ORDERING & RETURNS POLICY

ORDERING

Customers are required to provide their full name, correct billing address, and mobile number when ordering. Giving the email address and telephone number is optional when getting an order; however, will help you keep track of the location of your parcel. Make sure the information you give is accurate and true, otherwise your ordering process may get delayed, or your parcel might be sent back to us if postage information is incorrect, which will incur further postage fees.

Our team will do their best to correct your order once an error occurs; however, not all errors come to our attention before postage. If you have placed an order and realise that it’s the wrong please notify us before immediately, once the parcel has left the warehouse we can not change anything. For returns or refunds, see Returns or Refunds Policy below.

CONTACT & EMAIL

You will receive an email notification regarding your order from hello@ketolean.com.au, depending on the product or service you purchase, it can come from any subject, title or address with KetoLean or Jaxon in it.

You might also receive tracking updates from Auspost, Fastway, Courier Please or TNT.

If you have not received a notification, it might be due to not providing or providing an incorrect email address or a technical malfunction. Please email hello@ketolean.com.au if you have not received an email within 2hours.

POSTAGE

We aim to have your parcel out the same day as your order: if you order after 12 p.m. we will post it the next day.

We aim to fulfil estimated postage times (stated on the Shipping Time Page); however, these are estimated and once they leave our warehouse we cannot guarantee times provided by our couriers. However, we will monitor your shipment and follow up with the couriers if we notice a delay. Remember you are our number 1 priority, so we will do our best to give you the best experience, but we, just like you, suffer from the pain of courier delay.

RETURNS POLICY

We strive to provide you with the best service possible. In doing this we have outlined our return policy, so you can see how you go about returning a product.

You have the right to return your product for a replacement on the following conditions:

• Products received are incorrect, faulty or damaged; if the wrong product is received or if the product does not match the description or is damaged, follow the below.
• We need written notification within 2 days of your damaged, faulty or incorrect product.
• Once your products have been received by us, we will send you new products within 2 business days.

REFUND POLICY

You have the right to ask for a refund of your product on the following conditions:

• Products received are incorrect, faulty or damaged; if the wrong product is received or if the product does not match the description or is damaged, follow the below.
• We need written notification within 2 days, of your damaged, faulty or incorrect product.
• Once your products have been received by us, we will send you new products within 2 business days.
• As our products are food-based products, we do not provide refunds or replacements based on a change of mind or wrong order once the products have left the warehouse.

For all food-based products, no refund or exchange can be made (due to Australian food safety laws), once the product has left our warehouse it cannot be resold. We cannot cancel or change your order once your product has left our facility.

For all food-based products, you are eligible for a refund if the product is faulty, damaged in postage or if the wrong product is posted by us.

As mentioned above we need written notification of any faults, damage or incorrect items within 2 business day’s, with photos as proof for our assessment.

Our food-based products include, but not limited to: all shakes, oils, snacks etc.