Returns & Refunds
1. Your consumer rights
This policy is subject to the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). The benefits provided in this policy are in addition to, and do not limit, your rights and remedies under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that applies under the Australian Consumer Law or any other applicable law.
twoxtwo® is a Food for Special Medical Purposes (FSMP) formulated for the dietary management of patients following metabolic or bariatric surgery. It is only available to verified patients and approved healthcare providers. All purchases are made under the access and supervision conditions set out in our Terms of Service.
2. Dispatch and delivery
Orders are dispatched within three to five business days. Most orders are delivered within five to ten business days, depending on your state or location. If a delay occurs due to stock availability, we will contact you promptly. You may substitute products or cancel your order at any time prior to dispatch if a product is unavailable. Orders cannot be cancelled once dispatched from our facility.
twoxtwo® is not liable for goods lost or damaged by Australia Post or any other third-party carrier once the order has left our facility. If your order does not arrive or arrives damaged, please contact us and we will work with you to resolve the matter.
3. Faulty, damaged or incorrectly supplied goods
If your order arrives damaged, faulty or is not as described, you are entitled to a remedy under the Australian Consumer Law. Depending on the nature of the failure, this may include a repair, replacement or refund. Please contact us within a reasonable time of receiving the goods and provide details of the issue, including photographs where relevant.
Where a remedy is a refund, the credit will be applied to your original payment method. Return postage costs for goods confirmed as faulty, damaged or incorrectly supplied are the responsibility of the consumer. We will assess each case individually and act in accordance with our obligations under the Australian Consumer Law.
4. Change of mind and other non-qualifying returns
twoxtwo® is an ingestible FSMP. For safety, quality and hygiene reasons, we are unable to accept returns of products once they have left our facility, except where required by the Australian Consumer Law. We do not offer refunds or exchanges in the following circumstances:
Taste preference
Flavour perception varies between individuals. We are unable to issue refunds based on taste preference alone. If you are uncertain whether twoxtwo® is suitable for you, we encourage you to speak with your healthcare professional before ordering.
Ordering the wrong item
Please ensure you are ordering the correct product for your circumstances. If you believe you have ordered the wrong item, contact us immediately and we will do our best to amend your order before dispatch. We cannot guarantee amendments after an order has been placed, and response times may be up to 24 hours on weekdays during Australian business hours. We are unable to accept returns or provide refunds for incorrect orders that have already been dispatched.
Ordering more than needed
Products cannot be returned once received. We recommend discussing your requirements with your healthcare professional before placing your order.
Allergen concerns
Full ingredient and allergen information is available on our website and on product packaging. It is your responsibility to review this information and, where necessary, consult your healthcare professional before ordering. twoxtwo contains whey protein hydrolysate, a milk derivative. If you have questions about ingredients, contact us or speak with your treating clinician before purchase.
Quality standards
twoxtwo® is manufactured to strict quality standards. To maintain the integrity of our products and to safeguard the health and well-being of our patients, we do not accept goods back into our facility once they have left. This applies regardless of the reason for return, except where required by law.
5. Medical supervision and eligibility
twoxtwo® is a Food for Special Medical Purposes. It must be used under the supervision of a healthcare professional as part of a medically guided programme following metabolic or bariatric surgery.
twoxtwo® is not suitable for everyone. Before using twoxtwo®, you should discuss its suitability with your treating clinician, particularly if you have any of the following conditions or circumstances:
• Diabetes or insulin resistance
• Hypertension or cardiovascular disease
• Kidney or liver disease
• Gastrointestinal disorders
• Any other medical condition requiring a special diet or regular medical review
• You are currently taking prescription medication
6. Contact and adverse event reporting
For all returns, refund enquiries or concerns about your order, please contact us via our website or by email. If you experience any unexpected or adverse reaction to twoxtwo®, please cease use and contact us immediately, and inform your treating healthcare professional.
Sydney Metabolic Institute - ABN 49 630 270 263
Contact: hello@twoxtwo.com.au