Our guarantee in one sentence
If what arrives is damaged, incorrect, or does not match the certificate for its batch, we will replace it or refund you in full, including the shipping you paid, with no restocking fee and no argument.
Why we cannot accept change-of-mind returns
Peptides are temperature-sensitive research materials. Once a vial has left our -20°C storage and our custody, we have no way to verify how it has been stored, whether the seal has been disturbed, or whether it can be safely supplied to another laboratory. For that reason all sales are final once the parcel has been lodged with Australia Post, and we cannot accept returns for change of mind, over-ordering or ordering the wrong strength. Please check your cart carefully. We are happy to amend an order at any time before it is packed.
What we do replace or refund
- Vials that arrive broken, leaking, or with a damaged seal.
- An incorrect compound, strength or quantity compared with your order.
- A product that does not match the specification on its Certificate of Analysis.
- A parcel confirmed lost by Australia Post.
How to lodge a claim
- Within seven days of delivery, email us with your order number, the batch number on the vial label, a short description of the problem and photos of the packaging and vials. Please do not discard the packaging until we have replied.
- We acknowledge every claim within one business day and usually resolve it in the same reply.
- Approved claims are replaced by Express Post at our cost, or refunded to the payment method you used. Refunds are processed within two business days of approval; your bank may take a further 1–5 business days to show the credit.
In most cases we will not ask you to return the item. Where a return is required for investigation, we arrange and pay for the collection.
Your rights under the Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded, including that they are of acceptable quality and match their description. If a product fails to meet a consumer guarantee you are entitled to a replacement or refund for a major failure and to compensation for reasonably foreseeable loss or damage.
Contact
Email contact@aussiepeptideco.com with your order number, or call us Monday to Friday, 9AM–5PM AEST.