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Returns & Refunds Policy
Last Updated: 21/05/2026
Compliant with Australian Consumer Law (ACL)
📦1. Overview
At AUSPEPLABS, we are committed to providing high-quality research products. Due to the nature of our products (laboratory research chemicals), we have specific policies regarding returns and refunds to ensure safety, quality, and compliance with Australian regulations.
This policy is designed to comply with the Australian Consumer Law (ACL) while addressing the unique nature of research chemical products.
⊘2. Products Not Eligible for Return
Due to safety and quality control reasons, we cannot accept returns for:
- Opened Products: Any product where the seal has been broken or packaging opened
- Used Products: Any product that has been partially or fully used
- Tampered Products: Any product showing signs of tampering or alteration
- Improperly Stored: Products damaged due to improper storage by the customer
- After 14 Days: Any request made more than 14 days after delivery
✓3. Products Eligible for Refund/Replacement
We may offer a refund or replacement for:
- Damaged in Transit: Products damaged during shipping (must be reported within 48 hours)
- Defective Products: Products that are defective or do not match the description
- Wrong Item: We shipped the incorrect product
- Missing Items: Items missing from your order
✉4. How to Request a Refund/Replacement
To request a refund or replacement:
- Contact us within 48 hours of receiving your order
- Email Contact@Auspeplabs.com.au or message us on Telegram
- Include your order number and detailed description of the issue
- Attach clear photos showing the damage/defect (if applicable)
- Wait for our assessment (typically 1-3 business days)
5. Assessment Process
Once we receive your request:
- We will review your request and supporting evidence within 1-3 business days
- We may request additional information or photos
- If approved, we will offer either a replacement or refund at our discretion
- Refunds will be processed to the original payment method within 5-10 business days
6. Your Rights Under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to:
- A replacement or refund for a major failure
- Compensation for any other reasonably foreseeable loss or damage
- Repair or replacement if goods fail to be of acceptable quality
However, these guarantees do not apply where:
- Products are used for purposes other than laboratory research
- Products are not stored or handled according to instructions
- Products are altered, tampered with, or damaged after delivery
7. Order Cancellations
You may request to cancel your order if:
- The order has not been shipped yet
- You contact us within 24 hours of placing the order
Once an order has been shipped, it cannot be cancelled. You must follow the returns process if applicable.
8. Shipping Costs for Returns
For approved returns/replacements:
- If the return is due to our error (wrong item, defective product), we will cover return shipping
- For change of mind or incorrect ordering, the customer is responsible for return shipping costs
