Last updated January 2025

Terms of service

OVERVIEW

Please read these Terms carefully before purchasing products from us.

• Who operates this site: This site is operated by Vitaco Health Australia Pty Limited and Vitaco Health (NZ) Limited, trading as MUSASHI. Throughout the site, the terms “we”, “us” and “our” refer to MUSASHI.
• How you can use this site: By using this site and/or purchasing something from us, you agree to these terms and conditions (Terms), including any additional terms and policies referred to in this site and/or available by hyperlink.
• Who hosts this site: This site and our MUSASHI store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products to you.

1 – WHO CAN USE THIS SITE

• Restrictions: To use this site and place orders you must be at least the age of majority where you live (which in most countries will be 18), you must have legal capacity to enter into a contract and use the payment method you use to pay for the products you order.
• Minors: If you are under 18 or cannot lawfully enter into a contract, you must have a parent or guardian review these Terms and place an order on your behalf.

2 – ACCURACY OF INFORMATION

• We provide this site for general information only: Whilst we do our best to ensure information on this site is up to date and accurate, we are not responsible if the information is not accurate, complete or current. All materials provided on this site are for general information only. Any reliance on the materials is at your own risk. Please consult an appropriately qualified health professional for tailored personal advice.
• What happens if we get something wrong: Occasionally there may be information on the site or provided to you through the site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, dispatch and shipping times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information on the site is inaccurate at any time without prior notice (including after you have submitted your order).
• Let us know if we have made a mistake: If you notice any mistakes on our site please let us know by contacting us at customerservice@vitaco.com.au.

3– OUR PRODUCTS

• What you can purchase online: You can purchase MUSASHI products via the site.
• Product descriptions: We work hard to ensure that the colours, images and sizes of our products displayed on the site are as accurate as possible. However, we cannot guarantee that your device’s display of any colour, image or size of a product exactly reflects our actual MUSASHI products. We may also change our product descriptions at any time without notice.
• Actual products: The colours and flavours of each product may vary from batch to batch due to inconsistencies that may exist within the raw ingredients used for manufacture of each product. We have implemented robust quality assurance and compliance procedures to ensure that all raw materials used in the manufacture of the products meet our minimum raw material specification requirements and the final colour or flavour will not affect the quality of the product.
• Consumption of product at your own risk: You consume all products at your own risk. We recommend that you always read the product labels and follow the dosage directions prior to consumption or use, or as directed by your healthcare professional. If symptoms persist, or if you need medical advice related to our products, please consult an appropriately qualified healthcare professional.
• Naturopaths and Nutritionists: If you have any questions related to our Products, our team of experienced Naturopaths and Nutritionist would love to hear from you. Please call our Naturopathic & Nutrition Team:
• Free Phone (AU) 1800 888 964
• Free Phone (NZ) 0800 268 872
• Product availability: We may change what products are offered on the site and may limit the quantity of items that may be purchased from time to time by any person or geographic region, without prior notice. We may also alter the terms or duration of any special offers or sale promotion at our sole discretion. We are not responsible for any stock outages or unavailability of products and may discontinue any product at any time.

4– CREATING AN ACCOUNT AND PURCHASING PRODUCTS

• How you can create an account: When you create an account with us you need to provide us with personal information including your name, gender, age, phone number, shipping address, billing address, email address and payment details. You must ensure this information is accurate and current.
• Your personal information: Our Privacy Policy applies to the collection use and storage of your personal information.
• Account login security: You are responsible for ensuring that your password and account login are kept secret and secure at all times. We will not be held responsible or liable for any misuse of your account in the event that a third party has access to and uses your password and account login in any way.
• Marketing consent: By using this site and its associated functionality, you consent to us sending you direct marketing communications to the email address you provide. You can unsubscribe from these emails at any time. Please refer to our Privacy Policy for further information on how we obtain your consent.
• How you can place an order for products: After you have created an account, you can order products from us by selecting the product(s) you wish to purchase and adding the products to your online shopping cart/basket, then clicking on checkout to proceed with your purchase. Once you’ve added the product(s) you’d like to your basket, you’ll go through to our checkout procedure where you’ll need to enter your contact details, delivery and billing information. Please carefully check your order (e.g. the product(s), size(s) and delivery address) before clicking the “place order” button.
• Acceptance of your order: Your order will be submitted by completing payment details and clicking the “place order” button. We will have accepted your order when we send an order confirmation to your nominated email address to confirm we have dispatched your product(s). It is your responsibility to ensure the correct contact details are entered and that the nominated e-mail address is regularly checked for correspondence.

