Refund policy
Return & Refund Policy
Last updated: 02/04/2026
Please read this policy in full before placing your order. By completing checkout at oursuzie.com, you agree to these terms without exception.
1. Order Cancellations
You have a 12-hour window from the time of order placement to cancel your order. After this window has closed, your order enters our fulfilment system and cannot be cancelled under any circumstances.
To cancel within the window:
- Email jan26.contact@gmail.com with your order number and the subject line "Cancellation Request"
- A cancellation request received outside the 12-hour window will be declined
- We do not accept cancellation requests by phone, social media, or any channel other than email
Once your order has been fulfilled or dispatched, your only option is the returns process below.
2. Change of Mind Returns
We accept change of mind returns under strict conditions. Every condition below must be met:
- The return must be requested within 14 days of delivery, as confirmed by carrier tracking
- The product must be unopened, unused, and in its original packaging with all seals intact
- The product must be in fully resalable condition as determined by us upon inspection
- You must hold valid proof of purchase
- You must complete our return authorisation process before sending any product back
Each customer is limited to one change of mind return per lifetime. This applies across all orders, all addresses, and all payment methods linked to that customer.
3. Return Authorisation Process
We do not publish a return address. Products sent to us without prior authorisation will be refused at delivery or, if accepted by the carrier, discarded without refund.
To request a return:
- Email jan26.contact@gmail.com with your order number, reason for return, and clear photographs of the product showing all seals intact
- We will review your request within 3 to 5 business days
- If approved, we will issue a Return Merchandise Authorisation (RMA) number and the return shipping address
- You ship the product back at your own cost, using a tracked and insured shipping service
- We inspect the product upon receipt against the conditions in Section 2
- If the product passes inspection, your refund is processed under Section 7
You are responsible for the product until we receive it. Lost, damaged, or untracked returns are not our responsibility and will not be refunded. We do not reimburse return shipping costs.
4. Opened, Used, or Consumed Products
Once the seal on any Suzie product is broken, the product cannot be returned. This applies to GS-01™ Daily Gut & Skin Chew and all other consumable products we sell. This is a non-negotiable food safety, hygiene, and regulatory standard. No exceptions will be made, regardless of the reason for return.
5. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery. After this window, no claim will be considered.
Your claim must include:
- Order number
- Clear, well-lit photographs of the product, the damage or defect, the original packaging, and the shipping label
- A written description of the issue
We will assess your claim within 3 to 5 business days. If we determine the product was damaged, defective, or incorrect at the point of delivery, we will issue a replacement or refund at our sole discretion. Claims without complete documentation will be declined.
6. Money-Back Guarantee
Where a money-back guarantee is offered with a specific product or promotion, the following terms apply in full:
- One claim per customer, per lifetime, regardless of how many guaranteed products are purchased
- Must be claimed within 60 days of the original order date
- Requires evidence of consistent product use for a minimum of 30 days (this includes dated photographs or video of administration)
- Limited to a single tub or the smallest unit of the bundle, whichever is lesser
- The empty tub must be returned to us at the customer's cost before any refund is processed
- The guarantee cannot be combined with any other return, refund, or change of mind claim
- The guarantee does not cover shipping costs, taxes, or duties
We reserve the right to deny guarantee claims where we determine, in good faith, that the customer has not made a genuine attempt to use the product as directed.
7. Refunds
Approved refunds are issued only to the original payment method. We do not issue:
- Store credit
- Refunds to alternative cards or accounts
- Cash refunds
- Refunds in any form other than reversal to the original transaction
Processing time: 5 to 10 business days from approval. Time taken by your bank, card issuer, or payment processor to display the refund on your statement is outside our control and is not included in our processing window.
Original shipping costs are not refundable under change of mind returns. Shipping is only refunded where we have determined the product was damaged, defective, or incorrect at the point of delivery.
8. Subscriptions
Subscriptions may be cancelled at any time before the next billing date via your account portal at oursuzie.com or by emailing jan26.contact@gmail.com.
Once a subscription order has billed and processed, it is treated as a standard order under all terms of this policy. We do not refund subscription orders that have entered fulfilment, regardless of when the cancellation request is received relative to the billing date.
It is your responsibility to track your subscription billing schedule. We do not issue retroactive refunds for missed cancellation deadlines.
9. Final Sale Items
The following are sold as final sale and are not eligible for return, refund, or exchange under any circumstances:
- Items purchased on sale, with a discount code, or as part of a promotion
- Bundles where one or more items have been opened
- Gift cards and store credit
- Free, bonus, or gifted items received as part of a promotion
- Custom or personalised items
- Items marked "Final Sale" on the product page
10. Exchanges
We do not process exchanges. If you wish to receive a different product, you must return your original purchase under the change of mind policy and place a new order separately. The new order is a fresh transaction and is not linked to your return.
11. Right of Refusal
We reserve the right to refuse any return, refund, exchange, or guarantee claim at our sole discretion where we determine, in good faith, that this policy is being abused. This includes but is not limited to:
- Repeated return or refund requests across multiple orders
- Returns or claims made outside the stated windows
- Products returned in non-resalable or non-original condition
- Claims involving inconsistent, contradictory, or unverifiable information
- Any conduct we deem inconsistent with the good faith use of this policy
Customers found to be abusing this policy may be blocked from placing future orders at oursuzie.com.
12. Statutory Rights
Nothing in this policy is intended to exclude, restrict, or modify your rights under the Australian Consumer Law (ACL) or any other applicable consumer protection legislation. Where the ACL applies and your situation involves a major failure under the ACL, your statutory rights to a refund, replacement, or repair are preserved.
This policy applies to all returns, refunds, and exchanges that fall outside the scope of statutory guarantees, including change of mind returns and contractual money-back guarantees.
Contact
Email: jan26.contact@gmail.com Response time: 24 to 48 business hours Hours: Monday to Friday, excluding Australian public holidays
We do not accept return, refund, or cancellation requests by phone, social media direct message, or any channel other than email to the address above.