Refund policy

Nutrition Lab Sciences Pty Ltd
Last updated: 13 August 2026

Overview

Nutrition Lab Sciences Pty Ltd complies with the Australian Consumer Law (ACL) and other mandatory consumer protection laws that apply to your purchase.

Nothing in this Return and Refund Policy excludes, restricts, or modifies any consumer guarantee, statutory right, or remedy that cannot lawfully be excluded, restricted, or modified.

Essentbio® Daily Capsules are designed to support general health and wellbeing. Individual experiences may vary due to differences in health, physiology, diet, lifestyle, medication use, consistency of use, and other individual factors. Except where required by applicable law, we do not provide refunds solely because a customer does not experience a particular or expected result.

Section 1 – Faulty, damaged, incorrect, or non-conforming goods

If your product is faulty, damaged, materially not as described, incorrect, or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy under applicable law.

Depending on the circumstances and applicable law, this may include a replacement, refund, or other legally required remedy.

Please contact us as soon as reasonably possible at help@nutritionlab.com and provide your order number, details of the issue, and photographs or other reasonable supporting evidence where relevant.

We do not impose an arbitrary reporting deadline on rights relating to faulty, damaged, incorrect, or non-conforming goods where a longer right or remedy applies under law.

Section 2 – Change of mind

Except where a statutory right of withdrawal, cancellation, or return applies, we do not generally offer change-of-mind refunds after an order has been dispatched.

This does not affect any mandatory consumer rights that apply in your country or region.

Section 3 – Pre-orders, Founding Release, and pre-dispatch cancellations

Essentbio® Daily Capsules may from time to time be offered as a pre-order, Founding Release order, launch-batch order, in-production order, or other advance order.

Current estimated dispatch timeframes are displayed on the product page and may also be provided at checkout, in your order confirmation, or in subsequent order communications.

  • Advance orders retain their place in the applicable production and fulfilment queue and are fulfilled progressively.
  • You may request cancellation of an advance order before it has entered final fulfilment or been dispatched.
  • If an order has already been picked, packed, transferred to a fulfilment partner, or handed to a carrier, cancellation may no longer be operationally possible.
  • If we materially change an estimated dispatch timeframe, we will provide any notice, cancellation option, refund, or other remedy required by applicable law.
  • Orders may be limited to a maximum of three jars per shipment to support personal-use quantities, customs clearance, and fulfilment accuracy.

Section 4 – European Union and United Kingdom withdrawal rights

If you are an eligible consumer in the European Union or United Kingdom purchasing online, you may have a statutory right to withdraw from your purchase within 14 days after receiving the goods without giving a reason, subject to applicable exceptions.

Essentbio® Daily Capsules are supplied in sealed packaging. Where the applicable health protection or hygiene exception applies, the statutory change-of-mind withdrawal right may cease once the relevant product seal has been broken after delivery.

This exception does not affect your rights where goods are faulty, damaged, incorrect, not as described, or otherwise fail to conform to applicable consumer law.

To exercise an applicable statutory right of withdrawal, provide us with a clear statement of your decision to withdraw by contacting help@nutritionlab.com, using the model withdrawal form in our Contact Information, or using the online withdrawal function provided through our website where applicable.

Where a valid statutory withdrawal applies:

  • You must return the goods in accordance with the return instructions we provide.
  • You are responsible for the direct cost of returning the goods where applicable law permits us to require this, unless we agree otherwise.
  • We will reimburse the amounts required by applicable law, including the cost of our least expensive standard outbound delivery option where legally required.
  • We may withhold reimbursement until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.
  • Any supplementary delivery cost resulting from your selection of a delivery method more expensive than our least expensive standard delivery option does not need to be reimbursed where permitted by law.
  • You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods, subject to applicable law.

Please contact us before returning any product so we can provide the correct return address and instructions.

Section 5 – Refund process

To request a refund, replacement, cancellation, withdrawal, or other remedy, contact help@nutritionlab.com and provide:

  • Your order number;
  • Your full name and the email address associated with the order;
  • The reason for your request; and
  • Photographic or other reasonable supporting evidence where relevant.

If a refund is approved or required, it will generally be processed using the original payment method and original transaction currency where supported by our payment provider.

Currency conversion differences, foreign exchange movements, and fees imposed independently by your bank, card issuer, or payment provider are outside our control.

Refund processing times after approval may vary depending on the payment method, payment provider, and financial institution.

Section 6 – Subscription orders

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

Cancellation of a subscription stops future renewals. It does not automatically cancel or refund an order that has already been processed or entered fulfilment.

To help ensure a subscription change takes effect before the next renewal, we recommend making changes at least three days before the scheduled billing date.

If a renewal has already been processed, any request relating to cancellation, refund, return, or withdrawal of that order will be handled under this Return and Refund Policy and any mandatory consumer rights that apply.

Section 7 – Shipping, duties, and taxes

For supported international destinations, orders are intended to be supplied on a duties-and-taxes-paid basis where indicated at checkout.

Applicable import duties, tariffs, import taxes, import VAT, and standard customs clearance charges connected with the supported shipment are intended to be included in the amount collected through checkout.

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

Amounts voluntarily paid directly to a third party without first allowing us a reasonable opportunity to review the request may not be recoverable by Nutrition Lab Sciences where the payment cannot be reversed or recovered. This does not limit any right you may have under applicable law.

Section 8 – Customs, border, and delivery issues

Customs and border authorities retain final authority over the inspection, admission, clearance, delay, refusal, return, seizure, or other treatment of goods entering their jurisdiction.

If an order is affected by customs or a border authority, we will assess the circumstances, including:

  • The reason given by the relevant authority;
  • Whether accurate customer information was provided;
  • Whether the customer reasonably cooperated with legitimate customs or carrier requests;
  • Whether the issue resulted from our documentation, fulfilment, or other error; and
  • Any mandatory consumer rights that apply.

There is no automatic entitlement to a refund where a customs or delivery issue results from inaccurate information supplied by the customer, refusal to cooperate with reasonable clearance requirements, unlawful conduct, or another circumstance outside our reasonable control.

Where the issue results from our error, or where a refund, replacement, or other remedy is required by applicable law, we will provide the appropriate remedy.

Section 9 – Global Nutrition Initiative

Eligible purchases may generate an allocation under the Nutrition Lab Sciences Global Nutrition Initiative in accordance with the current campaign methodology described on our Impact page.

These allocations are made by Nutrition Lab Sciences and are not charitable donations made by the customer and are not represented as tax-deductible gifts.

If an eligible purchase is subsequently cancelled, refunded, reversed, charged back, or otherwise becomes ineligible, the corresponding Impact Access Reserve allocation may also be reversed or removed from applicable campaign reporting.

Any such adjustment does not reduce or otherwise affect any refund or consumer remedy to which the customer is entitled.

Section 10 – Contact information

Nutrition Lab Sciences Pty Ltd
ABN: 83 681 805 569
ACN: 681 805 569
Level 8, Tower 1, 1341 Dandenong Road
Chadstone, Victoria 3148, Australia
Email: help@nutritionlab.com
Phone: +61 3 7037 0001