Refund policy

1. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery at contact@longevi.com.au with your order number and photos of the issue.

Once verified, we’ll offer one of the following solutions, depending on your preference and product availability:

  • A replacement item at no extra cost,

  • A full refund, including shipping costs.

This is in accordance with your rights under the Australian Consumer Law (ACL).

2. How to Request a Return

All orders are stored at ambient temperature in Victoria to ensure optimal freshness before dispatch. Once your order leaves our facility, temperature conditions and handling are managed by our delivery partners.

If your Longevi bars arrive a little softer than usual, simply place them in the fridge or a cool, dry spot for a short while to let them firm up. The quality and nutritional integrity remain unaffected, even if the bar’s shape softens slightly.

Please note that we are unable to take responsibility for any melting that occurs during transit in warmer conditions.

3. How to Request a Return

To initiate a return, please:

  1. Email contact@longevi.com.au with:

    • Your order number

    • A brief description of the issue or reason for return

    • Clear photos (if applicable)

  2. Our customer care team will confirm your return eligibility and provide a return address and instructions.

  3. Once your return is received and inspected, we’ll notify you of your refund or replacement status.

4. Refunds

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Shipping costs are non-refundable, except in cases where the item was faulty, damaged, or incorrectly sent by us.

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

5. Non-returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened or used personal care, wellness, or consumable products

  • Gift cards

  • Sale or clearance items (unless faulty or damaged)

6. Need Help?

If you have any questions about our returns or refunds process, please contact us:
📧 contact@longevi.com.au

Our support team will respond within 1–2 business days.