Returns & Refund Policy
Understanding your rights and options if something isn't right with your order.
Important — How Orders Work
All product orders (LactiGo and Fortigo) are placed directly through LactiGo Inc.'s platform at my.lactigo.com. The Carnosine Edge (Debra Mielke) is an independent brand partner — we do not handle, stock, or ship product, and we do not process payments.
Returns, refunds, and order issues must be directed to LactiGo's customer support in the first instance. Debra is available to assist in facilitating communication where needed.
LactiGo's Return Policy
LactiGo Inc. operates a satisfaction guarantee. If you are not satisfied with your LactiGo or Fortigo product, please contact LactiGo's support team directly through the platform where you placed your order (my.lactigo.com). Their team will assess your situation and advise on available remedies including replacement or refund.
Australian Consumer Law Rights
Your purchase of LactiGo or Fortigo products comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
- A refund or replacement for a major failure
- Compensation for any reasonably foreseeable loss resulting from a failure
- Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure
These rights exist regardless of any other policy and cannot be waived.
Pre-Launch & International Shipping Considerations
We are currently in a pre-launch stage in Australia. Orders are shipped from the USA. If you are using a forwarding shipping service (such as MyUS), please be aware:
- Returns shipping costs from Australia to the USA are the responsibility of the customer unless the return is due to a product fault
- Customs or import duties paid are generally non-refundable
- Forwarding service fees are non-refundable
Australian production is expected within months, which will simplify returns and refunds significantly.
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect product, please contact us immediately at debra.m71@gmail.com with your order details and photos if applicable. We will liaise with LactiGo to resolve this as quickly as possible at no additional cost to you.
Need Help?
If you have any concerns about an order, Debra is available to assist:
- Email: debra.m71@gmail.com
- Contact form: thecarnosineedge.com/about