Refund policy

Fibes Co. Refund Policy

Overview

This Refund Policy applies to purchases made through Fibes Co. Our products are consumable goods. For hygiene and safety reasons, general returns are limited. Nothing in this policy overrides your rights under the Australian Consumer Law.

30-Day First-Order Satisfaction Guarantee

We want you to feel completely confident trying Fibes Essential Daily Fibre.

If you are a first-time customer and do not notice a positive shift in your daily digestion, or if you genuinely dislike the taste, we will refund the purchase price of your single pouch under our 30-Day Satisfaction Guarantee.

To claim under our Guarantee:

  • The guarantee applies exclusively to your first single pouch (or 1 pouch within a multi-pack bundle) on your first order with Fibes Co.

  • Requests must be submitted between 14 and 30 days after delivery to allow sufficient time for your gut microbiome to adapt.

  • Contact us at hey@fibes.co with your order number and a brief description of your experience.

For food safety and logistics reasons, opened consumable pouches do not need to be returned to our warehouse. Original shipping fees are non-refundable.

Change of Mind (Non-Guarantee Orders)

Except as explicitly covered by our 30-Day First-Order Satisfaction Guarantee above, we do not offer refunds or returns for change of mind on repeat purchases, subscription renewals, or unopened excess stock. This includes situations where:

  • you changed your mind after a recurring subscription renewal processed

  • you ordered the wrong item by mistake

  • you expect different personal results on subsequent orders

Please review product information and manage subscription renewals carefully before purchasing.

Faulty or Damaged Products

 If your product arrives:

  • damaged

  • defective

  • significantly different from its description

Please contact us within 14 days of delivery. In accordance with the Australian Consumer Law, you may be entitled to a replacement, a refund, or another remedy. We may request photos or further information to assess the issue.

Consumable Product Returns

Due to food safety requirements, opened consumable products cannot be physically returned to our warehouse unless the product is deemed faulty under Australian Consumer Law. Unopened, factory-sealed products outside of your initial order may be eligible for return if pre-approved by our team (return shipping at customer expense).

Shipping Issues

If your order arrives damaged during shipping, please contact us within 7 days of delivery with photos of the transit packaging and product.

How to Request a Refund

To request a refund under our Guarantee or report an issue, contact: hey@fibes.co

Include:

  • Order number

  • Description of the issue or feedback on your 14-day trial

  • Photos where relevant (for damaged or faulty goods)

Processing Refunds

If a refund is approved, it will be issued to the original payment method. Processing times typically take 3–5 business days depending on your payment provider.