Refund & Returns Policy
Your rights when something isn't right with an order, and how to request a refund or replacement.
This policy applies to all orders placed through australianpeptides.net. It sits alongside — and does not limit — your rights under the Australian Consumer Law (ACL).
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, not as described, or does not match its stated specification, you are entitled to a replacement or refund. Nothing in this policy removes or limits those consumer guarantees.
Faulty, damaged or incorrect items
If your order arrives damaged, is missing items, or is not the product you ordered, please contact us within 7 days of delivery at support@australianpeptides.net with:
- your order reference (e.g. AP-1001);
- a description of the issue; and
- clear photos of the product, label and packaging where relevant.
Once we've confirmed the issue we will arrange a replacement or a full refund, including any return postage where a return is required. We may ask you to return the affected item before a replacement is dispatched.
Change of mind
Because our products are temperature-sensitive research materials whose integrity and sterility cannot be verified once they have left our facility, we are generally unable to accept returns or offer refunds for change of mind on items that have been dispatched. Please review your order carefully before placing it. If you notice a mistake, contact us immediately — if your order has not yet been dispatched we can usually amend or cancel it.
Orders awaiting payment
Orders are only dispatched after payment is received and confirmed. If you place an order but decide not to proceed before paying, no charge applies and the order simply lapses.
Non-delivery or lost parcels
If your order has not arrived within the expected delivery window, contact us with your order reference and we will investigate with the carrier and, where appropriate, resend or refund your order.
How refunds are issued
Approved refunds are returned via the same method used to pay for the order (PayID, Wise, or the original payment channel). Refunds are typically processed within 5 business days of approval; the time for funds to appear depends on your bank or payment provider.
Contact us
For any refund or return request, email support@australianpeptides.net and we'll reply within one business day.