REFUNDS AND RETURNS
This policy explains how we handle damaged, faulty, incorrect, missing, or cancelled orders while preserving your rights under the Australian Consumer Law.
Last updated: 16 July 2026Overview
Our products are specialised and may be sterile, temperature-sensitive, perishable, or supplied solely for research use. For that reason, we generally cannot accept change-of-mind returns. This policy does not limit consumer guarantees or remedies that cannot be excluded under the Australian Consumer Law.
Faulty, damaged, incorrect, or missing items
Email [email protected] within seven days of delivery. Include your order number, a clear description of the issue, and photographs of the product, packaging, shipping label, and damage where relevant.
Available remedies
- For a major failure, eligible consumers may choose a refund or replacement.
- For a minor failure, we may repair, replace, or refund the affected item in accordance with the Australian Consumer Law.
- Approved refunds are normally returned to the original payment method where practicable.
Cancellations
Cancellation requests must be received before dispatch. Send your order details to [email protected]. Once an order has been shipped, it cannot ordinarily be cancelled.
Authorised returns
Do not send products back without written authorisation. Where a return is approved, products must generally remain unopened, unused, and in their original packaging. We will provide return instructions and any applicable handling requirements.
- If the return is required because of our error or a product fault, we will cover reasonable return postage.
- For any other authorised return, return postage may be the customer’s responsibility.
Processing time
We aim to respond within five business days. Approved refunds are generally processed within 14 business days after agreement or receipt and assessment of returned goods, as applicable. Bank processing times may vary.
Business purchasers
If you purchase in trade or commerce and are not a consumer for the purposes of the Australian Consumer Law, some statutory guarantees may not apply. To the extent permitted by law, remedies for business purchases are limited as described in our Terms and Conditions.
Contact
For returns, order problems, or refund enquiries, contact [email protected].
Contact our support team and include the page or order details relevant to your question.