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SHIPPING, return and refund

SHIPPING, RETURNS & REFUNDS

Last updated: 30 April 2026

This page covers everything you need to know about how we ship your
order, what to do if something goes wrong, and how returns and refunds
work. It forms part of our Terms and Conditions.

This policy is in addition to your rights under the Australian Consumer
Law (ACL) and the New Zealand Consumer Guarantees Act 1993. Nothing on
this page excludes, restricts or modifies any of those rights.

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PART A — SHIPPING AND DELIVERY
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1. WHERE WE SHIP

We ship across Australia and to New Zealand from our warehouse in
Moorebank, NSW. We do not currently ship to other countries.

All prices on generationucan.com.au are shown in Australian Dollars
(AUD) and charged in AUD.

2. DELIVERY TIMES (ESTIMATES)

– Standard Australia: 3–5 business days
– Express Australia: 2 business days (orders placed before 12:00pm AEST)
– New Zealand: 5–10 business days

These are estimates based on our carrier’s published timeframes. They
are not guaranteed delivery dates. Delivery times may be longer for
remote postcodes, during peak periods (such as Christmas and Black
Friday), or where carriers experience delays.

3. DELIVERY COSTS

– Standard Australia: $12.50
– Express Australia: $22.00
– Standard New Zealand: $30.00
– Free standard Australian shipping on orders over $220
– Free standard New Zealand shipping on orders over $250

4. DISPATCH AND CARRIER

Orders are dispatched from Moorebank, NSW, by our 3PL partner Keepspace,
typically within 1 business day of payment. Our primary carrier is
Australia Post. You will receive tracking information by email once
your order has shipped.

5. RISK AND TITLE

Risk in the products passes to you on delivery. Title in the products
passes to you once we have received full payment.

6. INCORRECT OR INCOMPLETE ADDRESSES

Please double-check your delivery address before placing an order. We
ship to the address provided at checkout. If a parcel is returned to
us due to an incorrect or incomplete address, or because no one was
available to accept it after the carrier’s redelivery attempts, we
will contact you and you will be responsible for the cost of
re-shipping.

7. INTERNATIONAL TRANSACTION FEES

Because Generation UCAN Ltd is a UK-registered company, your bank may
add an international transaction fee to your purchase. If your bank
charges this fee on your Australian or New Zealand transaction,
contact us at sales@generationucan.com.au with proof of the fee and
we will refund it as a goodwill gesture.

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PART B — IF SOMETHING GOES WRONG
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8. NON-DELIVERY OR LATE DELIVERY

If your order has not arrived within the expected delivery window
(see Section 2), contact us at sales@generationucan.com.au with your
order number. We will:

– Investigate with the carrier and locate your parcel
– If the parcel is confirmed lost in transit, send you a replacement
at our cost or refund you in full
– Keep you updated throughout

9. DAMAGED OR DEFECTIVE PRODUCTS

If a product arrives damaged, defective, or with a quality issue,
contact us within 14 days of delivery at sales@generationucan.com.au
with:

– Your order number
– A description of the issue
– A photo of the product and packaging where possible

We will assess your claim promptly and, if confirmed, offer you the
choice of:
– A full refund to your original payment method, or
– A free replacement sent to you at our cost

You will generally not need to return the product. If we do ask you
to return it, we will cover the return shipping cost.

10. WRONG ITEM RECEIVED

If you receive a product different from what you ordered (for example,
the wrong flavour, wrong quantity, or a missing item), contact us
within 14 days of delivery. We will arrange the correct item to be
sent at our cost, or issue a full refund — whichever you prefer.

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PART C — RETURNS AND REFUNDS
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11. YOUR RIGHTS UNDER AUSTRALIAN AND NEW ZEALAND LAW

Our products come with guarantees that cannot be excluded under the
Australian Consumer Law and the New Zealand Consumer Guarantees Act.

You are entitled to:
– A replacement or refund for a major failure, and compensation for
any reasonably foreseeable loss or damage
– A repair or replacement if the products are not of acceptable
quality and the failure is not major

A “major failure” includes products that:
– Have a problem that would have stopped you buying them if you’d
known about it
– Are unsafe
– Are significantly different from the description
– Don’t do what we said they would and can’t easily be fixed

For minor problems, we will choose between repair, replacement or
refund.

12. CHANGE OF MIND

Because our products are food and nutritional supplements, we cannot
accept change-of-mind returns for hygiene and food safety reasons.
This includes situations where:
– You ordered the wrong flavour or product by mistake
– You decided you don’t like the taste
– You no longer want the product

This does not affect your rights where a product is defective, of
unacceptable quality, or not as described (see Section 9 above).

13. HOW REFUNDS ARE ISSUED

Approved refunds are processed to your original payment method within
5 business days of confirmation. Your bank or card issuer may take
additional time before the refund appears on your statement, depending
on their processing times.

14. GIFT CARDS

Gift cards purchased from generationucan.com.au are valid for 3 years
from the date of issue, in line with Australian gift card laws. Gift
cards are not refundable except where required by law and cannot be
redeemed for cash. Any unused balance after expiry is forfeited.

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CONTACT US
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For any question about your order, delivery, returns or refunds:

Generation UCAN Ltd
Email: sales@generationucan.com.au
Trading address: c/o Keepspace, Moorebank NSW, Australia
Registered office: 85 Great Portland Street, First Floor,
London W1W 7LT, United Kingdom
ARN: 3000 2265 9464

We aim to respond to all enquiries within 1 business day.