Your rights under the Australian Consumer Law always apply. This page explains how we handle returns and refunds in practice.
Your consumer guarantees
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights.
Faulty, damaged or incorrect items
If an item arrives damaged, faulty, or is not what you ordered, contact us within 7 days of delivery with your order number and photographs. We will arrange a replacement or a full refund, including return postage where the fault is ours.
Change of mind
Because these are temperature-sensitive research materials, we generally cannot accept returns simply because you changed your mind. Once a cold-chain product has left our control we cannot verify how it was stored, so we cannot resupply it safely.
If you have made an ordering mistake, contact us immediately — if the order has not yet been dispatched we can usually amend or cancel it.
Cancelling an order
You can cancel any order before it is dispatched for a full refund. Once an order has shipped it can no longer be cancelled.
How to start a return
- Contact us with your order number and what went wrong.
- We will confirm whether to return the item and give you the return address.
- Send the item back in its original packaging where possible.
Please do not send anything back before contacting us — unapproved returns may not be refundable.
How refunds are paid
Approved refunds are paid back by the same method you used to pay. Once we process a refund it usually appears within 3–10 business days, depending on your bank.
Partial refunds
Where only part of an order is affected, we refund only that part. Your admin records and our order history show exactly what was refunded and why.