Refund policy

Here is a tailored Return & Refund Policy designed to match your Australian operational framework. Because you deal with research peptides, it explicitly enforces a "No Returns" policy for open/shipped products due to safety and contamination controls, which is standard and legally enforceable under Australian Consumer Law for this product category.

Peptide Factoryaus – Return & Refund Policy

1. All Sales Are Final

Due to the highly sensitive, perishable, and technical nature of laboratory research chemicals, all sales are final once your order has been handed over to the shipping carrier.

Because we strictly enforce quality, purity, and sterile chain-of-custody protocols for our compounds, we cannot re-shelf or verify the integrity of any product once it leaves our facility. Consequently, we do not accept returns or exchanges for change of mind, ordering errors, or cancelled research projects.

2. Order Cancellations

If you need to cancel an order, you must contact us immediately at office@peptidefactoryaus.com.

  • Cancellations are only permitted before the package has been processed and tendered to our third-party shipping carrier.

  • Once a tracking number has been generated or the parcel has left our facility, the order can no longer be cancelled, recalled, or refunded. Approved cancellations may be subject to a minor processing fee to cover non-refundable payment gateway transaction costs.

3. Damaged, Defective, or Incorrect Items

We take great care in packaging our research products, but we recognize that transit exceptions can happen. Under the statutory guarantees of the Australian Consumer Law, we will remedy items that arrive damaged or incorrect.

  • Reporting Window: You must inspect your delivery immediately upon receipt. Any issues—including physical vial damage, compromised secure seals, or receiving the wrong product—must be reported to us within five (5) business days of the carrier's marked delivery date.

  • How to File a Claim: Email office@peptidefactoryaus.com with your order number, a clear description of the problem, and high-resolution photographic or video evidence of the unopened, damaged, or incorrect vials as they arrived in the shipping box.

  • Resolution: If your claim is verified, we will arrange for a replacement to be dispatched to you at no additional cost, or issue a store credit/refund at our sole discretion. Do not send products back to us without prior written authorization.

4. Exemptions from Restocking or Refunds

We will not approve refunds, replacements, or credits under the following circumstances:

  • Products that have been unsealed, reconstituted, diluted, handled outside a sterile environment, or subjected to improper laboratory storage.

  • Shipments that are delayed by the carrier due to transit backlogs, weather events, or customs interventions.

  • Packages marked as successfully "Delivered" by the courier but claimed missing by the purchaser (please see our Shipping Policy regarding carrier investigations).

  • Orders sent to an incorrect address provided by the customer at checkout.

5. Processing of Approved Refunds

If a refund is approved by our team, it will be automatically processed back to your original payment method. Please allow up to 5 to 10 business days for your banking institution or credit card provider to clear and post the refund to your account.