Return Policy

Last updated: 13 March 2026

This Return Policy describes the conditions under which you may return products purchased from Itemseries ("we", "us", "our") and how refunds are processed. It applies to purchases made via our website https://itemseries.world and forms part of our Terms of Service. Our policy is designed to comply with Australian Consumer Law (ACL) and to provide clear, transparent procedures for returns and refunds. Please read this policy carefully before requesting a return.

1. Our contact details

Business name: Itemseries

Address: Circular Quay Station, E2/E3 Alfred St, Sydney NSW 2000, Australia

Email: contact@itemseries.world

Phone: +61 2 9241 3566

All return requests should be directed to us using the above contact details. We will confirm receipt and guide you through the process.

2. Your rights under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a remedy (repair, replacement or refund, and in some cases compensation) if our goods:

• Fail to be of acceptable quality.
• Do not match their description or sample.
• Do not fit for a purpose you made known to us.
• Have a defect that was not disclosed to you.

Where the failure is major, you may reject the goods and choose a refund or replacement. Where the failure is not major, we may offer to repair the goods. We cannot contract out of these statutory rights. This Return Policy does not limit your ACL rights; it sets out how we handle returns and refunds in practice.

3. Change of mind (non-ACL returns)

If you simply change your mind and the product is not faulty, we may still accept a return at our discretion, subject to the following conditions:

• You must contact us within 14 days of receiving the product.
• The product must be unopened, in its original packaging and in resaleable condition (e.g. seals intact for sealed products such as Digestaviva).
• You are responsible for the cost of returning the product to us unless we agree otherwise.
• If we accept the return, we will refund the purchase price (excluding original delivery cost unless we decide to refund it) within a reasonable time after we receive and inspect the product. We may deduct any direct cost we incur if you used a premium delivery option.

We are not obliged to offer a refund or exchange for change of mind where the product has been opened or used, or where it is no longer in resaleable condition. We reserve the right to refuse a change-of-mind return if these conditions are not met.

4. Faulty or incorrect products (ACL and similar)

If you receive a product that is faulty, damaged in transit, incorrect (wrong product or quantity), or not as described:

• Contact us as soon as reasonably possible (ideally within 14 days of delivery) with your order number and a description or photo of the issue.
• We may ask you to provide evidence (e.g. photos) to help us assess the problem.
• Where the failure is major under the ACL, you may be entitled to a refund or replacement at your choice. We will not charge you for the return delivery of faulty or incorrect goods in such cases where required by law.
• Where we offer a replacement, we will send it once we have received and (where applicable) inspected the returned product, or as otherwise agreed.
• Refunds for faulty or incorrect products will be processed to the original payment method within the timeframes set out in section 7 below.

5. How to request a return

To request a return:

1. Email us at contact@itemseries.world (or contact us by phone) with your full name, order number or date of order, and the reason for the return (e.g. change of mind, fault, wrong product).
2. We will respond within a reasonable time (typically within 2–5 business days) and, if the return is accepted, provide instructions (e.g. return address, any reference number to include).
3. Pack the product securely, ideally in its original packaging. For change-of-mind returns, ensure the product is unopened and resaleable as described in section 3.
4. Send the product to the address we provide. We recommend using a trackable delivery method and keeping proof of postage. For change-of-mind returns, you bear the cost unless we agree otherwise; for faulty or incorrect goods we will comply with the ACL (e.g. we may reimburse return delivery where the failure is major).
5. Once we receive and inspect the product, we will notify you of the outcome and process any refund or replacement in accordance with this policy and the ACL.

6. Time limit for returns

For change-of-mind returns, you must contact us within 14 days of receipt and the product must be in resaleable condition as stated above. For faulty or incorrect products, you should contact us as soon as you become aware of the issue; under the ACL, remedies may be available for a reasonable period depending on the nature of the goods and the failure. We will not accept returns for products that have been used, opened (where the product was sold sealed) or damaged by you after delivery, except where the ACL entitles you to a remedy.

7. Refunds

Where a refund is due (whether under this policy or the ACL):

• We will process the refund to the same payment method you used for the purchase, unless we agree otherwise (e.g. store credit).
• Refunds are typically processed within 5–10 business days after we approve the return and receive the product (where applicable). Depending on your bank or card issuer, it may take additional time for the amount to appear in your account.
• The amount refunded will be the purchase price paid for the returned product(s). For change-of-mind returns we generally do not refund the original delivery cost unless we decide otherwise. For faulty or incorrect goods we will follow the ACL (e.g. full refund including delivery where appropriate).
• If you received a discount or promotion, the refund will reflect the amount you actually paid for the returned item(s).

8. Exchanges

We do not offer direct exchanges. If you wish to receive a different product or quantity, you may return the original product in accordance with this policy and place a new order. We will process the refund for the return as set out above once the return is completed.

9. Products that cannot be returned

For health and safety reasons, we cannot accept returns of opened or used dietary supplements (e.g. opened Digestaviva bottles or broken seals) unless the product is faulty or incorrect and you are entitled to a remedy under the ACL. In such cases we will follow the fault procedures in section 4. Sealed, unopened products may be returned within the change-of-mind conditions in section 3 if we accept the return.

10. International orders

Our primary operations and address are in Australia. If you are located outside Australia and have ordered from us, return and refund procedures still apply as set out in this policy, but you are responsible for any customs, duties or return shipping costs unless we are required to bear them under applicable law (e.g. for faulty goods). Please contact us before returning an international order so we can provide the correct return details and avoid delays.

11. Disputes and complaints

If you are not satisfied with our response to a return or refund request, you may escalate by contacting us again or by asking for a formal review. We will try to resolve the matter in good faith. You also have the right to refer the matter to your local consumer protection authority (e.g. in Australia, the ACCC or your state/territory fair trading body) or to pursue any legal remedies available under the ACL or other laws.

12. Changes to this policy

We may update this Return Policy from time to time. The "Last updated" date at the top will be revised. Changes will be effective when posted on the Site. For returns initiated after a change, the version of the policy in effect at the time of your purchase or at the time you requested the return (as we may specify) will apply. We encourage you to review this policy when considering a return.

13. Contact

For return requests, refund enquiries or any questions about this policy:

Itemseries
Circular Quay Station, E2/E3 Alfred St, Sydney NSW 2000, Australia
Email: contact@itemseries.world
Phone: +61 2 9241 3566