Refund policy

Last updated: 30/11/2025

This Refunds & Returns Policy explains how NEUROSTATE Pty Ltd as trustee for The Focus Group Trust (ABN 96 921 714 263), trading as "abitagum", handles refunds, returns and issues relating to the purchase of products from https://abitagum.com.au.

Nothing in this Policy limits your rights under the Australian Consumer Law (ACL).

For any questions or return requests, contact us at hi@abitagum.com.


1. Overview

This Policy applies to all purchases made through abitagum.com.au. It covers:

  • our 30-day money-back guarantee,

  • your rights under the Australian Consumer Law, and

  • how to request a refund, return or replacement.


2. 30-Day Money-Back Guarantee (Change of Mind)

We want you to feel confident trying abitagum. If you're not happy with your purchase for any reason, you can request a 100% refund within 30 days of receiving your order.

Conditions:

  • The product must have been purchased directly from abitagum.com.au.

  • You do not need to return unused gum (it is a consumable product).

  • Returning the bottle or packaging is required

  • You must provide proof of purchase (order confirmation or receipt).

Once approved, we will process your refund to the original payment method.


3. Faulty or Defective Products (Australian Consumer Law)

Your rights under the ACL apply in full.

You are entitled to a refund, replacement or repair if a product has:

  • a major failure (e.g., unsafe, significantly different from description, or unfit for normal use), or

  • a minor failure that cannot be fixed within a reasonable time.

If your product arrives damaged, faulty or incorrect, we will:

  • replace it or refund it (your choice), and

  • cover all return shipping costs where a return is required.

We may ask for a photo of the issue to speed up the process.

Nothing in this Policy restricts your consumer guarantee rights.


4. How to Request a Return or Refund

To start a return or refund request, email us at hi@abitagum.com with:

  • your full name

  • your order number

  • a brief description of the issue

  • photos (if the product is faulty or damaged)

We will respond within 3–5 business days with next steps.


5. Exchanges

We offer exchanges only for faulty or defective items covered under the ACL.

We do not offer exchanges for change-of-mind returns. In those cases, a refund is the best path.


6. Processing Times

Once a refund is approved:

  • we typically process the refund within 3–5 business days;

  • your bank or payment provider may take additional time to release the funds;

  • refunds are always sent back to the original payment method.


7. Shipping Costs

  • Faulty items: abitagum will cover all return shipping costs if a return is required.

  • Change of mind: customers may be responsible for return shipping where applicable.

We will confirm any costs during the return process.


8. Late or Missing Refunds

If your refund seems delayed:

  1. Check your bank account or card statement.

  2. Contact your bank or payment provider — processing times vary.

  3. If you've done the above and still haven't received it, email us at hi@abitagum.com and we'll help.


9. Contact Us

If you have any questions about this Policy or need assistance:

NEUROSTATE Pty Ltd as trustee for The Focus Group Trust
Trading as "abitagum"
30–32 Bowden Street, Alexandria NSW 2015, Australia
Email: hi@abitagum.com