Refunds & Returns
Last updated September 2026
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 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. Nothing in this policy limits those rights.
Damaged, incorrect or faulty items
If an item arrives damaged, is not what you ordered, or does not match its description (for example, the Certificate of Analysis for the batch), contact us within 7 days of delivery with your order number and photos of the item and packaging.
We will replace the item or refund it, including any reasonable return shipping we ask you to pay. For a major failure you may choose a refund or a replacement; for a minor failure we may repair or replace at our option, as the Australian Consumer Law provides.
Change of mind
Research reagents are sensitive to temperature, handling and contamination, so once an order has been dispatched we are unable to accept returns for change of mind. Please check your order carefully before confirming payment.
This does not affect your rights for damaged, incorrect or faulty items above.
Pre-orders and cancellations
You may cancel an order for a full refund at any time before it is dispatched, including pre-orders. Email us with your order number.
Pre-order items are supplied when stock arrives. If we cannot supply a pre-ordered item within a reasonable time we will tell you and offer a full refund or a substitute of your choice.
Lost or undelivered parcels
All orders are sent with tracking. If tracking shows a parcel has stopped moving or was not delivered, contact us and we will raise an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or refund you.
If you added the optional reshipment guarantee at checkout, we will reship a lost or confirmed-undelivered parcel once at no further cost.
How refunds are paid
Refunds are paid to the method you used to pay, in Australian dollars, within 10 business days of the refund being approved. PayPal payments are refunded through PayPal to the account that paid; cryptocurrency payments are refunded at the Australian-dollar value paid at the time of the order.
Making a claim
Email research@peptasticlabs.info with your order number, a description of the issue and any photos, or message us on Telegram or WhatsApp. We aim to respond within 2 business days.
This document is a general template for a research-supply business and is not legal advice. Have it reviewed by a qualified Australian lawyer before you rely on it.