Returns & Refunds Policy — Complete Regenesis (Australia)

Effective date: [DD Month YYYY]
Business name: Complete Regenesis (ABN: [## ### ### ###])
Contact: [support@completeregenesis.com] | [phone] | Returns address: [Street, Suburb, State, Postcode]

1) Australian Consumer Law (ACL)

Our goods and services come with guarantees that cannot be excluded under the ACL. If a product or service fails to meet a consumer guarantee, you’re entitled to an appropriate remedy (repair, replacement, refund, or cancellation/compensation, depending on the issue). These rights apply in addition to this Policy.

2) What this Policy covers

• Physical Products: apparel, accessories, training tools/equipment sold by Complete Regenesis.
• Digital Products: online programs, downloads, access codes, or memberships we sell directly.
• Services: coaching sessions, consultations, events/workshops run by Complete Regenesis.

3) Change-of-mind returns (our voluntary policy)

For eligible physical products, we accept change-of-mind returns within 30 days of delivery if items are unused, unwashed, in original packaging with tags, and you provide proof of purchase.
Remedy: exchange or store credit (refunds are provided where required by law).
Exclusions: gift cards, perishable/health items once opened, customised items, and digital products once accessed/downloaded.
Return shipping: customer pays for change-of-mind returns.

We’re not required by law to accept change-of-mind returns; this is our goodwill policy.

4) Faulty, damaged, or misdescribed items

If your item is faulty, damaged, unsafe, doesn’t match description, or isn’t fit for purpose, contact us promptly with your order number and photos/video.

• Major failure: you choose refund or replacement.
• Minor problem: we will repair or replace within a reasonable time.
• Postage: we cover reasonable return shipping for faulty items.
  We won’t direct you to the manufacturer — we’ll manage your remedy with you.

5) Digital products & online programs

Because access is instantaneous, change-of-mind refunds aren’t available once content is accessed/downloaded. If your digital product doesn’t function as described or access fails due to our systems, we’ll remedy by re-supplying, replacing, or refunding as appropriate under the ACL.

6) Services: coaching, sessions, workshops

We supply services with due care and skill and within a reasonable time.

• If there’s a major problem, you can cancel and receive a refund for the unused portion (or compensation for reduced value).
• For other issues, we’ll fix the problem within a reasonable time; if not, you may cancel and receive a refund for the unused portion.

Appointments & cancellations (coaching/sessions)

• Rescheduling notice: at least [24/48] hours before your booking.
• Late cancellations/no-shows: a [50–100]% fee may apply (does not limit your ACL rights).

Events & workshops

• Change-of-mind: tickets are transferable but non-refundable after purchase unless required by law.
• Event changes: if an event is cancelled or substantially changed, we’ll offer a transfer or refund.

7) How to start a return

1. Email [support@completeregenesis.com] with order number, photos/video (if faulty), and a brief description.
2. We’ll reply with next steps and a Return Authorisation (RA) and return address if applicable.
3. Pack items securely; include the RA inside the parcel.
4. Keep your postage receipt and tracking number.

8) Refunds — method & timing

Approved refunds are processed to the original payment method within 5–10 business days after we receive and inspect your return (or once we confirm a major failure where a return isn’t required). Bank processing times may vary.

9) Non-returnable items

• Gift cards and activated/downloaded digital products (unless faulty under the ACL).
• Personalised/made-to-order items (unless faulty).

10) Sale/discounted items

ACL remedies apply if an item is faulty or misdescribed. For change-of-mind, sale items may be excluded or credited at the amount paid.

11) Shipping issues & wrong address

If a parcel returns to us due to an incorrect or undeliverable address entered at checkout, we can reship once re-delivery costs are paid. If a carrier loses a parcel, we’ll assist with an investigation and provide remedies consistent with the ACL.

12) International customers

Your local consumer laws may also apply. For Australian customers, ACL rights apply regardless of anything stated elsewhere in this Policy.

13) Updates to this Policy

We may update this Policy from time to time. The version on this page at the time of purchase applies, subject to your ACL rights.