Refund policy
At AUS Peptide Labs, we are committed to providing high-quality research compounds. Due to the sensitive nature of our products and the strict quality control standards required for laboratory research, our refund and returns policy is designed to ensure the integrity of every item we dispatch.
This policy is in addition to your rights under the Australian Consumer Law (ACL).
1. General Returns
Due to the possibility of degradation and the strict cold-chain and handling requirements of research peptides, we do not accept returns or offer refunds for "change of mind" purchases. Once a product has left our facility, we cannot guarantee its storage conditions or purity, and therefore it cannot be restocked or resold.
Please ensure you have selected the correct products and quantities before finalizing your order.
2. Faulty or Damaged Goods
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you receive a product that is damaged during transit, incorrect, or defective, please contact us within 48 hours of receiving your order.
To initiate a claim for a faulty or damaged product, please provide:
•Your order number.
•A clear description of the issue.
•Photographic evidence of the damaged or incorrect item, including the packaging.
We will assess your claim and, if approved, offer a replacement or a full refund to your original payment method.
3. Lost or Delayed Shipments
While we strive to ensure timely delivery, AUS Peptide Labs is not responsible for delays caused by the courier or postal service. If your order is significantly delayed or deemed lost in transit by the carrier, please contact us. We will work with the carrier to investigate the issue and, if the package is confirmed lost, we will arrange for a replacement to be sent.
4. Order Cancellations
If you need to cancel your order, please contact us immediately. We can only process cancellations and issue full refunds if the order has not yet been dispatched from our facility. Once an order has been shipped, it is subject to our standard returns policy outlined above.