Return Policy
Effective date: 20 March 2026
Merchant: Spinessplantis, Dining Precinct, Shop 403, Australia Square, level 4/264 George St, Sydney NSW 2000, Australia
Contact: community@spinessplantis.world · +61 2 9299 2858
1. Overview
This Return Policy explains how to return EvenVior and related products purchased from our Site, the time limits that apply, condition requirements, refund methods, and how Australian Consumer Law ("ACL") interacts with voluntary change-of-mind rights. If anything here conflicts with a non-excludable ACL right, the ACL prevails.
2. Change-of-mind returns (voluntary policy)
We offer a voluntary change-of-mind return for sealed, unused Products within fourteen calendar days of delivery to your address, provided all of the following are met:
- The Product is in original, unopened packaging with tamper seals intact where fitted.
- You supply proof of purchase such as an order number and the email used at checkout.
- The return is initiated by contacting community@spinessplantis.world with your details before sending goods back.
- The Product is not listed as non-returnable in section 4.
Change-of-mind refunds exclude original shipping charges unless required by law or expressly stated at checkout. Return shipping costs are generally your responsibility unless we sent the wrong item or the Product is faulty. We recommend tracked postage because risk of loss during return transit remains with you until we confirm receipt at our returns facility.
Refunds are processed to the original payment method within ten business days of receiving and inspecting the return, subject to bank processing times.
3. Faulty or not as described
If a Product has a major failure as defined under the ACL, you may choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss. A major failure includes situations where the Product is unsafe, significantly different from the description, or substantially unfit for a purpose you told us about and cannot be remedied within a reasonable time.
If the failure is not major, we may choose to repair or replace the Product within a reasonable time. If repair or replacement is not possible within a reasonable time, you may receive a refund.
Contact us with photographs of the issue, batch code if visible, and your order details. Do not discard faulty items until we advise, as carriers may require inspection.
4. Non-returnable items
For hygiene and safety reasons, opened food supplements where the seal has been broken are not eligible for change-of-mind returns unless they are faulty or misdescribed. Gift cards, promotional items marked as final sale, and personalised items are also excluded from voluntary change-of-mind returns.
5. Wrong item or shipping damage
If you receive the wrong Product or the parcel arrives damaged, notify us within forty-eight hours of delivery with photos of the outer carton and inner contents. We will arrange return labels where appropriate and send a replacement or refund, including reasonable shipping costs we caused.
6. International orders
If we enable shipping outside Australia in future, returns may be subject to customs duties and longer processing times. This section will be updated with region-specific instructions. Until then, assume Australian addresses only unless checkout states otherwise.
7. Exchanges
We do not guarantee direct exchanges for different flavours or variants if SKU differences are introduced later. Where exchanges are available, they are treated as a return plus a new order or a single consolidated shipment arranged by support.
8. Chargebacks
If you initiate a chargeback while a return is in transit, processing may be paused until the dispute is resolved. We prefer to resolve issues directly via community@spinessplantis.world.
9. Record keeping
We retain return records, correspondence, and refund logs for audit, fraud prevention, and legal compliance for at least seven Australian financial years unless a longer period applies.
10. How to start a return
- Email community@spinessplantis.world with subject line "Return request" and include your order number, items, and reason.
- Wait for written authorisation and any return merchandise authorisation code.
- Pack items securely with padding; include a copy of your authorisation email inside the parcel.
- Ship to the returns address we provide, which may differ from our retail office address.
- Retain tracking information until the refund or replacement is complete.
11. Contact and complaints
If you are unhappy with our handling of a return, escalate in writing to the same email with "Complaint" in the subject line. You may also contact the ACCC or your state fair trading agency for guidance on ACL rights.
12. Refund method and timing
Approved refunds are credited to the original payment instrument. If that card expired, we may require updated payment details subject to fraud checks. Partial refunds may apply when bundles or promotions were applied and only part of the order is returned. Store credit may be offered where you agree in writing as an alternative to a card refund.
Business-day counts exclude Australian public holidays observed in New South Wales and weekends. Banks may take additional days to post credits; those timelines are outside our control.
13. Statutory warranties and business guarantees compared
The voluntary fourteen-day change-of-mind policy is narrower than ACL remedies. For example, ACL rights may continue beyond fourteen days when a latent defect appears after opening, or when a good fails to meet consumer guarantees within a reasonable period after supply. Nothing in this Policy limits those rights.
If you are unsure whether your situation is a change-of-mind return or a consumer guarantee claim, describe the facts in your email and we will classify the ticket accordingly.
14. Environmental handling of disposed goods
Faulty goods we ask you to discard locally should be disposed of according to council guidance for household waste. Do not flush capsules or empty bottles into water systems if local rules prohibit it. Recycle cardboard where facilities exist.
15. Gift orders
If you received EvenVior as a gift, the original purchaser’s order number may be required for verification. Refunds for gift returns may be issued as store credit to the recipient when the purchaser cannot be refunded directly and all parties consent in writing.
16. Updates
We may amend this Policy to reflect operational changes or regulatory guidance. The effective date will update and prior purchases remain governed by the Policy version in force at purchase unless law requires otherwise.