Refund Policy: Research Peptide Returns and Consumer Guarantees
This policy explains what to do if something is wrong with your order from Macropus Peptides. It sits alongside our Terms and Conditions and your rights under the Australian Consumer Law.
Your rights under the 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 limits those rights. Where this policy gives you more than the law requires, that is in addition to your statutory rights.
Faulty or not as described
If a product is faulty, does not match its description, or its label does not match what you ordered (for example the wrong strength or a missing lot number), contact us. We will assess the problem and, depending on whether it is a major or minor failure, offer a replacement, refund or other remedy required by law.
Where the concern relates to the contents of a vial, please quote the lot number printed on the label. A certificate of analysis for that lot is available on request, and it helps us investigate quickly.
Damaged in transit
If your parcel arrives damaged, or a vial is cracked, broken or leaking, please:
- take photos of the outer packaging, the inner packaging and the affected items before discarding anything;
- keep the affected items and packaging until we confirm what to do; and
- contact us within [Damage reporting window] of delivery.
We ask for prompt reporting so we can lodge a claim with the carrier while the evidence is fresh. A late report does not remove your rights under the Australian Consumer Law, but it can make the cause of damage harder to establish.
Wrong item received
If we sent the wrong product or the wrong strength, contact us with your order number and a photo of the label. We will arrange the correct item and explain how to return the incorrect one at our cost, or tell you if you do not need to return it.
Opened or temperature-exposed products
Research peptides can degrade if they are stored incorrectly. Once a product has been opened, or has left our control and may have been exposed to temperatures outside the storage conditions on its label, we cannot accept it back for resale or change of mind. This protects every buyer from receiving a product whose integrity cannot be confirmed.
This rule does not affect your rights where a product was faulty, damaged or not as described when it was supplied. In those cases we may ask for photos and the lot number instead of a physical return.
Change of mind
[Change-of-mind return window, if any]. [Conditions for change-of-mind returns, e.g. unopened, sealed, returned at buyer's cost, or a statement that change-of-mind returns are not offered].
Change-of-mind returns are not required under the Australian Consumer Law. Choosing the wrong product, ordering more than you need or no longer needing a product for your research are change-of-mind reasons.
How to make a claim
- Email info@macropuspeptides.com or use our contact page.
- Include your order number, the product name, the lot number and a short description of the problem.
- Attach photos where relevant.
- Do not send anything back until we reply with return instructions. Unexpected returns can be delayed or lost.
Where a return is needed because of a fault, damage or our error, we will cover reasonable return postage.
Refund method and timing
Approved refunds are paid to [Refund method, e.g. the original payment method]. We aim to process approved refunds within [Refund processing timeframe]. Your bank or card provider may take further time to show the funds in your account.
Questions
For delivery problems, see our Shipping Policy. For anything else, contact us or check our FAQ.