Returns & Refunds
If a product arrives faulty, damaged, unsafe, not as described or simply not what you ordered, contact us and we will put it right at no cost to you. We do not accept change-of-mind returns once an order has been dispatched. Your statutory consumer rights always apply in full.
- Change of mindNot acceptedOnce an order is dispatched we cannot verify how a vial was stored. This applies to change of mind only.
- Faulty or wrong itemAlways coveredConsumer guarantees under the Australian Consumer Law cannot be excluded, and nothing here limits them.
- Major failureYou chooseRefund or replacement, your choice. For a lesser fault we choose, and must resolve it within a reasonable time.
- Refunds paid byBank transferWe take PayID and bank transfer, so there is no card payment to reverse. We ask for account details only after approving a refund.
If something is wrong, we make it right
You are entitled to a remedy whenever a product is faulty, arrives damaged, is unsafe, does not match its description or images, or is not what — or not how much — you ordered. These protections are backed by the consumer guarantees in Australian Consumer Law, apply automatically to every order, and nothing in this policy reduces them.
Who chooses the remedy
Serious problems are treated differently from minor ones, and the difference decides who picks the outcome.
| Type of failure | What it means | Who chooses | Remedy |
|---|---|---|---|
| Major failure | The problem is serious — the product is unsafe, substantially different from how it was described, or a reasonable person who knew about it would not have bought it. | You choose | A refund or a replacement, your choice. You may instead keep the product and ask for compensation for the drop in its value. |
| Failure that is not major | Something has gone wrong, but it is not serious enough to meet the test above. | We choose | We choose the remedy and provide it within a reasonable time. Our vials are sealed and not repairable, so in practice that means a replacement or a refund. If we do not fix it in a reasonable time, the choice passes to you. |
You may also be entitled to compensation for other reasonably foreseeable loss caused by a failure.
How long you have
We do not set a claim deadline. Any timeframe mentioned on this page is about helping us investigate quickly — none of them limits your rights.
Change of mind
We do not accept change-of-mind returns, exchanges or refunds once an order has been dispatched. That covers changing your mind, ordering the wrong product or quantity, no longer needing it, or finding it cheaper elsewhere.
Why. Our products have strict storage, handling and temperature requirements. Once a parcel leaves us we have no way to verify how it was kept — whether it was exposed to heat, light or moisture, whether seals stayed intact, or how it was handled. We cannot confirm an unbroken chain of custody for a returned vial, so we cannot be confident it is safe to supply to anyone else. This is a product integrity issue, not a commercial preference.
Please read the product description and specifications before ordering, and ask us anything you are unsure about first — we would much rather answer a question before you buy.
This section is about change of mind only. If a product is faulty, damaged, unsafe, not as described or not what you ordered, it does not apply — the sections below do.
A delivery that is running late is not a change of mind either. See Shipping & Delivery for how delays are handled.
Faulty, damaged or incorrectly supplied products
Contact us if a product arrives faulty, damaged, appears unsafe, is not as described, or is not what you ordered.
If we sent the wrong thing — wrong product, strength or quantity — we will put it right and cover the reasonable cost of returning it if a return is needed. You will not be out of pocket for our mistake.
Assessment. We may need to look at the product or the information you send before confirming a remedy. We will do that as quickly as we reasonably can and keep you posted. Asking for time to assess a claim is not a refusal of it, and we will tell you which category we think applies and why. If you disagree, say so — we will look again, and you are always free to seek independent advice.
Parcels damaged in transit
If a parcel arrives visibly damaged, photograph it before opening it where you safely can. That single photo is the most useful evidence there is. Then send us pictures of the shipping label, the outside of the parcel, the internal packaging, the product itself, and any broken seals or leakage.
Please tell us as soon as you reasonably can — ideally within 7 days of delivery, so we can raise it with the carrier while their records are current. That timeframe just helps the investigation — we will not refuse a legitimate claim because it was reported later.
If a product may be unsafe because of damage or leakage, do not handle it beyond what is necessary. Contact us and we will tell you what to do next.
Parcels that do not arrive
Shipping & Delivery sets out what to do while a parcel is still in transit. Once it is clear something has gone wrong, this is how we handle it.
Marked as delivered but not there. Check around the property, with others at the address, and with reception or a building manager if you are in a complex; look for a card directing you to a collection point; and contact the carrier, whose driver often records where a parcel was left. If it still has not turned up, tell us — ideally within 7 days of the delivery scan, because carriers keep driver records and depot footage only for a limited time. Again, that is about preserving evidence, not a deadline — people travel, share addresses, and do not always check tracking.
