Last updated: . Our return and refund policy for outdoor kits and program enrolments at Thrivecleansebio.
At Thrivecleansebio, we want you to be satisfied with your Move Outside Every Day program experience and outdoor kit purchases. This Return Policy outlines the conditions under which you may return outdoor kits, request exchanges, or cancel program enrolments. This policy applies to all products sold through thrivecleansebio.world and program enrolments processed by our Maroubra team. Your rights under the Australian Consumer Law are not affected by this policy and may provide additional remedies where products are faulty or services are not delivered with due care and skill.
You may return any outdoor kit purchased from Thrivecleansebio within 30 days of the delivery date, provided the item is unused, in its original packaging, and in resalable condition. This applies to the Starter Path Kit (A$89), Trail Companion Kit (A$149), and Summit Series Kit (A$249). Items that show signs of use, damage caused by the customer, or missing components from the original bundle may not be eligible for a full refund.
To initiate a return, contact us via the form on our Contact Us page or by telephone at +61481307778. Provide your order reference, the product name, and the reason for return. Our team will issue a Return Authorisation and provide instructions for shipping the item back to our Maroubra address at 63 Mason St, Maroubra NSW 2035, Australia. Returns must be shipped within 14 days of receiving your Return Authorisation.
If you are returning an item because it is faulty, damaged on arrival, or not as described, Thrivecleansebio will cover the cost of return shipping. For change-of-mind returns where the product is otherwise in resalable condition, the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we cannot process refunds for items lost in return transit.
Once we receive and inspect your returned outdoor kit, we will process your refund within 10 business days. Refunds are issued to the original payment method used for the purchase. Shipping charges paid at the time of order are non-refundable for change-of-mind returns unless the entire order is returned. If you received a bundle discount when purchasing a kit alongside a program enrolment, the refund amount will be calculated based on the individual item price at the time of purchase.
If you wish to exchange an outdoor kit for a different product in our range, please contact us within 30 days of delivery. Exchanges are subject to product availability. If the replacement item is priced higher, you will be charged the difference. If the replacement item is priced lower, we will refund the difference. Exchanged items must meet the same condition requirements as returns. Thrivecleansebio reserves the right to decline exchanges for items that do not meet return eligibility criteria.
If your outdoor kit arrives damaged, defective, or materially different from its description on thrivecleansebio.world, please contact us within 7 days of delivery with photographs of the issue. Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund for products that fail to meet consumer guarantees. We will assess each claim promptly and offer an appropriate remedy. Faulty product claims are not subject to the 30-day change-of-mind return window and may be lodged at any time within a reasonable period after discovering the fault.
If you cancel your enrolment in a Move Outside Every Day program more than 14 days before the scheduled start date, you are eligible for a refund of 80% of the program fee paid. A 20% administrative fee is retained to cover enrolment processing and reserved capacity. Cancellations made between 7 and 14 days before the start date are eligible for a 50% refund. Cancellations made fewer than 7 days before the start date are not eligible for a refund, but you may transfer your enrolment to a future cohort subject to availability.
Once a program has commenced, program fees are generally non-refundable. However, if you are unable to continue due to exceptional circumstances such as relocation outside the service area or a prolonged inability to participate, please contact us to discuss your situation. Thrivecleansebio may offer a partial credit toward a future program enrolment at its discretion. No refunds are provided for missed sessions due to personal scheduling conflicts or weather conditions, as alternative routes and makeup sessions are offered where feasible.
You may transfer your program enrolment to another person at no additional charge if the transfer request is made before the program start date and the substitute participant meets eligibility requirements. Transfers requested after the program has started require written approval from Thrivecleansebio and may incur an administrative fee of A$25.
The following items and services are not eligible for return or refund except where required by the Australian Consumer Law: digital program materials and route guides that have been downloaded or accessed; personalised pacing plans created specifically for your enrolment; gift cards or promotional vouchers; and items marked as final sale at the time of purchase. Opened or used hydration flasks and socks from outdoor kits cannot be returned for hygiene reasons unless faulty.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Return Policy limits or excludes these statutory rights. For more information about your consumer rights, visit the Australian Competition and Consumer Commission website.
Approved refunds are processed within 10 business days of our receipt and inspection of returned items, or within 10 business days of approving a program cancellation request. Depending on your financial institution, it may take an additional 3 to 10 business days for the refund to appear in your account. You will receive email confirmation when your refund has been processed. If you have not received your refund within the expected timeframe, please contact us and we will investigate promptly.
For return requests, exchange enquiries, or program cancellation, please contact Thrivecleansebio:
Address: 63 Mason St, Maroubra NSW 2035, Australia
Phone: +61481307778
Email: office@thrivecleansebio.world