Return Policy
Returns and refunds
For voluntary returns, you have 30 days from delivery to request a return. Please provide your order number or other proof of purchase.
Miracle Berry products
Unopened Miracle Berry products may be returned within our 30-day return policy. Opened Miracle Berry products are covered by our satisfaction guarantee on your first order only, provided no more than 50% of the product has been used. Please request your return within 30 days of delivery.
Berry powders
Powders may be returned for a change of mind only if unopened and in their original packaging, with the return requested within 30 days of delivery. If a powder is faulty, please contact us even if it has been opened.
Faulty, damaged or incorrect products
Please contact us if your product is faulty, damaged, incorrect or not as described so we can assess the issue and arrange the appropriate remedy. For faulty products, FruitMe will arrange a prepaid return shipping label. You do not need to pay return postage for a faulty-product return.
Your rights under Australian Consumer Law and other applicable mandatory consumer laws are not limited by this policy. Our voluntary 30-day window, first-order restriction, 50% usage limit, unopened/original-packaging requirements and sale-item exclusions do not limit those rights. The appropriate refund, replacement or other remedy will be provided as required by law.
How to request a return
Before sending anything back, contact support@fruitme.co, or submit a return request through your Shopify customer account if that option is available for your order. A request is not automatic approval. We will confirm eligibility, the correct return address and the return instructions. This process does not limit your statutory rights.
Return postage and addresses
Customers pay return postage for change-of-mind returns, including voluntary satisfaction-guarantee returns where the product is not faulty. For faulty products, we arrange a prepaid label. We will not also deduct return postage you have already paid from your refund. Original delivery charges for voluntary change-of-mind returns are non-refundable unless required by law.
Please wait for our return instructions before posting your parcel.
Australia:
FruitMe
11 Queens Rd
Melbourne VIC 3004
Australia
UK/EU:
B T S Beauty Ltd
354 Upper Richmond Road West
LONDON SW14 7JT
United Kingdom
United States:
FruitMe LLC
701 Tillery St
Unit 12-1571
Austin TX 78702
United States
For other regions, we will confirm the appropriate return address when your request is approved. We recommend using a trackable service when arranging your own return postage.
Exceptions and sale items
Ordinary change-of-mind returns require items to be unused and in their original packaging. The opened Miracle Berry first-order guarantee above is an exception. Gift cards, custom or personalised products, and goods that cannot safely be returned are excluded from ordinary change-of-mind returns. The product-specific rules above apply to our Miracle Berry products and powders; food is not subject to a blanket exclusion.
Sale items are excluded from ordinary change-of-mind returns. This does not limit the Miracle Berry first-order satisfaction guarantee or your statutory rights for faulty, damaged or misdescribed goods.
EU and UK statutory cancellation rights
Where EU or UK distance-selling cancellation rights apply, you may notify us that you wish to cancel within 14 days of delivery without giving a reason. Applicable legal exceptions may include goods that deteriorate or expire rapidly, personalised goods, and sealed goods unsuitable for return for health or hygiene reasons once unsealed. Not all food products are automatically excluded.
These statutory rights are separate from our voluntary returns policy. Customers pay change-of-mind return postage where permitted by law. We will refund standard outbound delivery charges where required and follow the applicable statutory refund and return deadlines. Our first-order, usage and packaging conditions do not override statutory cancellation rights.
Exchanges
For an eligible change-of-mind exchange, request a return first, then make a separate purchase for the item you want. For faulty or incorrect products, contact us so we can arrange the appropriate remedy.
Refunds
We will notify you once we have received and assessed your return and confirm the outcome. Approved refunds will be issued to your original payment method within 10 business days, or sooner where required by law. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed since approval, please contact support@fruitme.co. These processing arrangements do not delay any statutory remedy.