A tracking scan showing “delivered” is evidence, not proof, and we do not treat it as the end of the matter.
Your contract is with us, not the carrier. We will not simply refer you to them and treat the matter as closed. We open the enquiry, we chase it, and once it is complete we provide a remedy where one is appropriate.
How to lodge a claim
Email contact@australianresearchpeptides.au as soon as you reasonably can after noticing a problem. To help us sort it out quickly, please include:
- your name and order number
- the product name and strength
- what has gone wrong, in your own words
- clear photographs or a short video of the product
- photographs of the parcel, shipping label and packaging
- the date the parcel arrived
- how the product has been stored since it arrived
Send what you have. If you cannot provide all of it, that is fine — a gap in this list will not stop us looking into your claim. This information simply helps us investigate properly and raise things with our carrier or supplier where needed.
We aim to acknowledge claims within 2 business days. That is a target we work to rather than a guarantee, and it can take longer over holidays.
Keeping the product and packaging
Please keep everything until your claim is finalised — the product, the vial, seals, labels, outer packaging, protective materials and the shipping label. These often carry what is needed to identify a batch or work out where a problem started.
Please do not send anything back before we ask you to, unless disposing of it is reasonably necessary for safety. We provide a return address once a return is authorised. Parcels sent back without instructions can go astray, and we may not be able to match them to your claim.
Storage after delivery. Our products must be stored as set out on the product page, label or packaging, from the moment your parcel arrives. Where a problem was genuinely caused after delivery — by storage outside those conditions, contamination, tampering or mishandling — that may affect the remedy available.
To be clear: storage is only ever relevant where it actually caused the problem. If a product was defective, damaged in transit, not as described or not what you ordered, how you stored it afterwards changes nothing — and we will explain our reasoning if we ever rely on it.
Who pays return postage
Where the problem is ours — faulty, damaged in transit, not as described, or the wrong item — we cover the reasonable cost of returning it. We will either send a prepaid label or reimburse postage you have paid, so keep your receipt. You may also be entitled to recover other reasonable costs caused by the failure.
Where we assess a returned product and find no failure, we may ask you to cover the actual cost of collection and inspection. We will tell you the amount and the reason before charging anything, and we will not do it where you were entitled to a remedy. In practice we rarely do it at all — we would rather absorb the cost of an honest mistake than argue about it.
No restocking fees. We do not charge administration or handling fees on any refund.
Refunds
We take PayID and bank transfer rather than cards, so there is no card payment to reverse. Refunds are paid by bank transfer to an Australian account. Once we have confirmed your refund we will ask you for the account name, BSB, account number, and reasonable confirmation that the account belongs to you or to whoever paid.
We do not knowingly refund to an unrelated third-party account. Where the account name does not match the order or the original payment, we will ask you about it first.
Where a refund is due to a fault or failure on our side and the whole order is affected, we refund the original delivery charge as well.
Replacements
Where a replacement is the agreed remedy we send the same product, same strength and quantity, at no cost to you including delivery. If it is out of stock or discontinued we will talk through the options — waiting for stock, an alternative, or a refund instead.
Where a major failure means the choice between a refund and a replacement is yours, it is yours, not ours.
Cancelling or changing an order
Contact us immediately with your order number. The sooner you do, the more likely we can help — but we cannot promise it. Once picking has started, a label has been created, or the parcel has gone to the carrier, an order may be too far along to stop.
If we can cancel before dispatch, we refund you. Where a real, unrecoverable cost has already been incurred we may deduct it — but only where it is genuine, only where the law permits it, and only after telling you the amount. We do not apply cancellation fees that were not disclosed to you.
Once an order has been dispatched, the change-of-mind position above applies.
Pre-orders
Dates shown on a pre-order are our best estimate at the time of listing. They can move — supplier or manufacturing delays, testing timelines, freight disruption and other things outside our control. Where a pre-order date changes materially we will tell you as soon as we reasonably can.
You may cancel a pre-order any time before it ships, and we refund you in full. We do not deduct a fee where nothing has been supplied to you.
A short delay does not by itself entitle you to cancel after dispatch. But if a delay becomes unreasonable, or we cannot supply at all, we will make it right — including a refund where that is the appropriate remedy.
Contact us
Email contact@australianresearchpeptides.au with your order number. Support hours are Mon–Fri, 9:00am–5:00pm AEST.
Please contact us before sending anything back. We provide return instructions and an address once a return is authorised — that is how we make sure your parcel can be matched to your claim.
Changes to this policy
We may update this policy as our services, carriers or obligations change. The version on this page is always the current one.
The version that applies to your order is the one published when you placed it — later changes will not reduce the rights that applied to an order already placed.