5 – PRICE AND PAYMENT, ACCURACY OF BILLING AND ACCOUNT INFORMATION

• Prices: All prices can be displayed in AUD and will be indicated on the product page when you place your order.
• Accuracy of prices: While we make every effort to provide accurate information, inaccuracies or errors in pricing may occur. We are not responsible for such errors.
• We may change the prices of our products: Prices for our products are subject to change without notice. Once we have accepted your order, we will not change any prices that apply to the products in that order.
• Different prices elsewhere: Prices for products may differ from other third party online and physical store retailers and resellers. We do not price match.
• When and how you must pay: You must pay for all purchases at the time of checkout prior to order confirmation using one of the payment methods offered on the site. Payment for orders will be processed immediately upon confirmation of your order.
• Payment methods: Shopify Payments terms and conditions apply to your purchase: https://www.shopify.com/legal/terms-payments-au
• Risk and encryption: You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
• You must provide accurate information: You must provide us with current, complete and accurate purchase and account information for all purchases. You must promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

6 – WHEN CAN WE CANCEL YOUR ORDER OR SUSPEND THE SUPPLY OF PRODUCTS

• Reasons for cancelling an order: We may refuse or cancel any order you place with us. We may limit or cancel quantities purchased per person, per household or per order for example when:
• you are in breach of your payment obligations
• we become aware after order confirmation that the products are out of stock
• there has been a genuine pricing or product description error
• where products are subject to a product withdrawal or recall
• where the transaction is suspected of being the subject of credit card or payment-related fraud
• where we suspect the products are being ordered for commercial, business or re-sale purposes.
• We will let you know: We will notify you that your order is cancelled by contacting the e-mail and/or billing address/phone number provided at the time the order was made.
• Refund if we cancel: We will refund any amount already paid in respect of any cancelled order. In the case of part cancellation of an order, a refund will be provided on the amount paid that relates to the cancelled portion of the order.
• Suspension of supply of products: We may also suspend the supply of certain products when we need to make changes to products or update product specifications to comply with legal or regulatory requirements.

7 – DELIVERY

• How much does delivery cost: Information on delivery charges can be found in Shipping Rates. You are also responsible for paying any additional taxes, duties or charges which apply to your order. All sales are subject to clauses 7 and 8 of these Terms.
• When we will deliver the products: We will use all reasonable endeavours to ensure that all products are dispatched and delivered to you in a timely manner. Any date of dispatch notified on the site is an estimate only and is subject to change without notice. If any dispatch is delayed beyond 5 days we will email you to notify you of the delay.
• We are not responsible for delays which are outside our control: We are not responsible for delays in delivering products which is beyond our reasonable control (for example, but not limited to, if stock is unavailable, there are issues with our delivery providers or if there is a bad weather event). We’ll let you know as soon as possible if your delivery is delayed. If there is a risk of substantial delay, you can contact us to cancel your order and we’ll refund you for any products you’ve paid for but not received.

Reliable Delivery Service

• We use Australia Post and Star Track to ship to all Australian customers. We may use an alternative courier company if deemed necessary.
• We endeavour to ensure all orders received by 1:00pm (EST) are despatched same day.
• We endeavour to ensure all other orders are despatched next business day.
• Be aware that shipping times may experience delays during significant promotional events or peak seasonal periods such as Black Friday or the Christmas holiday season.

Tracking your delivery

• Once despatched, the courier company will notify you via email and/or SMS and provide consignment tracking information.
• Progress of your delivery can be tracked via the courier’s website.

Time of delivery

• All orders are despatched from Derrimut, Victoria, AUS.
• You will be notified via email and/or SMS once your Products have been dispatched.
• Please check your provided courier consignment tracking for consignment updates and estimated delivery times.
• Please contact us at customerservice@vitaco.com.au if you require any assistance with courier tracking, delays, or other delivery issues.
• We do not accept liability for delays in delivering Products which is beyond our reasonable control (for example, but not limited to, if stock is unavailable, there are issues with our delivery providers or if there is an adverse weather event).

