Returns & Refunds Policy

Research Products — Important Notice

All products sold by Peptide Warehouse Australia are supplied strictly for in-vitro laboratory and research purposes only. They are not medicines, not intended for human consumption, and are not eligible for return on the basis of change of mind, as is standard for research chemical supply.

When We Accept Returns or Issue Refunds

We will always make it right in the following circumstances:

• Damaged in transit — if your order arrives with a broken vial, damaged packaging, or compromised product seal, contact us within 48 hours of delivery with photographic evidence. We will arrange a replacement or full refund at no cost to you.
• Incorrect item sent — if you receive a product different from what you ordered, contact us immediately. We will ship the correct item express at our cost, or issue a full refund.
• Item not received — if your tracked parcel is not delivered and Australia Post confirms it as lost, we will resend or refund in full.
• Significant quality issue — if a product does not match the purity or identity stated on its Certificate of Analysis, contact us with details. We will investigate with our supplier and resolve appropriately.

What Is Not Eligible for Return

• Change of mind after purchase
• Products that have been opened, reconstituted, or used
• Orders where incorrect shipping details were provided at checkout
• Products that have been stored outside our stated storage guidelines (−20°C lyophilised; 2–8°C reconstituted)

Pre-Order Items

Pre-order items can be cancelled for a full refund before dispatch. Once dispatched, standard policy applies. Pre-order dispatch timelines are stated on the product page and in your order confirmation email.

How to Request a Return or Refund

1. Email us at info@auspeptidewarehouse.com.au with your order number and a description of the issue.
2. For damaged items, attach clear photos of the damage and the outer packaging.
3. We aim to respond within 1 business day.
4. Approved refunds are processed within 3–5 business days to your original payment method.

Australian Consumer Law

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law (Competition and Consumer Act 2010). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

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