or effects where it otherwise complies with the consumer guarantees;
• Experience caking, hardening, contamination or other deterioration after delivery due to exposure to moisture, improper handling or failure to follow the storage instructions;
• Otherwise receive what you ordered and the product complies with the consumer guarantees.

Please carefully review the product description, ingredients, allergen information, warnings, directions and storage requirements before completing your purchase.

This change-of-mind policy does not affect your rights where a product fails to comply with the ACL.

3. Australian Consumer Law

Products purchased from Zeroply come with consumer guarantees that cannot be excluded under the ACL.

Among other requirements, products must:

• Be of acceptable quality;
• Be safe, durable and free from defects, taking into account their nature, price and relevant representations;
• Be reasonably fit for their usual purpose;
• Be fit for a particular purpose you made known to us before purchasing, where you relied on our skill or judgement;
• Match their description;
• Match any sample or demonstration model; and
• Comply with any express warranties or promises made about them.

If a product does not comply with a consumer guarantee, you may be entitled to a remedy. The appropriate remedy depends on whether the problem is major or minor and the circumstances of the purchase.

4. Major problems

A product may have a major problem where it:

• Is unsafe;
• Is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
• Is substantially unfit for a particular purpose you told us about and cannot easily be made fit within a reasonable time;
• Is significantly different from its description, sample or demonstration model; or
• Has one serious problem or several smaller problems that would have stopped a reasonable consumer from purchasing it had they known about them.

Where a product has a major problem, you may reject the product and choose between:

• A refund; or
• A replacement product of the same type and similar value, where reasonably available.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

5. Minor problems

Where a product has a minor problem, we may choose to provide a free repair or another appropriate remedy within a reasonable time.

Because our products are consumable and cannot practically be repaired, the appropriate remedy may instead be a replacement, refund or other remedy required by the ACL.

If we cannot remedy a minor problem within a reasonable time, you may be entitled to reject the product and obtain a refund or replacement in accordance with the ACL.

6. Making a claim

If you believe your product is faulty, unsafe, damaged, incorrect, significantly different from its description or otherwise fails to comply with a consumer guarantee, contact us as soon as reasonably possible at info@zeroply.com.au.

To help us assess your claim, please provide:

• Your name and contact information;
• Your order number, invoice, receipt or another form of proof of purchase;
• A description of the problem;
• The date you discovered the problem;
• Photographs or video showing the problem, where reasonably available;
• Details of how the product was stored and handled, where relevant; and
• Any batch number, expiry date or packaging information requested by us.

We may ask you to return the product or packaging where this is reasonably necessary to assess the claim.

Notifying us promptly helps us investigate the problem, but your rights under the ACL are not limited to seven days or another fixed period. Consumer guarantees may continue to apply for a reasonable period having regard to the nature, price and expected life of the product.

7. Proof of purchase

We may request reasonable proof that the product was purchased from Zeroply.

Acceptable proof may include:

• An order confirmation;
• A receipt or tax invoice;
• A bank or card statement;
• An account purchase record; or
• Other reasonable evidence of the transaction.

8. Assessment of returned products

We are entitled to assess a product before providing a remedy.

We may consider:

• The nature of the reported problem;
• The condition of the product and packaging;
• How the product was stored, handled and used;
• Whether the directions and warnings were followed;
• Whether the problem existed at the time of supply;
• Whether the product was damaged after delivery; and
• Any other relevant evidence.

We will complete our assessment within a reasonable time.

Assessment does not remove or reduce any rights you have under the ACL.

9. Opened or consumed products

For health, hygiene and safety reasons, we do not accept returns of opened, used or partially consumed products merely because you changed your mind.

However, an opened, used or partially consumed product may still qualify for a remedy if it fails to comply with a consumer guarantee.

You should stop using a product and contact us promptly if you believe it is unsafe, contaminated, defective or causing an unexpected adverse reaction. Seek appropriate medical assistance where required.

10. Heat-sensitive products and storage

Our products are sensitive to heat and must be stored according to the instructions displayed on their packaging, including any direction to store them below 25°C in a cool, dry place away from direct sunlight.

We do not provide a remedy where caking, hardening, contamination or other deterioration was caused solely by:

• Exposure to moisture, humidity, excessive heat or direct sunlight after delivery;
• Failure to keep the packaging securely closed;
• Introducing water, a wet scoop or foreign material into the product;
• Improper handling or storage by the customer;
• Failure to follow the directions, warnings or storage instructions; or
• Another action or omission occurring after the product was delivered in acceptable condition.

However, this exclusion does not apply where the product was already damaged, contaminated, improperly sealed or otherwise defective upon delivery, was inadequately packaged, or otherwise failed to comply with a consumer guarantee.