Place of delivery

• Products will be delivered to the address you provide in your order.
• You must ensure that either someone is present to accept delivery or there is somewhere accessible, secure and safe to leave your order.
• Our couriers require a signature to leave your delivery, so someone needs to be at the delivery address to accept and sign for delivery so you may wish to consider providing us with your work address for delivery if you won’t be home during business hours. Alternatively, you can change your delivery status to “no signature required” in both the delivery comments field when placing an order, or with the Australia Post consignment tracking page.
• Deliveries are made Monday-Friday on days that are not public holidays. Our couriers do not make weekend deliveries or deliveries on statutory public holidays (including both federal public holidays and public holidays in your state).

Warranties and liability

• All Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund if the Products are faulty.
• All other warranties and representations are excluded, except those which are non-excludable in law, including the Australian Consumer Law.
• To assist us in resolving any problems you may experience, please inspect the Products upon delivery and report any shortage, discrepancy, defect, wrong specification or similar problem to us as soon as you become aware of it – see Refunds & Returns below for further information.

Cancellation by Vitaco

• We may cancel any order (in full or part) where:
• you are in breach of your payment obligations;
• we reasonably suspect that you are purchasing Products for the purposes of resale or resupply and that has not been agreed to by us;
• we become aware after order confirmation that the Products are out of stock;
• there has been a genuine pricing or Product description error;
• where Products are subject to a product withdrawal or recall; or
• where the transaction is suspected of being the subject of credit card or payment-related fraud.
• We will refund any amount already paid in respect of any cancelled order. In the case of part cancellation of an order, a refund will be provided on the amount paid that relates to the cancelled portion of the order.

Cancellation by customer

• It is your responsibility to ensure that your order is correct before finalising and making payment.
• You may be able to cancel an order if you advise us prior to your order being picked/shipped. To enquire about cancelling an order, please email us at customerservice@vitaco.com.au.
• We cannot be held liable if we are unable to complete your cancellation request after payment has been made and order released. 

8 – REFUNDS & RETURNS

All product or delivery complaints, replacement or return requests and other claims should be emailed to customerservice@vitaco.com.au .

For general enquiries call: (AU) 1300 360 077 (NZ) 0800 268 872

We do not have to give a refund or replacement if you change your mind about a purchase — so please choose carefully.

Consumer Guarantees Act (NZ) If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act 1993 (NZ) .

Australian Consumer Law

We strive to comply with all provisions of the Australian Consumer Law. Any unintentional deviations from said provisions are purely accidental, and we commit to rectifying them immediately upon notice.

We may request some or all of the following information to assist us with the assessment of any product or order claim:

• Order number
• Best customer contact details
• Product – Full name / size
• Product – Batch number
• Product – Expiry date
• Issue/complaint description
• Photo of stock

Failure to provide any of this information may make it more difficult for us to process your claim.

• All Product claims or other replacement or refund requests must be reported within a reasonable time following delivery. It would be helpful for us for you to include the relevant order or invoice number.
• Any Products which have a “best before date”, “expiry date”, or “use by date” by which they must be used, which are despatched by us at least 14 days prior to that date, will not be accepted back for credit or exchange for reasoning of short dating.
• All claims are subject to investigation by appropriate persons before a refund or replacement of the Products may be provided. If authorisation is given, Products returned must not have been damaged by you after delivery to you, and be returned as soon as reasonably possible. Please be careful when inspecting your Products.
• We will inspect all Products returned to us. If you are entitled to a refund then we will refund the price of your item (including the cost of delivery). Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit card/ PayPal account used to purchase the item.

 9 - SITE TERMS OF USE

Contents, Ownership and Use Restrictions

• We own the content on this site: The information contained in this site including all logos, titles, phrases, product names, images, illustrations, designs, photographs, video clips, writings, copyright, trademarks and other materials and other intellectual property rights associated with such materials that appear on this site are owned, controlled, or licensed (collectively referred to as the Contents) by MUSASHI or its subsidiaries and affiliates, or is the property of their respective owners and is protected by copyright, trademark and other applicable laws.
• Restrictions on use of Contents: Except where necessary in connection with shopping or placing an order, you may not copy, reproduce, distribute, republish, download, display, modify, post electronically or mechanically, transmit, record, or in any manner mirror the Contents without our approval.

Links to Other Websites

• We are not responsible for websites we link to: If you choose to leave this site via links to other third party sites, we are not responsible for your use of those sites use as we have no control over those sites. Any link to any third party product or service should not be interpreted as an approval or endorsement by MUSASHI of such site, product or service. 

Security

• You must not use this site or its Contents:
• In breach of any legislation or for any unlawful act; or
• To damage or disrupt this site or any other websites.

