Refund policy

Nutrition Lab Sciences Pty Ltd
Last updated: 15 August 2025

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 is a premium 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 (stress, sleep, activity)

  • Dietary patterns and nutrient intake

  • Digestive health

  • Medication use

  • Consistency of use

  • Environmental factors

  • Timeframe of use (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.

  • Customs refusal or seizure.

  • Delays caused by couriers or customs authorities.

  • Lack of perceived results for the reasons listed above.

  • Failure to pay import duties, taxes, clearance fees, or courier clearance fees, resulting in the order being delayed, returned, or destroyed by customs.

Section 1A – Production batch orders (pre-dispatch)

When a product is listed as In Production, your purchase is treated as an advance order for the current production batch.

  • Estimated dispatch: Approx. 4 weeks from purchase (unless otherwise stated on the product page/checkout).

  • No change-of-mind cancellations: Once your order is placed during the In Production phase, we begin allocating inventory and production capacity. For this reason, we do not accept cancellations, order changes, or refunds for change of mind while the batch is in production.

  • Subscription timing: Subscription billing and renewal dates automatically align to the dispatch schedule.

  • One subscription per order: To ensure dispatch alignment and fulfilment accuracy, only one subscription can be purchased per order.

  • Your ACL rights remain: This policy does not limit your rights under the Australian Consumer Law. 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. For EU customers please click here.

  • Provide photographic evidence where applicable.

  • If approved, refunds will be processed in USD to your original payment method within 7–10 business days. Currency conversion differences may occur.

Section 3 – Subscription cancellations

  • You may cancel your subscription at any time via your account portal.

  • Cancellations take effect at the end of the current billing cycle. No partial refunds for unused portions of the cycle.

Section 4 – Non-refundable costs

  • Shipping fees are non-refundable unless the issue is due to our error.

  • Taxes, duties, and other landing costs are non-refundable.

Section 5 - Customs Refusals & Seizures

  • Customs authorities in each destination country regulate the import of nutritional products and supplements. While we take care to ensure compliance, final clearance is determined by local customs, and this is outside our control.

  • We ship all products internationally in line with Australian standards (FSANZ compliant) and declare them under personal use allowances where applicable.

  • We do not provide refunds or replacements for orders that are refused, delayed, or seized by customs, unless the goods are successfully returned to us in saleable condition.

  • Customers are encouraged to inform themselves of local import regulations prior to purchase.

Section 6 – Contact information

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