Cancellation policy

This policy explains how Kywi subscriptions work and how to change or cancel them. It applies to subscription orders placed with KYWI PTY LTD through kywisupplements.com.

How subscriptions work

When you subscribe, you choose a pack size and a delivery frequency (for example 1 jar every 4 weeks, 2 jars every 8 weeks or 3 jars every 12 weeks). Your subscription renews automatically: we charge the card you saved at checkout on each renewal date and send your next order. The subscription price, frequency and any shipping charge are shown before you check out and in your order confirmation.

We email you a reminder before each renewal so you have time to make changes.

Subscription deliveries are sent five days before they are due by standard post, so they arrive before you run out. They ship free on orders of $100 or more.

Subscriber pricing

Subscriptions are discounted from our one-time price, as shown on the product page at the time you subscribe. Where we offer extra loyalty pricing for staying subscribed, the conditions (for example, from your fourth delivery) are shown on the product page. If we ever change subscription pricing, we'll tell you by email before the change applies to your next renewal.

Changing or cancelling

You can pause, skip a delivery, change your pack size or frequency, update your address or payment details, or cancel at any time from your account, with no cancellation fee and no minimum number of deliveries. To stop your next charge, make changes before your renewal date. If you'd rather, email us and we'll do it for you.

Once a renewal has been charged and packed, that order can't be cancelled, but any change you make applies from the next delivery.

Refunds and our guarantee

Our 30-day satisfaction guarantee applies to your first delivery only, on the terms set out in our refund policy. Because our products are ingestible, we can't accept returns of subscription orders for change of mind. If an order arrives damaged, defective or incorrect, contact us within 7 days and we'll replace or refund it.

Failed payments

If a renewal payment fails, we'll let you know and retry. If we can't take payment after a few attempts, your subscription will be paused until you update your payment details.

Your consumer rights

Nothing in this policy limits your rights under the Australian Consumer Law.

Questions? Email us with your order number and we'll help.