Refund policy

Nutrition Lab Sciences Pty Ltd
Last updated: 25 June 2026

Overview

We comply with the Australian Consumer Law (ACL). If your product is faulty, not as described, or otherwise fails to meet a consumer guarantee, you are entitled to a repair, replacement, or refund.

Essentbio® Daily Capsules are a premium complementary medicine / nutritional product designed to support general health and wellbeing. However, individual experiences may vary due to differences in overall health, lifestyle, diet, and individual physiology. For this reason, we do not offer refunds on the basis of a lack of perceived results.

A variety of factors can influence how individuals respond to nutritional supplementation and support, including but not limited to:

  • Individual state of health

  • Genetic and metabolic factors

  • Lifestyle habits, including stress, sleep, and activity

  • Dietary patterns and nutrient intake

  • Digestive health

  • Medication use

  • Consistency of use

  • Environmental factors

  • Timeframe of use, as benefits may require weeks or months of consistent intake

Section 1 – Refund eligibility

We will offer a refund or replacement if:

  • The product is faulty, damaged, or significantly not as described.

  • We fail to deliver due to our error.

We do not offer refunds for:

  • Change of mind, except where required by applicable law.

  • Customs refusal, delay, seizure, destruction, or refusal of entry outside our control.

  • Delays caused by couriers, customs authorities, border authorities, or events outside our control.

  • Lack of perceived results for the reasons listed above.

This policy does not limit any rights you may have under the Australian Consumer Law or any other non-excludable consumer law that applies to your purchase.

Section 1A – Launch batch orders and pre-dispatch orders

When Essentbio® Daily Capsules are listed as In Production, Pre-Order, Launch Batch, or similar, your purchase may be treated as an advance order for the current production or fulfillment batch.

  • Estimated dispatch timeframes will be stated on the product page, checkout, or in order communications where applicable.

  • Once your order is placed during an in-production or launch-batch phase, we begin allocating inventory, production capacity, packaging, and fulfilment resources. For this reason, we do not accept cancellations, order changes, or refunds for change of mind while the batch is being prepared, except where required by law.

  • Subscription billing and renewal dates may be aligned to the dispatch schedule where required during launch or production-batch fulfilment.

  • To support customs, personal-use limits, and fulfilment accuracy, orders may be limited to a maximum of three jars per shipment unless otherwise stated.

  • Your ACL rights remain. If your product is faulty, damaged, or not as described when supplied, you remain entitled to a remedy.

Section 2 – Refund process

  • Contact us at help@nutritionlab.com with your order details and reason for the request within 14 days of delivery, or as soon as reasonably possible where the issue relates to faulty, damaged, or incorrect goods.

  • For EU customers, please also refer to our Contact Information and EU consumer rights information.

  • Provide photographic evidence where applicable.

  • If approved, refunds will be processed to your original payment method in the original transaction currency, where supported by our payment provider. Currency conversion differences may occur and are outside our control.

Section 3 – Subscription cancellations

  • You may cancel, pause, reschedule, or update your subscription through your account portal where those options are available.

  • Changes must be made before the next renewal is processed. Once a subscription renewal has been processed and the order has entered fulfilment, it may not be possible to cancel or amend that shipment.

  • No partial refunds are provided for unused portions of a billing cycle, except where required by law.

Section 4 – Non-refundable costs

  • Shipping fees are non-refundable unless the issue is due to our error or where a refund is required by applicable law.

  • For supported launch destinations, shipping and checkout charges are intended to be duties-and-taxes-paid, with no additional payment required from the customer for applicable import duties, taxes, tariffs, or standard customs clearance charges connected with that order.

  • If a carrier, customs broker, postal provider, or customs authority contacts you requesting payment for duties, taxes, tariffs, or standard clearance charges on a DDP order, please contact us at help@nutritionlab.com before making payment so we can review the request.

  • Any voluntary payments made by the customer without first contacting us may not be refundable by Nutrition Lab Sciences if the payment was made directly to a third party and cannot be recovered.

Section 5 – Customs refusals and seizures

  • Customs and border authorities in each destination country regulate the import of complementary medicines, supplements, nutritional products, food supplements, natural health products, and similar products.

  • During launch, Essentbio® Daily Capsules may be supplied internationally using the Australian label and packaging while destination-specific labels are developed where required or commercially appropriate.

  • We may structure international orders around personal-use quantities of one to three jars per shipment where available. Final import clearance is determined by the destination country and remains outside our control.

  • We do not provide refunds or replacements for orders that are refused, delayed, held, seized, destroyed, or returned by customs or border authorities for reasons outside our control, unless the goods are successfully returned to us in saleable condition and a refund is approved in accordance with this policy. This does not limit any remedy you may be entitled to where the issue is caused by our error or where required by applicable law.

  • Customers are encouraged to familiarise themselves with local import rules before placing an order.

Section 6 – Contact information

Nutrition Lab Sciences Pty Ltd
Level 8, Tower 1, 1341 Dandenong Road, Chadstone, VIC 3148, Australia
Email: help@nutritionlab.com
Phone: +61 3 7037 0001
ACN: 681 805 569