Refund policy
Return & Refund Policy
Last updated: May 2026
At Cellfood (operated by Health 2U Pty Ltd), we are committed to your satisfaction and stand behind the quality of our products. This policy outlines your rights and our obligations under the Australian Consumer Law (ACL).
Your Rights Under Australian Consumer Law
Our products 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.
Faulty or Defective Products
If a product you receive is faulty, defective, or does not meet the manufacturer's quality standards (excluding damage caused during shipping by the carrier), please contact us within 7 days of delivery to arrange a return.
We will, at our discretion:
- Replace the item at no cost to you (return shipping charges may apply), or
- Provide a full refund if a replacement is refused or unavailable.
All returned goods are forwarded to the relevant manufacturer for evaluation and quality control.
Hygiene & Safety — Opened or Used Products
For health and hygiene reasons, we are unable to accept returns on any products that have been opened, partially used, or have had their seal broken, unless the item is faulty or defective under Australian Consumer Law. This applies to all Cellfood supplements and consumable health products.
Please ensure you are satisfied with your selection before opening any product.
Change of Mind & Order Responsibility
We are not required by law to accept returns for change of mind. However, if you change your mind after placing an order, please contact us as soon as possible — before dispatch — and we will do our best to assist.
Our checkout process includes a final cart review step, giving you the opportunity to check and confirm all items, quantities, and delivery details before your order is placed. By completing checkout, you confirm that your order is correct. We are therefore unable to accept claims that an order was placed by mistake.
It is your responsibility to review all information carefully before finalising your purchase. If you change your mind after completing this verification process, or if goods have already been dispatched, a return may be accepted subject to a restocking and handling fee of $32.95, plus return shipping costs and any applicable payment processing fees. Returned items must be unopened, unused, and in original condition.
We will always strive to act fairly and in the interest of all parties.
Missing or Incomplete Orders
If any item is missing from your order, you must notify us within 7 days of the delivery date. We will investigate and, at our discretion, dispatch the missing item (re-shipping charges may apply).
Please note: if you changed your delivery preference from Signature Required to Authority to Leave, liability for loss or non-delivery transfers to you, as transit cover is voided by that selection.
Failed or Incorrect Deliveries
Health 2U Pty Ltd is not responsible for failed or undelivered orders where:
- The delivery address provided at checkout was incorrect or incomplete, or
- The customer was unavailable for delivery and did not arrange redelivery or provide an Authority to Leave.
In such cases, return shipping and/or a restocking fee of $32.95 (plus current Australia Post rates) may apply for reshipping.
How to Request a Return (RMA)
To initiate a return, please submit a request via our contact us page with your order number and details of the issue. Our team will respond with a Return Merchandise Authorisation (RMA) number and further instructions. Returns sent without an RMA number may not be accepted.
Contact
If you have any further questions about this policy, please contact us.