Returns & Refunds Policy

Returns & Refunds Policy

We want you to be happy with what you buy from the PPI Perth online shop. If something isn’t right, this page explains exactly what you can return, how long you have, and how we’ll sort it out.

1. Your rights under the Australian Consumer Law

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Those rights always apply, whatever this policy says. Anything below is either us meeting those guarantees or going further as a goodwill gesture.

2. Change of mind — 30 days

If you’ve changed your mind, you can return an item within 30 days of delivery (or 30 days from purchase for in-store buys) for a refund. To qualify, the item must be:

• Unused and in the condition you received it
• In its original, undamaged packaging with tags and seals intact
• Complete, including all accessories, manuals and parts
• Accompanied by proof of purchase — your order number, confirmation email or receipt

We refund to your original payment method. If you paid by card, the refund goes back to that card, so please have it with you for in-store returns. We don’t charge a restocking fee. Change-of-mind returns are sent back at your cost, and we don’t refund the original shipping charge.

3. What we can’t accept for change of mind

Some products can’t be resold once they’ve been opened because of health and hygiene rules. These can’t be returned under the 30-day change of mind policy:

• Opened or used supplements, protein powders, bars, electrolytes and collagen
• Opened creams, balms, heat rubs, foot sprays and heat patches
• Opened or used tape, bandages, dressings and foot-care items
• Worn braces, supports and compression garments
• Pillows and recovery tools once they’ve been used
• Used sunglasses, or sunglasses without their case and tags
• Custom-made or personalised items, including custom orthotics

This only applies to change of mind. If any of these items are faulty, unsafe, or not what you ordered, your Australian Consumer Law rights apply in full and we’ll sort it out.

4. Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, or isn’t what you ordered, contact us within 30 days of delivery — or as soon as you notice a problem. Please send your order number and a photo of the item and its packaging to info@ppiperth.com.au.

We’ll cover the cost of return postage and, once we’ve assessed the item, you can choose between a refund, a replacement, or a repair. For a major failure you can choose a refund or a replacement, and you’re also entitled to compensation for any reasonably foreseeable loss or damage.

Please don’t throw away the packaging before you contact us — we usually need it to claim the fault or lodge the item with the supplier.

5. How to start a return

1. Email us at info@ppiperth.com.au with your order number, the item, and the reason for the return. Attach a photo if the item is faulty or damaged.
2. Wait for our reply. We respond within one business day with a return authorisation and the return address. Please don’t post anything before you hear from us, because unauthorised returns can’t be matched to an order.
3. Pack it up. Repack the item securely in its original packaging, with any accessories and your order paperwork. Include the return authorisation number on the outside.
4. Send it back or bring it in. Post to PPI Perth, 144 Cambridge St, West Leederville WA 6007, or hand it to reception during opening hours.

6. Refund and replacement timeframes

If we don’t have a replacement in stock, we’ll offer you a refund or let you know when it’s due back in and hold one for you.

7. Return postage

Faulty, damaged or incorrect items: we cover return postage. Send us the postage receipt and we’ll reimburse the standard tracked postage cost, or arrange a prepaid label for you.

Change of mind: return postage is at your cost, and it’s your responsibility until it arrives with us. We recommend tracked postage so you have proof it was sent.

In person: returns dropped to reception at 144 Cambridge St, West Leederville are free.

8. Exchanges

If you need a different size, colour or flavour, the quickest way is to return the original item for a refund and place a new order — that way nothing sells out while your return is in transit. If you’d rather swap directly, tell us in your return email and we’ll hold the replacement for you, subject to stock.

9. Cancelling an order

If you’ve ordered the wrong thing, email or call us as soon as you can. We can cancel and refund any order that hasn’t been dispatched yet. Once an order is on its way, the returns process above applies.

10. In-store purchases

Purchases made at PPI reception follow the same policy. Bring your receipt or order note, and the card you paid with if you’re after a refund.

11. Questions

If anything here isn’t clear, or you think we’ve got a return wrong, talk to us first — we’d rather sort it out than have you unhappy.

PPI Perth (Peak Performance Institute)
144 Cambridge St, West Leederville WA 6007
Phone: (08) 9381 1265
Email: info@ppiperth.com.au

This policy was last updated on 2 November 2026. We may update it from time to time — the version on this page is the one that applies to your order. See also our Terms & Conditions and Privacy Policy.