Refund Policy

This page sets out how PepC.Labs handles refunds, replacements, and other remedies. It works alongside our Terms of Service and does not limit your rights under the Australian Consumer Law (ACL).

Your rights under the Australian Consumer Law

When you buy from PepC.Labs, the goods come with consumer guarantees that cannot be excluded. You have a right to a repair, replacement, refund, or other remedy if the goods are:

• damaged or unsafe on arrival,
• different from what was ordered or described,
• missing from the parcel,
• have a major problem or fault.

For a major failure, you can choose between a refund and a replacement. For a minor problem, we may repair, replace, refund, or otherwise resolve the issue within a reasonable time.

Change of mind

PepC.Labs does not offer change-of-mind refunds once payment has been received. This applies in particular to opened, used, tampered, temperature-compromised, or returned research chemicals, where we cannot verify chain of custody or integrity. The change-of-mind limit does not affect any of the ACL rights described above.

How to request a refund or replacement

Email support@pepclab.com.au within a reasonable time of receiving your order. Include:

• your order number (e.g. PEPC-XXXXX),
• a clear description of the problem,
• photos of the product and packaging where relevant,
• the batch or lot number printed on the vial,
• proof of purchase if requested.

We aim to respond within 2 business days. We may ask follow-up questions or for additional photos to assess the issue.

How refunds are paid

Where a refund is approved, we refund to the original payment method where possible. For bank transfer orders, we refund in AUD to a nominated bank account in your name. We do not refund to a different person or to a different currency.

Shipping costs

Where the issue is our fault, or where the whole order has a major failure, we refund the original shipping cost. We do not refund shipping for change-of-mind requests that fall outside the ACL guarantees.

Reservation orders

Reservation orders (where the product is not in current stock and you have paid to hold a slot in the next batch) can be cancelled and fully refunded at any time before your slot ships. Once the batch has shipped, the standard policy on this page applies.

Contact

For all refund and returns enquiries, email support@pepclab.com.au. We respond Monday to Friday, Australia/Sydney business hours.

For research use only. Not for human consumption. PepC.Labs ABN 94 275 430 228.