Wholesale Refund & Returns Policy

Supplement Mart, www.supplementmart.com.au and www.suppmartwholesale.com.au are operated by Muscle Worx Pty Ltd ABN 80 141 422 415.

This Wholesale Refund & Returns Policy applies to approved wholesale customers, trade account holders, resellers, gyms, studios, retailers, distributors and other business customers purchasing from Supplement Mart.

Wholesale purchases are supplied for business, resale or commercial use. By placing a wholesale order of any nature with Supplement Mart, you agree to the terms set out below.

Returns

Wholesale orders are not eligible for change-of-mind returns, refunds or exchanges unless approved by an authorised Supplement Mart representative in writing. Goods may only be returned with the prior written approval of the authorised Supplement Mart representative. Supplement Mart reserves the right to determine whom of its employees it deems ‘authorised’ at any given time.

To request a return, please contact wholesale@supplementmart.com.au via e-mail and include the below information:

• business name;
• contact name;
• invoice and/or number;
• product(s) name to be returned;
• quantity;
• reason for return;
• photos, batch numbers and expiry dates where attainable.

If your return is approved by an authorised representative, Supplement Mart will provide the return address and instructions on how to proceed. Supplement Mart reserves the right for its representatives to approve or refuse authorisation of a return - and the resultant reimbursement, credit or replacement product - based off fair and reasonable review of the reason for return request

Approved returns must be unopened, unused, undamaged, in original saleable condition and returned with all packaging, seals, labels, batch codes and expiry dates intact, wherever possible.

Returns must be requested within 30 days of the date of invoice, unless otherwise required by law., or unless otherwise approved in writing by Supplement Mart’s authorised representative

Valid proof of purchase (invoice and/or order numbers) is required for all returns, exchanges or credits.

Supplement Mart may issue an account credit or replacement unit as it deems appropriate, instead of a monetary refund for approved wholesale returns.

Faulty, Incorrect or Incorrectly Described Products

As a wholesale customer, If you receive a faulty, damaged, incorrect or incorrectly described product, please contact wholesale@supplementmart.com.au via e-mail as soon as possible.

Wholesale customers must also notify Supplement Mart in writing (via wholesale@supplementmart.com.au) within 3 business days of receiving goods if there are any shortages, incorrect items, visible damage or delivery issues. Supplement Mart deems the date of ‘receiving goods’ to be that which is time-stamped “delivered” or wording to mean delivered in full, by whichever courier has delivered these goods, per the respective ‘track and trace’ details of that respective courier. 

Supplement Mart may request photos, batch numbers, expiry dates, invoice details and other reasonable evidence before approving a replacement, credit or refund.

Incorrectly supplied products must remain unopened and in saleable condition to be eligible for return, unless otherwise required by law. Goods in opened, breached or unsaleable condition that were originally incorrectly supplied will be/remain invoiced for and payable and not eligible for return, unless otherwise agreed to in writing by an authorised Supplement Mart representative.

Where Supplement Mart determines and/or confirms that goods were faulty, damaged before risk passed, incorrectly supplied or incorrectly described, it will offer an appropriate remedy, which may include replacement, exchange, account credit or refund.

Return freight costs will be covered by Supplement Mart where the goods are confirmed to be faulty, incorrect or incorrectly described. In all other cases, return postage and freight costs are the responsibility of the wholesale customer, unless otherwise agreed to in writing by an authorised Supplement Mart representative.

Additional shipping fees may apply for exchanges or replacement shipments unless the issue was caused by fault of Supplement Mart in entirety.

Exclusions

Returns, refunds or exchanges will not be accepted for:

• clearance items;
• special buy-outs;
• discontinued items;
• short-dated stock;
• promotional stock;
• sale items;
• indent or special-order products;
• bulk deal stock;
• opened or used products;
• products no longer in original saleable condition;
• products damaged after delivery;
• products incorrectly stored or handled by the customer; or
• products returned without prior notice and approval.

Purchase of clearance items, special buy-outs, discontinued stock and other marked final-sale goods is final, unless otherwise required by law.

Product Condition & Storage

Wholesale customers are responsible for storing and handling goods correctly at the point of delivery and thereafter.

Some powdered products, including but not limited to pre-workouts, fat burners, single amino acids, pump/nitric oxide boosters, citrulline, agmatine, arginine and carnitine, are naturally hydrophilic and/or deliquescent or contain ingredients that are naturally deliquescent. Therefore, these products may be prone to clumping or hardening over time, or if unavoidably exposed to particular conditions during transit to a delivery destination; this is a natural and common occurrence. Despite containing moisture absorption sachets, these products may still clump or harden. Clumping or hardening does not automatically constitute a faulty product, given the chemical nature of these products. Supplement Mart reserves the right to review and determine the saleability and usability of products in this/these condition(s) and thereafter determined if a return and/or refund is warranted.

Supplement Mart is not responsible for product deterioration caused by incorrect storage, exposure to heat, moisture, humidity, sunlight, contamination, poor handling or storage conditions after delivery.

Wholesale Customer Responsibilities

By placing a wholesale order, you:

• warrant and represent that you are at least 18 years old;
• warrant that you are authorised to place the order on behalf of the wholesale approved business or account holder;
• confirm that the goods are being purchased for lawful business, resale or commercial purposes;
• agree to store, handle, promote and resell products in accordance with all applicable laws, label directions and manufacturer instructions;
• agree not to make false, misleading, therapeutic, medical, performance-enhancing or otherwise unapproved claims about any product;
• accept responsibility for checking product labels, ingredients, allergens, warnings, expiry dates and suitability before resale;
• agree that your customers should use products in accordance with label directions and, where appropriate, seek advice from an independent and qualified health practitioner; and
• agree to release Supplement Mart and its representatives and employees from liability arising from misuse, incorrect consumption, improper storage, unlawful resale or misleading promotion of products after supply to you, except to the extent liability cannot be excluded by law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot be excluded under applicable law.