Refund policy

HRVfit — Returns & Refunds Policy

Last updated: 23/09/2025

We want you to be happy with your purchase. If something’s not right, we’ll sort it out quickly and fairly. This policy explains how returns, exchanges and refunds work for physical products, digital programs, and coaching/services bought from HRVfit.

1) Your rights under Australian Consumer Law (ACL)

You’re entitled to a repair, replacement or refund if a product or service is faulty, not fit for purpose, or doesn’t match the description. Nothing in this policy limits your rights under the ACL.

2) Change-of-mind returns (physical products)

  • Window: 30 days from delivery.

  • Condition: Unused, unwashed, in original packaging with tags/labels.

  • What you get: Your choice of refund (to original payment method) or store credit.

  • Shipping: You cover return shipping. We recommend a tracked service.

Exclusions (change-of-mind):

  • Clearance/Final sale items (marked as such at checkout)

  • Hygiene-sensitive items (e.g., bottles, mouthguards) once opened

  • Custom or personalised items

3) Faulty, damaged or incorrect items (physical products)

If your order arrives damaged, defective, or not as ordered, we’ll make it right.

  • Tell us within: 7 days of delivery for transit damage/incorrect items (faults can be raised within a reasonable time).

  • What we need: Order number, photos and a brief description.

  • We cover: Return shipping on approved claims.

  • Remedy: Repair, replacement or refund as required by the ACL.

4) Digital products & programs (e.g., downloads, app access, training plans)

  • Instant-access items: Once accessed/downloaded, change-of-mind refunds aren’t available.

  • Access issues or faults: If you can’t access what you purchased, or content is defective/misdescribed, contact us and we’ll fix access, replace the file, or refund as appropriate under the ACL.

  • Trials & promos: If we advertise a trial or specific guarantee, those terms apply in addition to the ACL.

5) Coaching, courses & services

  • Cancellations/rescheduling: Please give 24 hours’ notice to reschedule a session. Late cancellations or no-shows may be charged.

  • Program start dates: For multi-week programs, you can request a refund before the program starts (less any non-refundable processing fees clearly noted at purchase).

  • Service issues: If a service doesn’t meet the guarantees under the ACL (due care and skill, fit for purpose), we’ll remedy it—this may include re-delivery of the service or a refund.

6) How to start a return

  1. Email: hrvfitness@gmail.com with your order number, reason and photos (if relevant).

  2. We’ll reply with return instructions and, if approved, a Return Authorisation (RMA) and address.

  3. Pack securely and include your RMA inside the parcel.

  4. Keep your tracking receipt until we confirm your refund or exchange.

7) Refunds — how and when

  • Method: Original payment method only (or store credit if you prefer).

  • Timing: We process within 3–5 business days of receiving and inspecting your return. Your bank may take a little longer to post it.

  • Partial refunds: If packaging is missing or the item shows signs of use, we may offer a partial refund or store credit (change-of-mind returns only).

8) Exchanges

  • Stock permitting, we’re happy to exchange sizes/variants on physical products.

  • If the exchange item isn’t available, we’ll refund or issue store credit.

9) Shipping costs & responsibility

  • Change-of-mind: You pay return postage.

  • Faulty/incorrect: We cover reasonable return postage once approved.

  • You’re responsible for the item until it reaches us—please use tracked shipping.

10) Warranties

Manufacturer warranties (if applicable) run alongside your ACL rights. We’ll help you with any warranty claims—just reach out with your order details.

11) Contact us

  • Email: hrvfitness@gmail.com

  • Subject line: Return/Refund – Order {{#}}

  • Address for returns: Provided with your RMA