Returns, Refunds & Free Gift FAQs

We want you to feel confident shopping with Top Athlete. Below you’ll find answers to common questions about returns, exchanges, cancellations and free gifts.

Returns & Exchanges

Can I return a product if I change my mind?

We accept change-of-mind returns on eligible unopened supplements, excluding sample packs. Products must be unused, sealed and in their original condition.

Please contact sales@topathlete.com.au with your order number before sending anything back. Our team will provide return instructions.

Separate conditions apply to apparel, as outlined below.

Can I return an opened product?

For food safety reasons, we do not accept change-of-mind returns or flavour exchanges on opened supplements or products with broken seals.

If you believe a product is faulty, damaged or otherwise does not meet consumer guarantees, please contact us so we can assess the issue. Opening a product does not remove your rights under Australian Consumer Law.

What if I don’t like the flavour?

Taste preferences vary, so we recommend trying a sample pack or 10-serve pack, where available, before purchasing a larger size.

We cannot accept an opened product for return simply because you dislike the flavour. Eligible unopened products may be returned or exchanged under this policy.

What fees apply to a change-of-mind refund?

For approved change-of-mind returns:

• You are responsible for return shipping costs.

• Original shipping charges are non-refundable.

• If your order received free shipping, a flat $15 shipping charge will be deducted from your refund.

• Payments made by credit card, debit card or PayPal attract a 5% deduction for processing and restocking costs.

• Payments made through Afterpay attract a 10% deduction.

These deductions do not apply to remedies you are entitled to under Australian Consumer Law.

Can I exchange an unopened product for another flavour?

Yes. Please contact us first to arrange the exchange.

Products must be unopened, unused and in their original condition. You are responsible for return shipping and the cost of shipping the replacement. We’ll confirm the replacement shipping charge based on the shipment’s size and weight before proceeding.

Can I return sample packs?

Sample packs are not eligible for change-of-mind returns, refunds or exchanges.

This does not affect your rights if a product is faulty, damaged or otherwise does not meet consumer guarantees.

Can I return or exchange apparel?

Outside sale events, you may request an apparel return for store credit, or an exchange for another size or item, within 7 days of receiving your order.

Items must be unworn, unused, in their original condition and have all original tags attached.

We do not offer change-of-mind refunds on apparel. You are responsible for return shipping and any shipping costs for replacement items.

Can I return apparel purchased during a sale?

Apparel purchased during sale events, including Black Friday and Boxing Day, is final sale for change-of-mind purposes. We do not offer change-of-mind returns, store credit, size changes or exchanges on these purchases.

Your rights for faulty, damaged or incorrectly supplied items still apply.

Do you accept international returns?

We do not offer change-of-mind returns or exchanges on international orders.

If your order arrives damaged, contains an incorrect item or has a product fault, please contact us so we can assess the issue and arrange an appropriate resolution under applicable consumer law.

Order Changes & Cancellations

Can I change my order or delivery address?

Please email sales@topathlete.com.au as soon as possible with your order number and the requested change.

We process orders quickly, so changes cannot be guaranteed. Once an order has been dispatched, we may be unable to change its contents or delivery address.

Can I cancel my order before dispatch?

Please contact us as soon as possible. Cancellation is only confirmed once our team has advised that it was successful.

For customer-requested change-of-mind cancellations successfully processed before dispatch:

• Credit card, debit card and PayPal payments attract a 5% deduction.

• Afterpay payments attract a 10% deduction.

The remaining amount will be refunded to your original payment method. These deductions do not apply where you have a legal entitlement to a refund.

What happens if an order is flagged as potentially fraudulent?

We may pause an order while we verify payment or order details. If an order is cancelled, any refund will be handled through the original payment provider in accordance with applicable requirements.

Damaged, Incorrect or Missing Items

What should I do if my order arrives damaged or contains the wrong item?

Please inspect your order when it arrives and contact us as soon as possible, preferably within 24 hours, with:

• Your order number.

• A description of the issue.

• Photos of the affected products, shipping label and outer packaging.

Prompt reporting helps us investigate and lodge any courier claim. Reporting after 24 hours does not automatically remove your rights under Australian Consumer Law.

Please retain the products and packaging while we assess the issue. Do not consume a product if its seal is damaged or you believe it may be unsafe.

What if an item is missing from my delivery?

Check your order confirmation and any dispatch emails first. Some orders may be sent in separate parcels that arrive at different times.

If a purchased item is still missing, email us with your order number and photos of the items and packaging received.

For missing free gifts, please see the free gift FAQs below.

Tracking says delivered, but I can’t find my parcel. What should I do?

Check your safe-drop locations, mailbox, building reception and with other household members or neighbours.

If you still cannot locate the parcel, contact us with your order number so we can help investigate with the delivery provider.

Free Gifts

How do I claim my free gift?

If your order qualifies, select your free gift from the available options in your cart before completing checkout.

It is your responsibility to add the gift. Your selected gift will appear in your order confirmation email.

My free gift isn’t listed in my confirmation email. Was it selected?

