Returns at The Lady Shake

Returns & Refunds Policy

At The Lady Shake, we’re committed to providing high-quality products and a positive customer experience. If for any reason you are not satisfied with your purchase, we’re here to help.

Please read our Returns & Refunds Policy below for details on how we manage returns, exchanges, and refunds.

1. Change of mind

We do not accept returns or exchanges for change of mind.

Due to the consumable nature of our products, we do not accept returns or exchanges for change of mind. Please choose carefully before purchasing.

This does not affect your rights under the Australian Consumer Law.

2. Incorrect or damaged items

If you receive an incorrect, damaged, or faulty product:

  • Please contact our Customer Service Team at help@themanshake.com.au with your order number, product details (including batch number), a description of the issue, and photographs as required.
  • Once an initial review has been conducted, we may request the product be returned to us for Quality Assurance purposes. Where a return is requested, we will provide a Reply Paid label and arrange a replacement at no cost to the customer.

2.1 Refunds for requested returns for incorrect, damaged, or faulty items

Once your return is received and inspected:

    • We will notify you via email whether your refund has been approved.
    • Approved refunds will be processed to your original payment method within 5 to 10 business days.
    • Shipping costs are non-refundable unless the return is due to our error or a faulty product.

3. Exchanges before dispatch

Due to the consumable nature of our products, we cannot offer changes or exchanges once an order has been dispatched.

If you need to make a change to your order before dispatch (for example, flavour or product selection), please contact our Customer Service Team as soon as possible. We’ll do our best to assist where the order has not yet been processed.

We encourage customers to review their order carefully before completing their purchase.

4. Subscription orders

If you have a subscription with us:

  • When you sign up to a subscription, you are committing to a minimum of two deliveries.
  • You may pause or modify your subscription at any time. Cancellation is available after the second successful payment has been processed.
  • This minimum commitment helps us offer discounted pricing and manage production and fulfilment efficiently.
  • Changes or cancellations must be made prior to your next scheduled order being processed.
  • Cancellations apply to future orders only. No refunds are provided for orders that have already been processed or dispatched.

4.1 Failed or declined payments

If a subscription payment is unsuccessful:

    • We will automatically retry the payment in accordance with our payment provider’s retry schedule.
    • If payment continues to fail, the subscription may be temporarily paused until payment is successfully processed.
    • A subscription is only considered to have met the minimum commitment once two successful payments have been completed.
    • Customers will be notified of any failed payment attempts and may update their payment details at any time through their account.
    • We reserve the right to cancel or suspend subscriptions where repeated payment failures occur.

5. Requesting a return

To initiate a return, please contact our Customer Service Team:

help@themanshake.com.au

Include your order number, details of the product and reason for return, and supporting photos (if applicable). Our team will guide you through the next steps.

6. Consumer rights

This policy does not limit your rights under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund if a product is faulty, not fit for purpose, or does not match its description.

Contact us

If you have any questions about our Returns & Refunds Policy, please contact our support team:

Policy review

This policy will be reviewed annually or as required to ensure it remains aligned with best practice and company values.

Updated 19 February 2025

Returns Policy

We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please contact our customer service as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. In order to assist the return process, you may be required to send us information or images of defect for preliminary assessment and provide further information as reasonably requested by us. Unless we specifically request it, we will not require you to physically return opened products as they are perishable.

The Man Shake will provide you with the remedies as required under Australian Consumer Law, the Consumer Guarantees Act 1993 (NZ) or any other legislation, but does not accept other forms of returns.