What we can and can't take back, what to do if something goes wrong, and how refunds are paid. If an order arrives damaged, wrong or incomplete, that is ours to fix.
01Change of mind
We can't resell research materials once they have left our control, so we don't accept change-of-mind returns on dispatched orders.
If your order hasn't been dispatched yet, contact us and we'll cancel it and refund you in full.
02Damaged on arrival
If an item or its packaging arrives damaged, please contact us within 24 hours of delivery with your order number, a short description, and photos of the item and the packaging. Reporting within this time means we can resolve it straight away and lodge a claim with the courier.
Once confirmed, we'll send a replacement or refund you. If we need the item back, we'll arrange and pay for the return postage.
03Wrong or missing items
If we sent the wrong item, or something is missing from your order, please contact us within 7 days of delivery with your order number and a photo of what you received.
We'll send the correct or missing item, or refund you for it. If we need the wrong item back, we'll pay the return postage.
04Lost or delayed parcels
If your tracking hasn't moved, or your parcel hasn't arrived within 7 days of its expected delivery date, contact us. We'll open a claim with the courier and resend or refund your order.
05When we can't replace or refund
We don't replace or refund a product that has been:
- reconstituted with a diluent we didn't supply, including bacteriostatic water from another source;
- stored or handled outside the conditions stated on its listing and in our guides; or
- sent to an incorrect address that was supplied at checkout.
06How refunds are paid
Approved refunds go back to your original payment method, usually within 5 business days. Your bank may take a little longer to show it.
Free gifts and free shipping that came with an order aren't refunded separately, and don't need to be sent back.
07How to contact us
Email quantifiedpeptides@gmail.com with your order number. We reply within one business day.
08Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy, including the reporting times above, excludes, restricts or modifies any right or remedy you have under that law. For a major failure, you choose between a replacement and a refund.
These terms may be updated. The version above is the one that applies, and the revision date is at the top of this page. See also Terms of sale, Privacy, Website terms and Cookies.