Refund policy
REFUND POLICY
Customer First
Keto Australia is not required to give refunds and does so on a case-by-case basis with consideration to the Customer’s circumstances, and/or the conditions that led to the refund being requested. Any refund issued is not an admission of wrongdoing and is done on a good faith basis, with no further obligation by Keto Australia to its Customers. In placing any orders and subsequently requesting a refund, Customers agree to the conditions of the Refund Policy and release Keto Australia from any current and all future liability with respect to any services provided by or offered by Keto Australia, regardless of whether they have been received or consumed by the Customer.
At Keto Australia, we are committed to your satisfaction and success in achieving your health goals. We stand behind the effectiveness and quality of our Keto products and meals. We want you to be completely satisfied with your Keto experience.
Our Refunds and Returns Policy:
- 30-Day Money-Back Offer: If approved through our return portal we offer full refunds within 30-days of purchase on all unopened Keto Gummies, Bars and other products. Return shipping is at the cost of the customer unless otherwise agreed by Keto Australia and may attract a 10% re-stocking fee.
- Return Shipping: After you have connected with a customer service representative help@keto.com.au, then please send your unopened products back to our Shipping Parner at
KETO AUSTRALIA - c/o ShipBob, Inc. Maersk,
Dock 16, 3 Tundra Cl Kemps Creek NSW 2178
Phone: +1(312) 313-1104
Email: support@shipbob.com
Please include your order number, full name, address, email and phone number on the sender information. You must also clearly mark the order number. Any returns without the order number will not be able to be refunded.
- Digital Products: We do not offer a refund, return or exchange on digital products including our 30-Day Keto Guide.
Common sense will apply to all refunds and plain language and simple explanations will be provided by Keto Australia to customers around refunds and any further consideration or negotiation of outcomes is entirely at the discretion of Keto Australia.
Fulfilment Times. As a matter of routine, Customers can expect the following service fulfilment guarantees:
1. Product. Customers can expect that the goods or services provided will be as stated and any substitutions or alternate supply will be of a same or similar product (eg a keto gummy from our range).
2. Dispatch. Customers can expect same day dispatch, or next business day dispatch on all orders for in-stock items.
3. Timeframes. Except for supply and courier delays, Customers can expect all orders to be fulfilled for domestic delivery within Australia within 14 days. Unless Australia Post declares a Force Majeure event. Australia Post offer 3-5 business days for Regular Shipping and 1-3 days for Express Shipping.4
Lost Orders
If you receive a notification from one of our delivery partners that your delivery was lost in transit, or your delivery does not arrive within the shipping timeframe please contact us on the submission form below or email help@keto.com.au.
Money-Back Guarantee
Keto Australia has worked with manufacturers, in-house dietitians and experts to develop a Keto Diet that is effective for almost all customers. However all customers are individual and their personal health requirements are not able to be determined. Keto Australia recommends that people consult their own health professional to assess if the Keto Diet is correct for them. We cannot guarantee you will meet your goals, but we do guarantee that all customers that follow our diet plan will have some benefit. If you feel that the diet and products have not worked for you and you have lost no weight, then we will refund you any unopened products at full price and consumed products at 50% of cost price. Unopened products will need to be returned. We will accept the claim that it has not worked for you if we get:
1. A before photo sent to help@keto.com.au at the time you commence the diet
2. Screenshots of your daily consumption from a free calorie tracker MyFitnessPal
a. Macronutrients cannot be above 50grams of Carbohydrates on any day of your dieting.
b. Calories cannot exceed 1800 on any day of your dieting.
c. Days attempting the diet cannot be less than 7 days consecutive.
3. An explanation of what you have attempted and where you feel it has gone wrong so that we can understand your approach, and improve our information and products in future.
4. A commitment not to post negative reviews or to remove any negative reviews on any third party site, social media or blog.
Acceptance of the above is at the discretion of Keto Australia, if you feel that you have met these requirements, then email help@keto.com.au with a request for a refund, return or money-back guarantee, if you have minor variances to these stated requirements, then send it through and we will be reasonable and show good faith where possible.
Processing Refunds and Compensation
Refund: If your claim meets all conditions and requirements, then upon notification of acceptance of your request, we will process your refund within 10 business days of acceptance, or within 10 business days of receiving any unopened goods. Keto Australia reserves the right to deny refund claims that do not meet the specified conditions.
Shipping. In the event that delivery is not completed within 14 days, then customers will be entitled to a shipping refund and their product will be sent at Keto Australia cost. In the event that delivery is not completed within 28 days, then customers will be entitled to a full refund and a $20 gift card for inconvenience. Any refunds require customers to apply for a refund prior to the goods being dispatched. Refunds are not automatic and require customers to apply and be approved.
Processing. Refunds are actually processed immediately on approval, however receiving times vary from between 1-10 days, depending on banking arrangements. Refunds are processed as a reversal of the original transaction and are subject to any normal banking rules, fees and timings. Please remember that it may take some time for your bank or credit card company to process the refund, Customers acknowledge that third-party banking and payment services are beyond Keto Australia’s control.