Refund policy

This is a policy of Arxi Nutraceuticals (ACN 672 844 101) (“Arxi”, “we”, “us”) on our website located at fromarxi.com, which is owned and operated by us (Website).

This policy forms part of, and must be read in conjunction with, our Terms of Sale.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, please report this to us immediately support@fromarxi.com so that we can investigate.

Order Placement and Finality

Once an order is placed and the transaction is processed through the Arxi website, it is considered final and binding. We do not accept order cancellations due to change of mind, including (but not limited to) instances where you place an order just prior a promotional event.

We encourage all customers to review their orders carefully before completing the purchase. By proceeding with the transaction, you acknowledge and agree that the order is not eligible for cancellation, refund, or alteration due to change of mind.

Can I return my supplement?

We are unable to accept returns of vitamin and mineral supplements for change of mind e.g. if you decide you do not want the supplement or you do not like it for any reason. 

Due to the nature of supplements - including strict storage requirements that we cannot verify or guarantee once a product has left our premises - returned supplements cannot be resold. This is a regulatory position that exists to protect the integrity and safety of every product that reaches our customers.

If your product arrives damaged or faulty, or if you've received an incorrect order, you are entitled to a remedy in accordance with the Australian Consumer Law. Please follow the return process outlined below.

We encourage all customers to review the product information carefully before purchasing, consult with your healthcare provider if relevant, and to reach out to us at support@fromarxi.com with any questions prior to placing an order - we're always happy to help.

RETURNS 

Returns will be accepted for the following reasons:

• Damaged or faulty products
• Incorrect orders or items received

Supplements - Change of Mind Not Accepted

We utilise high-quality ingredients and strive to manufacture products to the highest standards. We also take care to pack your supplements carefully so they won’t get damaged in transit.

We do not accept returns of supplements for change of mind. 

Please read the product information carefully before purchasing, and contact us if you have any questions before placing your order.

Merchandise (Caps and Tote Bags) – Change of Mind Accepted

For merchandise items such as caps and tote bags, we do accept returns for change of mind, provided that:

1. The item is unworn, unused, unwashed, and in its original condition.
2. All tags, labels, and packaging are intact.
3. The item is returned to us within fourteen (14) days of delivery.
4. Proof of purchase (e.g., your order confirmation) is provided.

If these conditions are met, we will process a refund to your original payment method.

Please note:

• Return shipping costs for change-of-mind merchandise returns are the responsibility of the customer, unless the item is faulty or incorrect.
• We do not offer exchanges for change-of-mind returns at this time.

Faulty, Damaged or Incorrect Items (All Products)

If your product arrives faulty, damaged, or not what you ordered, please contact us in accordance with the steps set out in this policy. You may choose a refund, replacement or repair in line with the Australian Consumer Law.

We will cover return shipping costs where the item is faulty, damaged or incorrect.

TIMEFRAMES FOR INITIATING A RETURN

Please let us know that you would like to initiate a return within fourteen (14) days of receiving your product/s. 

If necessary, we can arrange for the damaged or faulty product to be returned to us and you can let us know whether you would like us to either:

• send a replacement to you; or
• provide you with a refund.

Please see details below on how to organise a return.

RETURN PROCEDURE

How to return a product/s

To return an incorrect, faulty or damaged product, please follow the steps below.

1. Please send an email to support@fromarxi.com and include proof of purchase which should include your order number and contact information.
2. Please include a photograph/s of the product and/or delivery packaging (if there has been any relevant damage to the delivery packaging too) when you email us.
3. If we need to arrange a product return, we will then advise the best address for you to send the products to, and the specifics for shipping.
4. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

To return a product for change of mind (where applicable), please follow the steps below.

1. Please send an email to support@fromarxi.com and include proof of purchase which should include your order number and contact information.
2. If we need to arrange a product return, we will then advise the best address for you to send the products to, and the specifics for shipping.
3. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

Postage

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

• If the item is damaged or faulty; or
• If we sent you the wrong item.

We reserve the right to specify restocking fees or return shipping charges in certain circumstances.

Dispute resolution

Any disputes or disagreements related to returns and refunds will be resolved in accordance with our Terms of Sale.

Policy updates

We reserve the right to update or modify this policy at any time. Updates will be published on the Arxi website and the revised policy will be effective from the date specified.

This policy was last updated: May 2026