Refund & Return Policy
Last updated: 21 June 2026
1. Australian Consumer Law Guarantees
Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure. You are also entitled to have products replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
2. Eligibility for Return
Due to the specialised research nature of our products, we accept returns only in the following circumstances:
- The product received was damaged in transit
- The product received was materially different from what was ordered (wrong product, wrong concentration, or wrong quantity)
- The product was defective at the time of receipt
We do not accept returns or offer refunds for change of mind or where the product has been opened or used.
3. Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect product:
- Contact us within 7 calendar days of receiving your order through the Contact page available on this Website
- Include your order number, a description of the issue, and clear photographs of the product and packaging as received
- Do not dispose of any packaging or product before contacting us
We will assess your claim and, where valid, offer a replacement, store credit, or refund subject to your rights under the ACL.
4. Refund Process
Approved refunds will be processed to the original payment method within 5–10 business days of approval. You will be notified by email when the refund has been processed.
5. Return Shipping
Where we require a product to be returned, we will provide a prepaid return label or reimburse reasonable return shipping costs. Do not return products without first contacting us and receiving authorisation.
6. Products Not Eligible for Return
The following cannot be returned:
- Products that have been opened, used, or tampered with
- Products returned without prior authorisation
- Products returned outside the eligible timeframe
- Products ordered incorrectly by the purchaser
7. Governing Law
This policy is governed by the laws of New South Wales, Australia.
8. Contact
For all returns and refund enquiries, please contact us through the Contact page available on this Website.