Returns & Money-Back Guarantee

What to do if something goes wrong with your order, and how our 30-day Money-Back Guarantee works.

Last updated: 10 October 2026

Contact us

For a damaged parcel, incorrect item, refund request or Money-Back Guarantee enquiry, email info@optivance.com.au.

Please include:

• Your order number.
• Your full name and the email address used at checkout.
• A short description of the issue.
• Photos of the product, packaging and shipping label, where relevant.

We may request additional information to help resolve your enquiry.

For delivery charges and estimated delivery times, please see our Shipping Policy.

Returns Policy

Because Optivance products are consumable nutrition products, we do not generally accept change-of-mind returns. This does not affect our Money-Back Guarantee or your rights under Australian Consumer Law.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If a product is damaged, faulty or incorrect, contact us as soon as possible with your order number and details of the issue.

For affected items, we offer your choice of:

• A replacement; or
• A refund.

For safety and hygiene reasons, you do not need to return the affected nutrition product. We may request photos of the product and packaging to assess the issue.

Refund processing

Approved refunds are returned to your original payment method. Your bank or payment provider may take additional time to process the refund.

30-day Money-Back Guarantee

We want you to feel confident trying Optivance. If you try an Optivance nutrition product for the first time and are not satisfied, contact us within 30 days of delivery.

What the guarantee covers

The guarantee covers one pouch or one sachet pack from your first order, once per customer or household.

If you purchased a bundle or multiple packs, only one eligible pouch or sachet pack is covered. We refund the amount actually paid for that item, allowing for any applicable discount. For bundles, the refund reflects the eligible item’s share of the discounted bundle price.

Other products, accessories and delivery charges are not automatically covered. We may offer additional refunds on a case-by-case basis.

How to request a refund

Email info@optivance.com.au within 30 days of delivery and include:

• Your order number.
• Your full name and the email address used at checkout.
• The product you tried.
• A brief explanation of why it did not suit you.

You do not need to return the remaining product. We may request photos of the packaging and remaining contents, or additional details to confirm your purchase and assess your request.

Conditions

The guarantee is intended for genuine first-time trials. It does not cover:

• Change of mind without trying the product.
• Additional pouches, sachet packs or products beyond the one eligible item.
• Problems caused by incorrect storage, misuse or use contrary to label directions.

These conditions apply only to our voluntary Money-Back Guarantee and do not limit your rights under Australian Consumer Law.

How guarantee refunds work

Approved refunds cover the amount paid for the eligible pouch or sachet pack and are returned to your original payment method.

Original delivery charges are generally excluded, although we may refund them on a case-by-case basis. This exclusion does not apply where a refund is required under Australian Consumer Law.

Your rights under Australian Consumer Law

Our Money-Back Guarantee is additional to your rights 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

The 30-day deadline and first-order restrictions apply only to our voluntary Money-Back Guarantee. They do not limit your statutory rights.