• In using this site you agree that you will not:
  • logging onto an account that you are not authorised to access;
  • attempting to interfere with service to any user, host or network, including, without limitation, via means of submitting a virus to the Website, overloading, "flooding," "spamming," "mail bombing" or "crashing"; or
  • attempting to transmit any "virus", "Trojan horse" or other software destruction or disruption device; 
• use any device, software, or other instrumentality to disrupt, damage or interfere with or attempt to disrupt, damage or interfere with the proper functioning of this site
• violate or attempt to violate the security of this site, including, without limitation:
• conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to this site without our express written consent; and
• use this site to transmit or send unsolicited commercial communications. 

10- USER COMMENTS, PRODUCT REVIEWS, FEEDBACK AND OTHER SUBMISSIONS

• Use of user comments: If, at our request, you send certain specific submissions (for example competition entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
• Monitoring of content: We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms.
• Responsibility for user comments: Your comments must not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. Your comments must not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
• Product Reviews Guidelines: We value your opinion of our products as it helps us innovate and improve our products for you. To make sure we can publish your review, we need to make sure we comply with various rules relating to reviews of our products, including helping us comply with the Therapeutic Goods Advertising Code which applies to the advertising of our products
• When writing your review:

DO

• Make sure you have actually used the product for its intended purpose before you review it so your review is truthful, accurate and not misleading.
• Keep it simple, focused on the product and its benefits.
• Be helpful - how will your review help others to choose whether the product is right for their supplement needs.
• Report any content which you think does not meet these guidelines to us.

DO NOT

• Use the review function to write about customer service, contact us instead if you want us to look into something for you.
• Mention competing products or competitors in your review or what you paid for the product.
• Post content which invades people’s privacy or include any personally identifiable information, such as full names, phone numbers or emails.
• Use inappropriate language, profanities, racist or sexual slurs, prejudiced, defamatory or unlawful comments, or terms of abuse.
• Post any links to other websites.

• Product Review Terms: By submitting a review you also agree to the following:
• You grant us a non-exclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media.
• You grant us and our sub-licensees the right to use the name that you submit in connection with your review, if they choose.
• You agree to waive your right to be identified as the author of such content and your right to object to derogatory treatment of such content.
• You must own any content you post in a review and such content must not infringe or violate the rights of any third party.
• You agree that all content you post in your review is accurate and truthful, is not misleading, is not defamatory and you will indemnify us for all claims resulting from the content you supply.
• You are not involved with the production, sale, supply or marketing of the products, nor are you an employee or officer of a corporation or are related to anyone that is involved with the production, sale, supply or marketing of the products.
• You are not an employee or contractor of a government agency, hospital or healthcare facility, a health practitioner, health professional, or medical researcher.
• You have not nor will be compensated for submitting this review.

11 - PERSONAL INFORMATION

• How we may use your personal information: We may only use your personal information as set out in our Privacy Policy.

12 – OUR RESPONSIBILITY FOR LOSS OR DAMAGE

• No warranties: To the fullest extent permitted by law, we do not guarantee, represent or warrant that:
• your use of the site or the Service will be uninterrupted, timely, secure or error-free;
• the results that may be obtained from the use of the site, Service, Contents, products or links provided on the site will be accurate or reliable or meet your requirements;
• the site will be error-free or that any errors will be corrected;
• this site is fit for purpose, free from computer virus or that Service through the site will be uninterrupted.
• Your use of the site is at your own risk: You agree that your use of, or inability to use, the site or Service is at your sole risk. The Service and all products delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

Limitation of Liability

• We are only responsible for foreseeable loss and damage which we have caused: If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this agreement or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the agreement was made, both we and you knew it might happen.
• We will not exclude or limit our liability to you where we are not legally allowed to do so: We do not exclude: liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products (including the right to receive products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care); and where products are defective in accordance with the local laws.
• What we are not liable for: In no case shall we be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any Contents (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the actual and direct damages proven in a court of law.

13 – INDEMNITY

• You agree to indemnify us: You agree to indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including without limitation legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these Terms, or arising out of any claim that you have breached any provision of these Terms.

14 – WHEN CAN WE OR YOU TERMINATE THIS AGREEMENT

• When these terms no longer apply: These Terms are effective unless and until terminated by either you or us. You may terminate these Terms at any time by notifying us that you no longer wish to use our Service, or when you cease using our site. We may terminate these Terms at any time if you do not comply with Terms.
• After termination: All of your and our obligations and liabilities incurred before the termination date shall survive the termination of this agreement.

