Returns Policy

 Faulty products


If the product you purchased is faulty or damaged, please call our Customer Service team on 1300 788 855 to report the problem.  We will arrange for the product to be picked up from you (at no charge) or we advise you to dispose of the product.  If we are picking up the product, we will give you a Goods Return Authority (GRA) number which you must display on the external return packaging.
You can choose to have the product replaced, a refund of the purchase price, or a credit on your customer account for future use.  Refunds will be processed using the same payment method that was used for the original purchase.
You will need to provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase.  


Change-of-mind policy


If you change your mind about the product you purchased and you would like to return the product, Independence Australia will only accept returns if:

  • the product is a standard stock item and has not been specially ordered by Independence Australia at your request;
  • for nutritional products, that do not have any special storage requirements and have more than 30 days of shelf life prior to the expiry date;
  • you contact our Customer Service team within fourteen (14) days of the date the product was delivered to you;
  • the product is in its original condition. Packaged goods must be unopened, unmarked and in a resellable condition;
  • you provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase;
  • you obtain a GRA number by contacting our Customer Service team and this is clearly displayed on the external return packaging (not on the product packaging); and
  • you pay the restocking fee which covers the cost of us arranging for the goods to be picked up from you (unless you return the goods to one of our warehouses).

If these conditions are met, you will have the choice of a refund of the purchase price or a credit on your customer account for future use.


The rights and remedies given to you under this Return Policy are in addition to your rights and remedies under the Australian Consumer Law and nothing in this Returns Policy excludes, restricts or limits those rights.   

Please call the Independence Australia Customer Service team 1300 788 855 for all return enquiries.