Returns and Refunds

• Q: What is your refund and returns policy?

• Q: What happens if the wrong product is accidently sent to me?

• Q: What happens if I order the wrong product and need to exchange it?

• Q: What happens if the product I ordered is damaged by Australia Post?

• Q: How do I return products?

• Q: What is your refund and returns policy?

  A: We are not required to provide a refund or replacement if you change your mind.

  But you can choose a refund or exchange if an item has a major problem. This is when the item...

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description

  Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

  If the problem is not major we will repair the item within a reasonable time. If it is not repaired within a reasonable time you can choose a refund or replacement.

  Please keep your proof of purchase.

• Q: What happens if the wrong product is accidently sent to me?

  A: We will send you the correct product together with a pre-paid return envelope so the incorrect product can be returned to us. You must return the wrong product to us promptly or you will be charged for the item. Thankfully this is a very rare occurrence!

• Q: What happens if I order the wrong product and need to exchange it?

  A: Not a problem! Return the item to us together with a copy of your invoice and a note explaining what it is you would like to exchange your item for. You will be sent a PayPal money request by email for the difference in cost and additional postage charges before your exchange is sent to you. Please also note that you are responsible for your return reaching us undamaged. We strongly suggest placing your return in a box and sending it back via registered post. Should your return arrive damaged or unfit for re-sale we will be unable to complete the exchange.

• Q: What happens if the product I ordered is damaged by Australia Post?

  A: We send most of our orders out using tough bags so damage occurred in transit is minimal. If a pipette is damaged and leaking then the product will be replaced.

• Q: How do I return products?

  A: Before returning any item you must contact us to obtain returns authorization permission. You will be asked for your order number and the reason you are seeking to return your order.

  If you return a product to us without authorization you may be charged a re-stocking fee between 20 and 50% of the products value.