Refund policy

Refund Policy – Ridgeline Endurance
Effective: March 2026

At Ridgeline Endurance, we stand behind the quality of our products and aim to make refunds and returns as straightforward as possible, in line with Australian Consumer Law (ACL).

1. Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the ACL.

You are entitled to a remedy if a product you buy from us:

  • is faulty or defective

  • does not match the description we provided

  • is unsafe

  • is substantially unfit for its intended purpose

Where there is a major failure, you can choose a refund, replacement, or repair.
Where there is a minor failure, we will repair or replace the product within a reasonable time.

These rights apply regardless of any sale, promotion, or discount.

2. Faulty, damaged, or incorrect products

If your order arrives faulty, damaged, or we send the wrong item, please contact us within 7 days of delivery:

Please include:

  • your order number or proof of purchase

  • a description of the issue

  • photos of the product and packaging (where possible)

If we agree there is a fault or error, we will, at no cost to you:

  • provide a replacement, or

  • provide a full refund (including original shipping), and

  • cover reasonable return shipping costs (or provide a prepaid label).

3. Change of mind refunds and exchanges

We are not required by law to offer refunds for change of mind, but we choose to do so under these conditions:

Eligibility:

  • you contact us within 30 days of delivery

  • items are unopened, unused, and in original packaging

  • items are in resalable condition (seals and hygiene packaging intact)

  • you provide proof of purchase (order number or receipt)

Not eligible for change of mind:

  • opened, used, or partially consumed products (e.g. gels, powders, chews, waffles, drink mixes)

  • bottles, flasks, or hydration gear that have been filled or used

  • sale or clearance items (unless faulty under ACL)

  • custom or personalised items

  • purchases made more than 30 days ago

For change of mind returns:

  • you are responsible for return shipping costs

  • original shipping costs are not refunded (unless required under ACL).

If you wish to exchange instead of refund (e.g. different flavour or product), this is subject to stock availability and the same eligibility conditions as above.

4. Products that cannot be returned (unless faulty)

For health, hygiene, and safety reasons, we cannot accept change of mind returns for:

  • opened gels, powders, electrolyte products, chews, waffles, drink mixes

  • items with broken seals or missing hygiene packaging

  • bottles, flasks, or hydration gear that have been filled or used

If these items are faulty, damaged, or incorrect, your ACL rights still apply.

5. How refunds are processed

  • Approved refunds will be processed via your original payment method.

  • Please allow 5–10 business days after approval for the refund to appear in your account (timing depends on your bank/payment provider).

  • You will receive an email confirmation once your refund has been processed.

6. How to start a refund or return

To request a refund or return, please contact:

Do not send items back before contacting us, as we need to confirm eligibility and provide return instructions.

7. Australian Consumer Law

For more information about your rights, visit the Australian Competition & Consumer Commission (ACCC) website: www.accc.gov.au.[5]


Returns Policy – Ridgeline Endurance
Effective: March 2026

This Returns Policy explains how to return products purchased from Ridgeline Endurance, whether they are faulty or you’ve simply changed your mind. It should be read together with our Refund Policy and your rights under Australian Consumer Law.

1. Contact us before returning anything

Before sending any item back, please contact us so we can confirm eligibility and provide instructions:

Please include:

  • your order number or proof of purchase

  • reason for return (faulty, wrong item, change of mind, etc.)

  • photos of the product and packaging (for faulty or damaged items)

We aim to respond within 1–2 business days.

2. Return timeframes and who pays shipping

Return type Contact timeframe Who pays return shipping?
Faulty, damaged, or incorrect item Within 7 days of delivery Ridgeline Endurance
Change of mind Within 30 days of delivery Customer



We may extend these timeframes in individual cases where it is reasonable to do so.

3. How to prepare your return

For all returns:

  • keep items in original packaging where possible

  • include your order confirmation or receipt in the parcel

  • pack items securely to prevent damage in transit

For change of mind returns:

  • items must be unopened, unused, and in resalable condition

  • you are responsible for return shipping costs

  • we recommend using tracked postage, as we are not responsible for returns lost in transit without a tracking number.

For faulty, damaged, or incorrect items:

  • we will provide a prepaid return label or reimburse reasonable return shipping costs, once assessed and approved.

4. Return address

Once we confirm your return, send items to:

Ridgeline Endurance
54 High Street
Beechworth VIC 3747
Australia

Please do not send returns to this address without contacting us first.

5. Items that cannot be returned (change of mind)

Due to health, hygiene, and safety reasons, we cannot accept change of mind returns for:

  • opened or used sports nutrition products (gels, powders, electrolytes, chews, waffles, drink mixes)

  • bottles, flasks, or hydration gear that have been filled or used

  • products with broken seals or missing hygiene packaging

  • sale or clearance items (unless faulty under ACL)

  • custom or personalised products

If any of these items are faulty, damaged, or incorrect, you may still be entitled to a remedy under Australian Consumer Law.

6. Inspection and processing

Once your return arrives:

  • we will inspect the item within 2–3 business days

  • if approved, we will process your refund, replacement, or exchange

  • we will notify you by email once this is completed

Refunds are processed under our Refund Policy and your ACL rights.

7. Damaged or lost parcels

If your order arrives damaged or appears tampered with, please:

  • take clear photos of the packaging and contents

  • contact us within 7 days at hello@ridgelineendurance.com.au

  • keep the packaging until we have assessed your claim

We will work with you (and the courier where necessary) to arrange a suitable remedy, which may include a replacement or refund.

8. Your statutory rights

Your rights under Australian Consumer Law cannot be excluded by this policy. Where products are faulty, unsafe, not as described, or unfit for purpose, you are entitled to a refund, repair, or replacement depending on the circumstances.