Returns, Refunds & Money Back GuaranteesUpdated a day ago
This article explains what you can do if you need help with an order, return, refund, or subscription, and the fastest way to get support.
The Fastest Way to Get Help (Recommended)
The quickest way to manage or check your order is through our self-service portal:
https://www.keto.com.au/pages/contact
Using this page, you can:
Track your order
Request a return
Request a cancellation (if eligible)
Report a delivery or order issue
Contact our support team with your order details attached
Using the portal helps us action your request faster.
You can also email us directly at [email protected], and we’ll action it for you.
Manage Your Account or Subscription Yourself
Account Details
Log in to your account to:
Update your delivery address
Update your email or phone number
Edit your profile details
Monthly Product Subscriptions
All monthly subscriptions are managed via the subscription portal:
https://www.keto.com.au/apps/subscriptions
From there, you can:
View upcoming orders
Update your delivery address
Update payment details
Skip or pause deliveries (where applicable)
Subscription cancellations are subject to the subscription terms, including a minimum order commitment.
Can I Get a Refund?
Refunds are considered case by case, based on your situation and the conditions below.
Refunds are not automatic.
Read the section below that best matches your situation before contacting us.
Scenario 1: Return an Unopened Product (30-Day Returns)
When this applies
The product is unopened
The purchase was made within 30 days
What you can expect
Full refund once the return is approved and received
Return shipping is paid by the customer unless otherwise agreed
What to do
Submit a request via https://www.keto.com.au/pages/contact
or email [email protected]Once confirmed, return the unopened product to:
Keto Australia
177 Halifax Street
Adelaide SA 5000Include your order number and contact details
Scenario 2: Money-Back Guarantee (If the Products Didn’t Work)
This is our Money-Back Guarantee.
When this applies
You may be eligible if:
You followed the Keto plan
You feel you did not see results
You used the products as directed
What the Money-Back Guarantee Covers
Full refund on unopened products
50% refund on consumed products
All requests are reviewed case by case and assessed in good faith.
What We Need to Review Your Claim
To request a Money-Back Guarantee review, email [email protected] with:
A before photo taken at the start
Screenshots from MyFitnessPal showing:
Carbohydrates at or below net 50 g per day
Calories at or below 1800 per day
At least 7 consecutive days of tracking
A short explanation of:
What you followed
Where you feel it didn’t work
Minor variations may still be considered reasonably.
Important to Know
Approval is not automatic
Digital products are not included
This guarantee is reviewed individually and fairly
Scenario 3: Digital Products
Digital products, including guides and downloads, are not refundable.
If you’re having trouble accessing a digital product, contact us and we’ll help.
Scenario 4: Order Delays or Lost Orders
What to do
Check your tracking email first
Then submit a request via https://www.keto.com.au/pages/contact
or email [email protected]
What you can expect
If delivery exceeds 14 days, shipping costs may be refunded
If delivery exceeds 28 days, you may be eligible for:
A full refund
A $20 gift card for inconvenience
How Long Do Refunds Take?
Refunds are processed within 10 business days of approval
Banks may take 1–10 additional days to show the refund
Refunds are returned to the original payment method
Important to Know
Refunds are reviewed individually
Refunds are not guaranteed
Opened products are only considered under the Money-Back Guarantee
Digital products are non-refundable
Bank processing times are outside our control
If You’d Rather Email Us
You can always contact us at:
Please include your order number and a short explanation so we can help you quickly.