Refund policy

Returns and Refund Policy

At Inna Protein (formerly Pure Plant Protein), we stand behind the quality of our products. Our Returns and Refund Policy applies to all purchases made through our online store (https://www.innaprotein.com.au) and operates in full accordance with Australian Consumer Law.

100% Satisfaction Guarantee

We are confident you will love our products. If for any reason you are not completely satisfied, we offer a 30-day satisfaction guarantee from your date of purchase. Please contact our support team at hello@innaprotein.com.au, and we will guide you through the process.

Australian Consumer Law Guarantees Our goods come with guarantees that cannot be excluded under Australian Consumer Law (ACL).

  • Major Failures: For major failures with goods or services, you are entitled to cancel your order and receive a full refund or replacement. You are also entitled to compensation for any reasonably foreseeable loss or damage.

  • Minor Failures: If a failure does not amount to a major failure, you are entitled to have the failure rectified within a reasonable time. If this is not done, you are entitled to a refund or replacement.

  • Nothing in this policy excludes, restricts, or modifies any consumer rights granted by the Australian Competition and Consumer Commission (ACCC) or under Australian Consumer Law.

Damaged, Faulty, or Incorrect Items

  • Damaged or Faulty Products: If your item arrives damaged, defective, or not meeting specifications, please notify us within 14 days of delivery at hello@innaprotein.com.au. Items must be returned in the condition they were received, along with original packaging.

  • Inna Protein Error: If you receive a faulty, damaged, or incorrect item, Inna Protein will cover all return shipping costs and arrange a replacement or full refund.

  • Customer Ordering Error: If you accidentally ordered the wrong item, we will happily facilitate an exchange, but shipping costs for returning the item and delivering the replacement will be at the customer's expense.

  • Individual Taste Preferences: While we strive to make great-tasting protein blends, individual taste preferences do not qualify a product as faulty. We offer low-cost sample pack options so you can trial our flavours before purchasing full-sized products.

Change of Mind Returns

If you simply change your mind, we may, at our discretion, offer a refund or exchange provided that:

  • You notify us within 14 days of purchase.

  • The item is unused, unopened, sealed, and in its original packaging.

  • The item is returned to our warehouse within 21 days of purchase.

  • You can provide proof of purchase.

Exceptions and Non-Refundable Items

We reserve the right to refuse a refund or replacement if:

  • The product was misused in a way that caused the issue.

  • You were made aware of a specific defect or problem prior to purchase.

  • The item was purchased during a clearance or final sale event (discounted sale items are non-refundable unless deemed faulty under Australian Consumer Law).

  • The item is returned more than 21 days after purchase without prior approval.

How to Return an Item

  1. Contact Support: Email hello@innaprotein.com.au with your order number, reason for return, and clear photos if the item is damaged or faulty.

  2. Package Your Return: Securely package the product in its original condition.

  3. Mail Your Return: Send approved returns to:

    Inna Protein Returns 2/5 Clancys Rd Mount Evelyn VIC 3796 Australia

Return Shipping Costs

  • Customers are responsible for paying their own shipping costs for change-of-mind returns or customer-ordering errors. Return shipping costs are non-refundable.

  • If you are returning an item valued over $100, we strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of un-tracked returns.

Processing Time Once your return is received and inspected at our warehouse, we will notify you by email regarding the approval or rejection of your refund. Approved refunds are processed back to your original payment method within 3 to 7 business days. We aim to process all return and replacement requests within 7 days of receipt.

Contact Us For any questions regarding returns or refunds, please reach out to us at hello@innaprotein.com.au.