Returns and refunds

The 60-day guarantee, in plain words

• The window runs for 60 days from the date your parcel is delivered, not the date you ordered.
• Opened bottles are fine. You cannot judge a supplement without trying it.
• Refunds cover the purchase price you paid, back to your original payment method.
• Return postage is at your cost unless the item arrived faulty, damaged or incorrect.
• There is no restocking fee, no admin fee and no phone call to sit through.

We set the window at 60 days deliberately. A single bottle is a one-month supply, so a 14-day or 30-day window would expire before you had a fair chance to judge whether a daily capsule fits your routine. Two months is long enough to decide honestly.

How to request a refund, step by step

1. Email support@pureburnerau.com with your order number and the word "refund".
2. We reply within one business day with a return address and instructions.
3. Post the bottles back — used or unused, we do not mind. Keep the postage receipt.
4. Reply with the return tracking number so we can watch for it.
5. Once the return is received we process the refund. Banks typically show it within 5–10 business days.

You do not need to give a reason, and we will not put you through a retention script. If you do want to tell us why it did not work for you, we read every message — it is how the product information on this site gets better.

What the refund timeline actually looks like

The last step is the one we cannot speed up. Once the refund leaves our payment processor it is in your bank's hands, and card issuers vary. If it has been more than ten business days since we confirmed the refund, email us and we will send the transaction reference you can quote to your bank.

Faulty, damaged or wrong item

Send us a photo and your order number. We cover return postage and either replace the item or refund you in full — your choice. This applies whether the damage happened in transit, the seal was broken on arrival, or we simply packed the wrong bundle. You do not need to return a damaged bottle before we act; the photo is enough to get a replacement moving.

Returns from New Zealand

The same 60-day window applies to New Zealand orders. Email support first so we can confirm the correct return address, and use a tracked service — an untracked international parcel that never arrives cannot be verified. The purchase price is refunded in Australian dollars to your original card; the flat $9.95 AUD shipping charge is not refunded on a change-of-mind return, and your bank's conversion rate on the refund day may differ slightly from the rate on the purchase day.

Your rights under Australian Consumer Law

This guarantee sits on top of your legal rights; it does not replace them. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits those rights, and no support reply from us can waive them. If you believe a product was not of acceptable quality, say so in your email and we will treat it as a consumer guarantee claim rather than a change-of-mind return.

What the guarantee does not cover

• Bottles bought from a marketplace seller or any site other than pureburnerau.com. We can only refund orders we can find in our own records.
• Requests made after the 60-day window has closed.
• Return postage on a change-of-mind refund.
• A specific weight-loss outcome. We do not promise results, so the guarantee is about whether the product suits you — not about a number on the scales.

Cancelling an order before dispatch

Email us as soon as you can. If the parcel has not been handed to the carrier, we will cancel and refund it immediately with nothing to post back. After dispatch it becomes a standard return under the guarantee.

Refund questions we get asked