If the gift does not appear in your order confirmation, it was not successfully added to your order.

Our packing team will aim to include a complimentary gift where possible if none was selected, but this cannot be guaranteed due to workload and availability.

We cannot send an unselected free gift separately after your order has been dispatched.

Can I receive more than one free gift?

Only one free gift is available per order.

If multiple gifts appear in your order, including because of a website or system error, we will send only the highest-value gift your order qualifies for.

Reaching a higher promotional threshold replaces the lower-tier gift; it does not add another gift.

Can I choose a lower-tier gift instead?

If you prefer a lower-tier gift, contact us as soon as possible. We’ll try to accommodate your request before dispatch, subject to availability.

Only one gift will be included.

What happens if my selected gift’s flavour or colour is unavailable?

We may substitute a like-for-like gift in another flavour or colour, subject to availability.

What spending counts towards free gift eligibility?

Eligibility is based on qualifying physical-product spend, excluding shipping and gift card purchases, and is subject to the promotion’s terms.

We may remove or amend a gift if the order does not meet the relevant eligibility requirements.

Gift Cards

Does purchasing a gift card qualify me for a free gift?

No. Gift card purchases do not qualify for free gifts or gift-with-purchase offers, and their value does not count towards promotional spending thresholds.

For example, an order containing $80 in physical products and a $50 gift card has $80 of qualifying product spend.

Can I receive a free gift when paying with a gift card?

Yes. When a gift card is redeemed to purchase eligible physical products, that purchase can qualify for a free gift if it meets the promotion’s requirements.

The recipient must select their gift in the cart before checkout.

Starting a Return & Receiving Your Refund

How do I start a return?

Email sales@topathlete.com.au with your order number, the items involved and the reason for your request. Include photos if there is damage or a product issue.

Please contact us before sending items back so we can provide the correct return instructions. Unapproved change-of-mind returns may not be accepted.

When will my refund be processed?

We’ll notify you once your returned items have been received and inspected, and confirm whether your refund has been approved.

We aim to process most refund requests within 72 hours of receiving the returned items. Approved refunds are issued to the original payment method.

Your bank or payment provider may take additional time to make the funds available.

Does this policy affect my Australian Consumer Law rights?

No. Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major failure, you may choose a refund or replacement. Other failures may also entitle you to a remedy.

Our change-of-mind restrictions, fees, store-credit conditions and sale exclusions do not limit these rights. Where a product is confirmed to have a fault covered by consumer guarantees, we will also cover reasonable return shipping costs.

 

Helpful FAQs About Your Order

How do I know if my free gift was selected?
Your selected gift will appear in your order confirmation email. If it is not listed, it was not successfully added. It is your responsibility to select an eligible gift in the cart before completing checkout.

Our team will aim to include a complimentary gift if none was selected, but this cannot be guaranteed due to workload and availability. We cannot ship unselected gifts separately.

What if more than one free gift is listed?
Only one free gift is sent per order. If multiple gifts are listed, we’ll include the highest-value gift your order qualifies for. Reaching a higher spending threshold replaces the lower-tier gift rather than adding another gift.

What if my selected gift’s flavour or colour is unavailable?
We may send a like-for-like gift in another flavour or colour, subject to availability.

Can I change or cancel my order?
Email sales@topathlete.com.au immediately with your order number and requested change. We process orders quickly, so changes and cancellations cannot be guaranteed. Cancellation fees may apply under our returns policy.

Can I return a product or exchange a flavour?
Eligible unopened products may be returned or exchanged under our returns policy, with applicable fees and shipping costs.

For food safety reasons, we cannot accept change-of-mind returns or flavour exchanges on opened supplements or products with broken seals. If you’re trying a new product or flavour, we recommend purchasing a sample or 10-serve pack first.

If you believe a product is faulty, damaged or unsafe, please contact us even if it has been opened.

What should I do if something arrives damaged or incorrect?
Please contact us as soon as possible, preferably within 24 hours of delivery, with your order number and photos of the products, shipping label and packaging. Retain the items and packaging while we investigate.

Prompt reporting helps us resolve the issue and investigate with the courier. This timeframe does not limit your rights under Australian Consumer Law.

What if part of my order is missing?
Check your order confirmation and dispatch emails first. Some orders are sent in separate parcels that may arrive at different times. If a purchased item is still missing, contact us so we can investigate.

For missing free gifts, please refer to the gift information above.

Tracking says delivered, but I can’t find my parcel. What should I do?
Check safe-drop locations, your mailbox, building reception and with other household members or neighbours. If you still cannot locate it, contact us with your order number so we can help investigate.

Who makes decisions about discretionary requests?
Top Athlete reserves the right to assess promotional eligibility and requests for goodwill gestures or exceptions to our published policies. Our decision on these discretionary matters is final, subject to applicable law and the terms of the promotion or policy.

This does not limit your rights under Australian Consumer Law or your right to seek assistance from a consumer protection agency, tribunal or court.

For full details, please refer to our Returns, Refunds & Free Gift FAQs.

Need help? Email sales@topathlete.com.au with your order number.