15– EVENTS OUTSIDE OUR CONTROL

• We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control.
• An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, health crisis or other natural disaster, or failure of public or private telecommunications networks, backorder situations or delays caused by the retailer or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
• If an Event Outside Our Control takes place that affects the performance of our obligations to you:
• you will be contacted as soon as reasonably possible to notify you; and
• our obligations under these Terms will be suspended; and
• the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
• you may cancel an order affected by an Event Outside Our Control which has continued for more than 30 days from the date of order. To cancel please contact us. If you opt to cancel, you will have to return any relevant products you have already received (where applicable in accordance with these Terms), and we will refund the price you have paid, including any delivery charges (where applicable).

16 – COVID-19 EXCLUSION

• There exists at the date you access these Terms (Effective Date), a global pandemic relating to Covid-19 (otherwise known as Coronavirus and/or Novel Coronavirus) (Covid-19).
• As at the Effective Date, various governments and authorities across the globe have implemented a number of strict measures to prevent the spread of Covid-19 (including the closure of certain businesses, restrictions on the movement of people and/or certain goods).
• As such and notwithstanding anything to the contrary in these Terms, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by Covid-19 (Covid-19 Event).
• A Covid-19 Event shall include but not be limited to the following:
• closure of manufacturing plants, warehouses and/or other essential locations;
• restriction on the manufacture, sale and/or supply of products;
• an inability to receive and/or distribute products;
• closure of datacentres and/or other vital infrastructure;
• staff shortage;
• shortage of any electricity or other utility;
• embargo and/or any other trade restrictions; and/or
• accident to (or breakdown of) plant or machinery.

 If we suffer a Covid-19 Event, paragraph 3 of clause 15 of these Terms shall apply.

17 - OTHER IMPORTANT TERMS

• If we delay in enforcing our rights, we can still enforce our rights later: If we do not exercise or enforce any right or provision of these Terms, this does not mean that we cannot enforce such right or provision at a later date.
• These Terms are the entire agreement between us: These Terms and any policies or operating rules posted by us on this site or in respect to the Service constitute the entire agreement and understanding between you and us and govern your use of the Service.
• Which laws apply to this agreement: These Terms are governed by the laws of New South Wales, Australia. This means the purchase of products through our site and any dispute or claim arising out of or in connection with it will be governed by Australian law. You can bring proceedings in the courts of New South Wales, Australia.
• We may make changes at any time: We may update, change or replace any part of these Terms by posting updates and changes to our site. It is your responsibility to check our site each time you place an order for any changes. The most up to date version of the Terms will always be displayed on our site. Your continued use of or access to our site or the Service following the posting of any changes to these Terms means you accept those changes.
• We may transfer our rights and obligations: We may transfer our rights and obligations under these Terms another organisation, but this will not affect your rights or our obligations under these Terms.
• If a court finds part of this agreement illegal, the rest of the Terms still apply: If any provision of these Terms is determined by a court or other relevant authority to be unlawful, void or unenforceable, the rest of the terms will remain in full force and effect.

18- ALTERNATIVE DISPUTE RESOLUTION

• What happens if I have a dispute about something with you: No one wants the hassle or expense of going to court. We would prefer to settle any dispute with you amicably. Alternative dispute resolution or “ADR” is a process where an independent body considers the facts of a dispute and seeks to resolve it, without either party having to go to court. If you are not happy with how we have handled any complaint or product issue, you may wish to refer the dispute to ADR. Contact us for more details.

19 – COUPON CODES

• Typically, coupon codes expire after 12 months, although they can also be discontinued without prior notice.
• Coupon codes cannot be combined with any other offers or discounts including price matching of any other retailer nor applied to previous purchases. Coupon codes may not be combined with any other offers unless explicitly noted.

