Customer Credit Policy

Purpose of the Policy

This policy provides guidelines for the credit and returns from customers.

Position of the company

Our credit policy is active with damaged items, out of date items, and returns within their agreed term dates. Please note that credit notes are issued once the stock has been received or collected. Mind Performance Health Nutrition does not accept opened items for returns and credits, unless there is a product quality issue. 

This policy is between Mind Performance Health Nutrition and the customer (inclusive of  consumers, retailers, or distributors). It does not extend to any promotion passed on to a consumer by a retailer, or passed on to a consumer or retailer by a distributor.

Ecom Procedures

• Returns/Damaged Stock: Mind Performance Health Nutrition has a 30-day return policy for Australian customers who purchase direct from our online store, which means they have 30 days after receiving their item to request a return. To receive a refund, you must return the remaining physical product (based on normal usage for the period you have had the product) within 30 days from the date of delivery. For international customers, Mind Performance Health Nutrition will accept returns for damaged items only. Mind Performance Health Nutrition will notify the customer once we have received and inspected the return, and let the customer know if the refund is approved. If approved, the customer will be refunded on the original payment method, within 14 days. Cash refunds are not available.

• Expired Stock: There are no returns or credits on expired stock for Ecom. 

• Exchanging Stock: There are no exchanges on stock for Ecom. 

Retailer Procedures

• Damaged Stock: For stock that is damaged upon delivery, we will honour a credit or exchange the stock once we have inspected, and approved the return. Please note that Mind Performance Health Nutrition only approves credits for damaged stock if we are notified within 7 days of delivery. 

• Expired Stock: For stock that is on shelf and within 60-90 days of expiry, stores are encouraged to contact Mind Performance Health Nutrition to initiate a discount or free sample promotion arrangement. Please note, if the stock is sold with the knowledge of the expiry date, this replacement offer is not valid. 

• For stock that has been accepted into store on a trial basis, a request for stock to be swapped within these terms can be arranged. Please note that price differences may occur. The obligation for final acceptance of the stock rests with the retailer. The retailer must advise Mind Performance Health Nutrition of their intention to keep or return the stock no less than 7 days of the original invoice due date. If a re-order is placed during a trial period, the original trial stock will be considered accepted, and the invoice for the stock will be payable when due.

• Short Dated Stock: If a retailer accepts short-dated stock for a discount, all sales are final and cannot be accepted back by Mind Performance Health Nutrition for a credit.
  
  Distributor Procedures

• Damaged Stock: For stock that is damaged upon delivery, we will honour a credit or exchange the stock once we have inspected and approved the return. Please note that Mind Performance Health Nutrition only approves credits for damaged stock if we are notified within 7 days of delivery. 

• Expired Stock: Distributors may have their own policy for expired/expiring stock which must be signed and confirmed by Mind Performance Health Nutrition prior to commencement of the partnership.
  If the stock was sold with the knowledge of the expiry date, stock must be sold ‘as purchased’ and exchanges or credit offers will not be valid.

• Exchanging Stock: Stock exchanges are not permitted for distribution partners.

Short Dated Stock: If a retailer accepts short-dated stock for a discount, all sales are final and cannot be accepted back by Mind Performance Health Nutrition for a credit.