Return and Refund Policy

Last updated: 17 August 2026

Because our products are research compounds whose integrity depends on controlled storage and handling, we cannot resell or re-stock items once they have left our facility. This policy explains when we can accept a return, replace an item, or issue a refund.

1. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality but the failure does not amount to a major failure.

2. When We Accept a Return

We will replace or refund your order where:

• The product arrived damaged — broken vial, compromised seal, or damaged packaging
• The wrong item was sent — you received a product or quantity you did not order
• The product is defective — it does not match the specification or certificate of analysis supplied
• The order was not delivered — confirmed lost in transit by the carrier

3. When We Cannot Accept a Return

We are unable to accept returns for:

• Change of mind, including ordering the wrong product or no longer needing it
• Opened, reconstituted, or used products, unless the fault was present on arrival
• Products stored or handled incorrectly after delivery, including exposure to heat, light, or moisture outside the stated storage conditions
• Products past their stated expiry or best-before date at the time of the claim
• Failure to achieve a particular research result — our products are supplied without any warranty of experimental outcome
• Orders seized, refused, or returned by customs in your destination country
• Delays caused by the carrier where the product itself is unaffected

4. Claim Timeframes

• Damaged or incorrect items: report within 7 days of delivery
• Non-delivery: report within 21 days of dispatch (domestic) or 45 days of dispatch (international)
• Suspected defect or specification mismatch: report within 14 days of delivery

Claims made outside these windows may not be able to be processed, as carrier and supplier claim periods will have closed.

5. How to Make a Claim

Email info@australianpeptides.com with:

1. Your order number
2. The product name and batch or lot number
3. A description of the issue
4. Clear photographs of the product, the label, and the outer packaging as received

Do not discard the product or packaging until your claim is resolved — we may need it as evidence for a carrier or supplier claim.

We will acknowledge your claim within 2 business days and aim to resolve it within 5 business days of receiving all information. Where a carrier investigation is required, resolution may take longer and we will keep you updated.

6. Returning a Product

Do not send anything back before we have authorised the return in writing.

If a return is required, we will provide return instructions and a return authorisation reference. Where the fault is ours, we cover return shipping. Where a return is authorised as a goodwill exception, return shipping is at your cost.

Returned items must be packaged to protect them in transit and must include the return authorisation reference.

7. Refunds

Approved refunds are issued to the original payment method.

• Refunds are processed within 3 business days of approval
• Your bank or card issuer may take a further 3–10 business days to post the funds
• Where a full order is refunded due to our fault, original shipping is refunded as well
• Where a partial order is refunded, shipping is not refunded

We cannot refund to a different payment method or a third-party account.

8. Replacements

Where you prefer a replacement, we will dispatch the correct or replacement item at no cost once the claim is approved, subject to stock availability. If the item is out of stock, we will offer a store credit or a refund.

9. Store Credit

Where offered and accepted, store credit is issued as a coupon code, has no cash value, is non-transferable, and is valid for 12 months from issue.

10. Cancellations

Orders can be cancelled at no cost before dispatch. Email info@australianpeptides.com as soon as possible. Once dispatched, an order cannot be cancelled and this policy applies.

11. Research Use Only

All returns and refunds are subject to our Terms and Conditions, including the requirement that products are used strictly for research and laboratory purposes. We cannot process any claim where the product has been used in or on humans or animals.

12. Contact

Australian Peptides 100 Collins St, Melbourne VIC 3000, Australia Email: info@australianpeptides.com