Refunds & Returns
Your rights under the Australian Consumer Law, and how we handle claims.
Your consumer guarantees cannot be excluded
Nothing on this page limits or removes any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. A business cannot override those statutory rights with its own policy, and we are not attempting to. Everything below sits underneath them.
Major Failure vs Minor Problem
Major failure — you choose
Where goods are unsafe, substantially different from their description, or unfit for their normal purpose and not easily remedied, that is a major failure. In that case the choice of remedy is yours: a replacement or a refund. We cannot insist on repairing it instead.
Minor problem — we remedy it
Where the problem is minor and can be put right, we will resolve it at no cost to you within a reasonable time. Given the nature of what we supply, that will usually mean a replacement rather than a repair.
What we will accept
Contact us and we will arrange a replacement or refund where a consignment arrives damaged in transit, where the item or vial mass supplied does not match what you ordered, where the batch supplied does not match its certificate of analysis, or where goods are otherwise not as described. Sealed, unopened items in original condition can also be returned where there has been a genuine supply error on our part.
What we generally cannot accept
We are generally unable to accept the return of opened or unsealed vials, because once a sterile research material has left our custody its integrity and storage history can no longer be verified, and it cannot safely re-enter stock. We are also not required to provide a remedy where you have simply changed your mind, found the item cheaper elsewhere, ordered the wrong compound or vial mass, or where the goods were damaged by mishandling or incorrect storage after delivery.
To be clear about the interaction: this paragraph describes change-of-mind returns, which the Australian Consumer Law does not require us to accept. It does not affect your consumer guarantee rights where goods are faulty, unsafe or not as described. Those rights still apply even if a vial has been opened.
How to Lodge a Claim
01 — Contact us promptly
Get in touch as soon as you notice the problem, ideally within seven days of delivery for transit damage, since carriers impose their own claim windows.
02 — Send the details
Include your order number, the batch number on the vial, and photographs of the item and the outer packaging. Retain the packaging until the claim is resolved.
03 — Resolution
Approved refunds are returned to the original payment method. Allow a few business days for your bank or card issuer to post the funds after we process them.
If we cannot resolve it
If you are not satisfied with how we have handled a claim, you can raise it with the Australian Competition and Consumer Commission at accc.gov.au, or with the consumer protection agency in your State or Territory. We would rather sort it out directly, but you are entitled to escalate.
This policy is a general template and should be reviewed by an Australian legal practitioner before you rely on it. Research Use Only: all compounds listed on this website are supplied strictly for in-vitro laboratory research, are not registered on the Australian Register of Therapeutic Goods, are not medicines, and are not supplied for human or veterinary use.