If a product arrives with damaged packaging, a broken or missing safety seal, unexpected caking, contamination or another apparent defect, do not consume it. Photograph the product and packaging as soon as possible and contact us at info@zeroply.com.au

11. Products damaged through misuse

You may not be entitled to a remedy where the problem was caused by:

• Misuse or abnormal use;
• Accidental damage after delivery;
• Improper handling;
• Failure to follow directions, warnings or storage instructions;
• Unauthorised alteration;
• Continued use after becoming aware of a problem where that continued use caused further damage; or
• Normal deterioration associated with the nature of the product.

This does not affect any rights concerning an unrelated fault or failure for which Zeroply remains responsible.

12. Incorrect or incomplete deliveries

If you receive:

• The wrong product;
• The wrong quantity;
• An incomplete order; or
• A product you did not order,

please contact us as soon as reasonably possible.

Where we made the error, we will arrange an appropriate remedy and cover reasonable return or redelivery costs.

13. Incorrect delivery information

You are responsible for providing accurate and complete delivery information when placing an order.

If an order cannot be delivered or is returned because the delivery information you provided was incorrect or incomplete, we may require you to pay the reasonable cost of redelivery.

We are not responsible for delays or losses caused solely by incorrect information provided by you, except to the extent that we caused or contributed to the problem or are otherwise responsible under applicable law.

Contact us promptly if you notice an error in your delivery details. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

14. Delivery delays and missing parcels

Delivery estimates are estimates only unless we expressly agree to deliver by a particular date.

If your order is materially delayed or appears to be missing, contact us at info@zeroply.com.au so we can investigate with the delivery provider.

Your rights will depend on the cause and circumstances of the delay or non-delivery. Nothing in this section limits any rights you may have under the ACL.

15. Return shipping costs

Where a product fails to comply with a consumer guarantee, Zeroply PTY LTD will bear the reasonable cost of returning it where required by the ACL.

We may:

• Provide a prepaid return label;
• Arrange collection;
• Reimburse reasonable return postage; or
• Use another reasonable return method.

Please contact us before returning a product so we can provide appropriate instructions.

If an assessment shows that the product complies with the consumer guarantees and the problem was caused by misuse, improper storage or another matter for which Zeroply PTY LTD is not responsible, you may be responsible for reasonable return or redelivery costs where permitted by law and disclosed to you.

16. Original packaging

Where reasonably possible, please retain and return the product’s original packaging, labels and included materials.

A failure to retain the original packaging does not automatically remove your rights under the ACL. We will not refuse an otherwise valid consumer-guarantee claim solely because the original packaging is unavailable.

17. Refunds

Where you are entitled to a refund under the ACL:

• The refund will generally be for the amount paid for the affected product;
• It will ordinarily be returned using the original payment method where reasonably possible;
• We will not require you to accept store credit instead of a refund where the ACL gives you the right to choose a refund; and
• We will process the refund within a reasonable time after approving the claim.

Processing times imposed by banks or payment providers are outside our direct control.

18. Delivery charges

Original delivery charges are not refundable for an ordinary change-of-mind request.

Where a product fails to comply with a consumer guarantee, we will refund or reimburse delivery charges to the extent required by the ACL, including reasonable costs associated with returning the affected product.

19. Sale and promotional products

Sale, discounted and promotional products remain covered by the consumer guarantees.

We do not provide change-of-mind returns merely because a product was purchased at a discounted price. However, discounted products may still qualify for a remedy where they fail to comply with a consumer guarantee.

You may not be entitled to a remedy for a defect that was specifically disclosed to you before purchase and was the reason the product was discounted. This does not affect your rights concerning a different, undisclosed problem.

20. Cancellations before dispatch

If you wish to cancel or change an order, contact us immediately at info@zeroply.com.au.

We will attempt to accommodate your request, but we cannot guarantee cancellation or amendment after an order has entered processing or has been dispatched.

If we agree to cancel an order before dispatch, we will refund the relevant amount using the original payment method.

21. Returns sent without authorisation

Please contact us before sending a product back.

This allows us to confirm the appropriate return address, issue any required return instructions and determine whether photographs or other information may resolve the matter without a return.

Sending a product without contacting us first does not remove your rights under the ACL, but Zeroply is not responsible for avoidable loss or additional costs caused by using an incorrect address or unreasonable return method.

22. Contact us

For returns, refunds, incorrect orders or consumer-guarantee claims, contact:

ZEROPLY PTY LTD
ABN 75 698 579 494
Email: info@zeroply.com.au

Please include your order number and a clear description of the issue.

23. Governing law

This Policy is governed by the laws of Australia, including the Australian Consumer Law, and the laws of the Australian state or territory that apply to the transaction.

The parties submit to the courts and tribunals with jurisdiction over the dispute. Nothing in this Policy limits any right you have to commence proceedings or make a complaint in a jurisdiction available under applicable law.