Refund policy

Last updated: 25 March 2026 

This Refund & Return Policy explains qore8's voluntary return settings and your rights under the Australian Consumer Law (ACL). 

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. 

1. Your ACL rights come first 

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL or any other applicable law. 

If there is any inconsistency between this policy and the ACL, the ACL prevails. 

2. Change-of-mind returns 

Because qore8 sells vitamins, supplements and other health-related products, we generally do not accept change-of-mind returns or exchanges for products that have been dispatched, opened, used, tampered with, or where seals have been broken, except where the ACL requires otherwise. 

Please choose carefully and contact us before ordering if you need help selecting a product. 

If qore8 sells accessories or other non-ingestible items from time to time, we may in our discretion accept an unused, unopened and saleable change-of-mind return within 7 days of delivery. In that case, return shipping is at your cost and original shipping charges are not refunded. 

3. 30-Day Satisfaction Guarantee for first monthly subscription order 

To help new customers try qore8 with confidence, we offer a voluntary 30-Day Satisfaction Guarantee on the first monthly subscription order only. 

To request this guarantee, contact us within 30 days after delivery of your first monthly subscription order and provide your order number. 

If approved, we will refund the product purchase price for that first monthly subscription order, less the original shipping charge. Unless we ask otherwise, you do not need to return the product for this first-order guarantee. 

This guarantee is voluntary, applies once per customer/household unless we agree otherwise, and does not apply to subsequent subscription renewals, reactivations, bundles marked non-refundable, or orders outside the stated 30-day period. 

This guarantee is in addition to, and does not limit, your ACL rights. 

4. Faulty, unsafe, damaged, wrong or not-as-described products 

Please inspect your order when it arrives and contact us as soon as reasonably possible if a product appears faulty, unsafe, damaged, contaminated, defective, materially different from description, or if you received the wrong item. 

Prompt notice helps us investigate shipping and quality issues efficiently, but it does not limit any non-excludable ACL rights. 

5. Major failures 

A product problem is major if, for example, the product is unsafe, substantially different from its description or sample, has one serious problem or several smaller problems that would have stopped a reasonable consumer buying it, or cannot be used for its normal or disclosed purpose and cannot be fixed within a reasonable time. 

If a product has a major failure, you may choose either: 

  • a refund of the purchase price; or 

  • a replacement product of the same type, if available. 

If we accept that a major failure has occurred, we will also refund any original shipping amount you paid for that affected product and cover or reimburse reasonable return shipping costs if we ask you to return it. 

6. Minor failures 

If the problem is minor and can be fixed within a reasonable time, qore8 may choose to repair, replace or refund the product. 

If the problem cannot be fixed within a reasonable time, or is not fixed within a reasonable time, you may be entitled to a replacement or refund, or to recover the reasonable cost of having the issue fixed elsewhere, in accordance with the ACL. 

7. Evidence we may reasonably request 

To assess a claim, we may ask you for reasonable information such as: 

  • your order number or proof of purchase; 

  • the product name, batch/lot number and expiry date (if applicable); 

  • a description of the issue and when it arose; and 

  • clear photographs or videos where appropriate. 

If we reasonably require the item to be returned for assessment, we will explain the return process. 

8. Return shipping costs 

If your claim is accepted because the product was faulty, unsafe, damaged in transit, not as described or incorrectly supplied, we will provide a prepaid return option or reimburse your reasonable return shipping costs. 

We do not charge administration, restocking or cancellation fees where you are entitled to an ACL remedy. 

9. Circumstances where a claim may be declined 

We may decline a claim where we reasonably determine that: 

  • the issue arose because the product was misused, not stored correctly, altered, or used contrary to the directions for use; 

  • the issue relates solely to change of mind outside any voluntary guarantee we offer; 

  • the item was purchased from an unauthorised reseller; or 

  • the product was used after its expiry date or use-by date. 

Where we decline a claim, we will explain our reasons. 

10. Pre-order cancellations 

If you cancel a pre-order before dispatch, we will usually provide a refund to your original payment method. 

If a pre-order is delayed more than 2 weeks beyond the maximum dispatch window advertised on the relevant product page, you may cancel for a full refund. 

11. Refund timing 

Approved refunds are generally processed back to the original payment method. Financial institutions can take additional time to complete the transaction. 

If you have not received an approved refund within 14 days after confirmation from us, please contact us. 

12. Contact us 

To request help with a refund, return or product issue, contact touch@touchaustralia.com.au, call 1300 166 282, or write to us at 4 Talavera Road, Macquarie Park NSW 2113, Australia.