Return and Refund Policy

Last updated: 18 September 2026

If there’s a problem with your order, please email ketodirect@gmail.com with your order number and a description of the issue. Photos of a damaged or incorrect item, and its packaging, are helpful where available. We’ll review your request and explain the next steps.

Our products come with guarantees under Australian Consumer Law. If an item is faulty, damaged, unsafe or does not match its description, you may be entitled to a repair, replacement or refund, depending on the issue. These rights also apply to sale items.

We do not offer returns or refunds simply because you have changed your mind.

Please contact us before sending an item back so we can provide return instructions. If we confirm that an item has a problem covered by Australian Consumer Law, we’ll reimburse reasonable return postage costs in accordance with your rights. Please keep your postage receipt.

If your order is missing an item or has not arrived, email us with your order number so we can investigate. If a parcel is returned because it could not be delivered or collected, we’ll discuss redelivery options and any applicable costs with you.

Approved refunds will be made to the original payment method unless we agree on another method. The time it takes to appear in your account depends on your payment provider.