Refund policy
Thank you for choosing FWD FRM for your natural supplements and athleisure essentials. We comply fully with the Australian Consumer Law, and our goods come with guarantees that cannot be excluded.
Something wrong with your order?
If an item arrives faulty, damaged, unsafe, incorrect, or significantly different from how it was described, you are entitled to a refund, replacement or repair. Email us at info@fwdfrm.com within 14 days of receiving your order, with your order number and a photo, and we will sort it out. FWD FRM covers return shipping in these cases.
These rights apply to everything we sell, including sale and promotional items, and nothing else in this policy limits them.
30 Day Money Back Promise — flavoured supplements only
Trying a new flavour is a leap. If you genuinely don't love it, tell us within 30 days of your purchase date and you choose how we make it right:
- A full refund of what you paid, back to your original payment method, or
- 110% of what you paid as store credit — so a $69.95 tub comes back as $76.95 to spend on a flavour you'll like better.
The terms:
- Flavoured supplements only — not clothing, accessories or unflavoured products
- First-time purchases only
- One flavour per product, one unit per customer
- Contact us within 30 days of your purchase date
- Returned product must be at least 75% full
- The refund or credit is calculated on the original purchase price, excluding shipping
- Available to Australian residents
- Sale and promotional purchases aren't eligible
This promise sits on top of your rights under the Australian Consumer Law. It doesn't replace them.
Changed your mind?
We don't offer refunds for change of mind — that includes choosing the wrong flavour or size, no longer wanting the item, or ordering by mistake.
Clothing and accessories: contact us within 14 days of the date of purchase and we'll issue a store credit, provided the item is unworn, unwashed, undamaged, with tags attached and in its original packaging. Store credit, not a refund.
Supplements: outside the 30 Day Money Back Promise above, store credit may be offered at our discretion, provided the item is unopened, unused and in its original packaging.
Return shipping for change of mind is at your cost.
Sale and promotional items
Items bought on sale, as part of a promotion, or as part of a bundle or stack are not eligible for change-of-mind store credit or the 30 Day Money Back Promise.
Your rights under the Australian Consumer Law for faulty, damaged or incorrect items still apply, sale or not.
Returns and shipping
Unless an item is faulty or incorrect, return shipping is the customer's responsibility. Please use a tracked service and keep your tracking number — FWD FRM isn't responsible for items lost or damaged on the way back to us.
Refunds and store credits are processed once we've received and checked the returned item. Refunds are returned to your original payment method.
How to start a return
Email info@fwdfrm.com with your order number, what you'd like to do, and — if you're using the 30 Day Money Back Promise — whether you'd prefer the refund or the credit. Please wait for us to confirm your return before sending anything back, as we can't process parcels we aren't expecting.