Refund policy
Returns (Money-Back Guarantee):
These terms are subject to the Australian Competition and Consumer Act 2010 (Australian Consumer Law). The benefits provided in our policy are in addition to other rights and remedies of a consumer under the Australian Consumer Law.
My Way Up is not liable for any goods lost or damaged by Australia Post, or any other third party postage carriers.
We stand by our products and ensure thorough testing and quality control. If you are not satisfied with your first purchase from our website, you may request a return for a product credit or refund within 30 days of purchase (minus shipping fees, import taxes, or duties).
- You must return the product to receive a refund.
- Only first time orders of products are eligible for returns. Subsequent orders of the same product do not qualify for a return.
- If you purchased more than a 30-day supply of a product, all additional jars must be unopened and returned to qualify for a refund. Refunds are only issued for sealed and unused products in good condition.
- You must return the product at your own expense. Once we receive and inspect the returned item, we will process your refund within 14 days of delivery.
To arrange a return for a refund or product credit, please contact us at hello@mywayup.com, following our Fair Use Policy
Fair Use: We recognise that while our products work well for many, they may not suit everyone due to individual differences. Some products provide quicker results, while others may take longer. If you wish to return a product, our gut health consultants may suggest continuing use for longer. Remember, if symptoms persist, it’s always best to consult your healthcare provider.
Request Period: Return requests must be submitted within 30 days of purchase. Please contact our support team at hello@mywayup.com to arrange the return of any products to our facility.
Incorrect Address: Please carefully check the shipping address you submit to us. If you have accidentally entered an incorrect address, please reach out to hello@mywayup.com as quickly as possible and we will try to change the address.
My Way Up® is not responsible for incorrect address submissions and the subsequent loss of the package and products. We will offer to reship your products at a heavily reduced fee of AUD $25 for orders under AUD $100 and AUD $50 for orders over AUD $100. This offer does not extend to customers outside of AU/NZ.
Other returns: in the event that a product arrives damaged, or faulty, please contact us at hello@mywayup.com to assess any damage or fault and to work on a solution. You may be requested to provide a photograph of your item/s and /or delivery package to aid a speedy resolution. We will provide you with an exchange, repair or refund (as applicable).
Verification: My Way Up® reserves the right to verify information, require valid proof of purchase, and deny guarantee requests in cases of suspected fraud or abuse of the Satisfaction Guarantee.
ProGut™: Microbiome maps are not covered by the Satisfaction Guarantee.
Subscriptions: Subscriptions are a great way to get your My Way Up® products delivered without on autopilot, at a discount. You are in complete control over your subscription, including when and if you'd like to cancel. We send a reminder 48 hours before your next shipment date is due to leave our facility. If you fail to cancel your subscription, My Way Up® will not accept returns for these items.
International taxes & duties: All orders are shipped from our facility in Sydney, Australia. Some countries apply taxes to international sales. It's your responsibility to check to see if there are any additional taxes in your country, and to pay them.