20 – MOBILE TERMS OF SERVICE

• The Vitaco mobile message service (the “Service”) is operated by Vitaco (“Musashi”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
• By consenting to Musashi’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Musashi through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).
• You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Musashi. Your participation in this program is completely voluntary.
• We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
• You may opt-out of the Service at any time. Text the single keyword command STOP to Musashi or click the unsubscribe link (where available) in any text message to cancel. You’ll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Musashi mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.
• For Service support or assistance, text HELP to Musashi or email team@musashi.com.
• We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
• The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.
• To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
• We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

22 – MUSASHI UNITED MEMBERS

• Upon successful Performance Lab membership registration, you will be entitled to a standard discount of 25% off regular-priced items unless otherwise. This discount is hereafter referred to as the “Membership Discount.”
• The lifetime Musashi United 25% discount is applied only when you are signed in as a Musashi United member.
• Shipping Rates - We will use every effort to get your order to you as quickly as possible at the Shipping rates shown when you click on the shopping cart and as follows (which are subject to change):

• First Order Discount - New email subscribers are eligible for an additional discount on their first purchase. This discount will be a total of 30% off the regular-priced items, inclusive of the Membership Discount. To clarify, this means that the first order will benefit from the original 25% Membership Discount and an additional 5% discount, totalling a 30% discount.
• Exclusions - The aforementioned discounts are applicable only to items that are not already on sale, bundled, or otherwise discounted. Items that fall under these categories will be processed at their respective prices without further discounts.

Transparency

We aim to be as transparent as possible in our advertising and communication. If any member feels there is ambiguity or misleading information, we urge them to contact our customer service at customerservice@vitaco.com.au for clarification.

Australia Shipping Rates

• $9.90 flat rate shipping for orders in Australia.

Payment

• You must pay for all online purchases at the time of online checkout prior to order confirmation in accordance with one of the payment methods offered on the Website. We offer the following payment methods:
• Paypal (Visa, Mastercard)
• PayPal allows you to make secure purchases without revealing your credit card number or financial information. Not only does PayPal help keep this information private, but it also guarantees 100% protection against unauthorized payments sent from your account. PayPal terms and conditions apply to your purchase: https://www.paypal.com/au/webapps/mpp/ua/useragreement-full?locale.x=en_AU
• Shopify Payments terms and conditions apply to your purchase: https://www.shopify.com/legal/terms-payments-au

21 - CONTACT INFORMATION

• If you have any questions about the Terms please email us at customerservice@vitaco.com.au.

• For general enquiries call:
  • (AU) 1300 360 077
  • (NZ) 0800 268 872

22 - PROMOTION TERMS & CONDITIONS

• Acceptance By adding product/s to cart or using the redemption code for an offer means you agree to these terms and conditions.
• Offer Period Promotions on https://musashi.com/ are available for a limited time as advertised. Musashi can cancel or change promotions at any time without notice. All specified amounts are in Australian dollars (AUD). Promotions are subject to availability.
• Redemption Enter the redemption code during checkout or use auto-applied codes/discounts. Codes can't be used with other offers unless stated. They're typically usable once.
  
• Gift with Purchase Offers Limited time, subject to stock availability and each order only qualifies for one gift. To qualify for a gift, ensure a minimum spend threshold is met specified in promotion and add the item to your cart after reaching this threshold.
• Up to Site-wide Offers Applies off the RRP and not all products will be discounted.
  

23 - REFER A FRIEND PROGRAM

• Open to all Musashi United Members
• Referral Reward: When you refer a friend who is a new customer, they will receive a $15 credit to use on their first order over $99, in addition to any existing member discounts.
• Referrer Reward: As the referrer, you will receive 7,500 Musashi Points (equivalent to $15) once your friend completes their first purchase. This is limited to one reward per new customer referred

• Musashi reserves the right to modify or cancel the "Refer a Friend" program at any time without prior notice.

24 - GIVEAWAY TERMS & CONDITIONS

• Musashi Social Media giveaway terms & conditions are outlined here.
  
• Musashi Photoshoot Mini-Fridge Giveaway are outline here.
• Musashi New Packaging Giveaway are outline here.

25- AI AGENT

Responses provided by our AI chatbot and/or AI Agent are generated automatically based on patterns in data and user interactions. While we strive for accuracy, we cannot guarantee the correctness, completeness, or reliability of the information provided. Users are encouraged to verify critical information independently or consult a qualified professional for specific concerns.

26- CLAIMS

Claims below are based on verified industry sales data provided by independent market research firms.

• #1 High Protein Bar in Australia, is based on dollar sales in Australian Grocery and Pharmacy channels, measured by Circana, for the 52 weeks ending 20 April 2025 (MAT 20/04/25).
• #1 Sports Nutrition Brand in Australia, is based on dollar sales in Australian Grocery and Pharmacy channels, measured by Circana, for the 52 weeks ending 8 October 2023 (MAT 08/10/2023).
  

All claims are supported by Circana retail scan data and are accurate at the time of publication. Data is available on request.