Returns & refunds.
Clear, fair handling for research-use orders — what can be returned, what can’t, and how we put it right.
Return window & eligibility.
You have 7 days from the date your order is delivered to request a return. To keep every batch traceable and protect the integrity of research material, only items that are unopened and unused in their original sealed packaging are eligible.
Eligible
- Unopened vials with the factory seal intact
- Items still in original packaging
- Request made within 7 days of delivery
Not eligible
- Opened, used, or unsealed vials
- Bacteriostatic water once opened
- Clearance & final-sale items
Start the conversation first. Please contact support before sending anything back — we’ll confirm eligibility and issue return instructions so your parcel is tracked and accounted for.
Why opened items can’t be returned.
Our products are research chemicals and are sensitive by nature. Once a vial’s seal is broken, its storage, handling, and chain of custody can no longer be verified. For the safety and integrity of every customer, opened or used items are non-returnable and cannot be resold or restocked.
This is the same standard applied across the laboratory-supply industry. It exists to guarantee that anything we ship is exactly as it left us — third-party tested, sealed, and batch-traceable. It is not a reflection of the order; it’s how we keep the whole catalogue trustworthy.
If something looks wrong the moment it arrives — a broken seal, a damaged vial, the wrong item — don’t open or use it. Photograph it as received and contact support; cases like that are handled below.
Damaged or lost in transit.
If your order arrives damaged, is missing, or appears to have been misdelivered, contact support so we can investigate. These issues are assessed separately from the 7-day return window above. Orders that include Shipping Protection receive priority review for covered transit loss, damage, or misdelivery under our Shipping policy.
Optional Shipping Protection excludes loss caused by an incorrect or incomplete delivery address supplied and confirmed by you. We compare the confirmed address with our shipping records before applying this exclusion. It does not apply where we changed the address incorrectly or the carrier delivered somewhere other than the confirmed destination. A tracking status of “delivered” alone does not establish correct delivery.
Get in touch with your order number and tracking details. If the parcel arrived damaged, include clear photos of the outer packaging and affected items. We review the available evidence and carrier findings, then explain the appropriate remedy. Covered Shipping Protection claims may be resolved with a reshipment or store credit; any replacement, refund, or other remedy required by Australian Consumer Law remains available whether or not you purchased protection.
- Damaged on arrival — photos of the outer parcel and the affected items
- Lost or misdelivered — we’ll trace it with the carrier and assess the claim against the delivery evidence and applicable protection terms
- Wrong item received — we’ll send the correct item and cover return postage
We assess optional protection under the terms shown when you placed your order; later changes do not remove earlier rights or promises. Nothing in this policy limits your rights under Australian Consumer Law or remedies for an error caused by us.
How to start a return.
Returns are quick and handled one-to-one. Don’t post anything back before you hear from us — unauthorised returns can’t be tracked or matched to your order.
- Contact support Message us through the Support page with your order number and a short note on what’s wrong.
- We review & confirm We’ll check eligibility against this policy — usually the same day — and reply with your options.
- You get instructions If approved, we’ll issue clear return instructions and the address to send your sealed items to.
- Resolution Once the return is received and approved, we process your replacement or refund.
Refunds & timing.
Approved refunds are issued to your original payment method — the card or pay-later service you checked out with. We process the refund once your return is received and approved; you’ll get an email confirmation the moment it’s sent.
Timing depends on your bank or provider once we’ve sent the refund — the final step is on their side. A research account keeps every order, batch COA, and refund record in one place so you can track status at a glance.
Non-returnable items.
For safety, integrity, and traceability, the following can’t be returned or refunded once opened or once dispatched. This keeps the catalogue sealed, tested, and trustworthy for every researcher.
- Opened vials — any item whose factory seal has been broken
- Bacteriostatic water once opened — sterility can’t be guaranteed after the seal is broken
- Clearance & final-sale items — clearly marked as final sale at the time of purchase
- Lab essentials that have been unsealed — syringes, swabs, and consumables once the seal is broken
Not sure if your item qualifies? Ask before sending it back. We’d rather sort it out with you up front than have a parcel arrive that can’t be accepted.
Talk to a real person.
Damaged parcel, wrong item, or a question about your refund? Send your order number and we’ll sort it — most messages get a reply within 24 hours.