Returns Policy

Last updated: 4 September 2026

Summary

We replace or refund products that arrive damaged, incorrect, or that do not match their certificate of analysis. Because these products are laboratory reagents supplied in sealed vials, we cannot accept returns for change of mind once a vial has left our control.

Your rights under the Australian Consumer Law are not affected by this policy.

Problems we will always fix

• Damaged in transit — a vial arrives broken, cracked or compromised.
• Wrong item sent — the product or presentation supplied does not match your order.
• Missing item — part of your order was not included.
• Does not match specification — the product does not correspond to the certificate of analysis issued for its lot.

Contact us within [7] days of delivery with your order number and photographs of the outer packaging, the vial and its label. We will replace the item or refund it, at your election.

Change of mind

We do not accept returns for change of mind.

These are laboratory reagents. Once a vial has left our custody we cannot verify how it has been stored or handled, and cannot return it to saleable stock or certify its integrity to another purchaser. This applies whether or not the seal has been broken.

Please check the product record, presentation and quantity carefully before ordering.

Orders not yet dispatched

If your order has not yet been dispatched we can usually cancel it and refund in full. Contact us as soon as possible with your order number. Once tracking has been generated the order cannot be cancelled.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. Where this policy offers more than the law requires, the more generous term applies.

How to raise a problem

1. Email [EMAIL] with your order number in the subject line.
2. Describe the problem and attach photographs of the outer packaging, the vial and the label. Photograph before unpacking further if the parcel arrived damaged.
3. We will respond within [24–48] business hours with next steps.

Do not send anything back before contacting us. Returns sent without prior agreement may not be accepted.

Refunds

Approved refunds are paid to the original payment method or, for bank transfer orders, to the account the payment came from. Refunds are processed within [5] business days of approval. Your bank may take a further few days to show the funds.

Where a return is agreed and the fault is ours, we cover return postage.

Contact

[EMAIL]
[LEGAL ENTITY NAME] ABN [ABN]