1. Overview

This Returns & Refunds Policy applies to purchases made from Omega Peptides Australia.

We aim to resolve genuine order and product issues fairly and promptly.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

2. Change of Mind

We are not generally required to provide a refund, replacement or exchange where you simply change your mind after receiving the product.

This includes situations where you:

• Ordered the wrong product or strength.
• No longer require the product.
• Changed your research plans.
• Found the product available elsewhere at a different price.
• Simply decided that you no longer want the product.

Where an order has not yet been processed or dispatched, we may agree to a cancellation or change at our discretion.

3. Cancelling an Order Before Dispatch

If you have placed an order in error or need to make a change, please contact us as soon as possible.

Where an order has not yet entered final processing or been dispatched, we will make reasonable efforts to cancel or amend it.

If no payment has been made, an unpaid order may generally be cancelled without further action.

If payment has already been received and we agree to cancel the order, any approved refund will be returned using an appropriate payment method.

Once an order has been packed, fulfilled or dispatched, cancellation may no longer be possible.

4. Incorrect Items

If we have supplied an item different from the item ordered, please contact us promptly with your order number and details of the item received.

We may request photographs of:

• The product received.
• The product label.
• The packaging.
• Any identifying details reasonably required to verify the issue.

Once verified, we will provide an appropriate remedy, which may include sending the correct product, arranging a return where appropriate, or providing another remedy required by law.

5. Damaged Products

If a product arrives visibly damaged, broken or compromised during transit, please contact us as soon as reasonably possible after delivery.

Where possible, please retain:

• The damaged product.
• The original packaging.
• The shipping satchel or box.
• The delivery label.

We may request photographs showing the condition of the parcel and product.

This information allows us to assess the issue and, where appropriate, investigate the shipment with the delivery provider.

If the product is confirmed as damaged or otherwise subject to an applicable consumer guarantee, an appropriate remedy will be provided.

6. Product Quality Concerns

If you believe there is a genuine defect or quality issue with a product, contact us with your order number and a clear description of the issue.

Depending on the nature of the concern, we may reasonably request information such as:

• Photographs or video of the product.
• The product name and strength.
• Vial or packaging characteristics.
• Cap colour or identifying characteristics.
• Information about how the product was stored.
• Information about handling or preparation relevant to the reported issue.
• Any other details reasonably required to investigate the concern.

Requests for this information are intended to help determine whether the issue relates to the supplied product, transport, storage, handling or another factor.

Where a product is confirmed to have a defect or otherwise fails an applicable statutory guarantee, we will provide an appropriate remedy.

7. Opened or Handled Products

Because our products are research materials, products that have been opened, altered, prepared, mixed, reconstituted, contaminated or otherwise handled generally cannot be accepted back into saleable inventory.

This means we generally do not accept returns of such products simply because you have changed your mind.

8. Mishandling, Improper Storage or Misuse

We are not generally responsible for issues caused after delivery by improper storage, contamination, incorrect handling, misuse or use contrary to the product's stated research purpose.

Consumer guarantees may also not apply where a problem was caused by misuse of the product by the purchaser. [oai_citation:1‡ACCC](https://www.accc.gov.au/media-release/accc-sweep-uncovers-concerning-online-shopping-return-policies-and-terms-and-conditions?utm_source=chatgpt.com)

Where the cause of an issue is unclear, we may request reasonable information to assist in determining what occurred.

9. Lost Parcels

If tracking indicates that a parcel may have been lost in transit, please contact us with your order number.

We may first open an enquiry with the relevant delivery provider and request information reasonably required to investigate the shipment.

Once the parcel is confirmed as lost, we will work with you to provide an appropriate resolution.

This may include replacement, refund or another remedy depending on the circumstances and any applicable legal obligations.

10. Parcels Marked Delivered

If tracking shows that a parcel has been delivered but you cannot locate it, please first check the delivery location, mailbox, building reception, parcel locker and any safe-drop areas.

Please then contact us if the parcel remains missing.

We may lodge an enquiry with the delivery provider and request delivery evidence or other information before determining the appropriate next step.

11. Incorrect Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you notice an error before dispatch, contact us immediately and we will make reasonable efforts to update the address.

Once a parcel has been dispatched, we may be unable to change or redirect it.

If a parcel is returned because an incorrect or incomplete address was provided, additional shipping charges may apply before it can be sent again, subject to applicable law.

12. Returns Requested by Us

In some circumstances, we may ask you to return a product so that we can inspect it or otherwise investigate a reported issue.

If a return is required, we will provide reasonable instructions regarding how the item should be returned.

Please do not send a product back to us without first contacting our team and receiving return instructions.

13. Refunds

Where a refund is approved, it will generally be returned to the customer using an appropriate method based on how the original payment was made.

For bank transfer payments, we may request the account holder name, BSB and account number required to process the refund.

You are responsible for ensuring that refund account details supplied to us are accurate.

Once a refund has been processed by us, the time required for the funds to appear may depend on the relevant financial institution.

14. Replacements

Where a replacement is approved, we may replace the affected item with the same product or, where appropriate and agreed, another suitable product.

Replacement orders may be subject to normal dispatch and delivery timeframes.

Approval of a replacement in one instance does not necessarily mean that the same remedy will apply to a different order or circumstance.

15. Major and Minor Problems

Remedies available under Australian Consumer Law can depend on whether a problem with a product is major or minor.

Depending on the circumstances, a consumer may have rights to a repair, replacement, refund or other remedy where a product fails an applicable consumer guarantee. [oai_citation:2‡ACCC](https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel?utm_source=chatgpt.com)

We will assess reported issues in accordance with the nature of the problem and any rights that apply under Australian law.

16. Australian Consumer Law

Our goods come with guarantees that cannot be excluded where the Australian Consumer Law applies.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any right, guarantee or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law.

Businesses remain responsible for addressing problems with goods they sell where the consumer guarantees apply. [oai_citation:3‡ACCC](https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/contacting-a-business-to-fix-a-problem?utm_source=chatgpt.com)

If there is any inconsistency between this policy and a mandatory statutory right, the statutory right prevails.

17. Fraudulent or Misleading Claims

We reserve the right to reasonably investigate refund, replacement or non-delivery claims where fraud, misuse, duplicated claims or misleading information is suspected.

We may request reasonable supporting information before approving a remedy.

Nothing in this section allows us to refuse a remedy where one is legally required.

18. Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our operations, procedures or legal obligations.

Updated versions will be published on this page with a revised "Last Updated" date.

Changes do not remove statutory rights that already apply to a transaction.

19. Contact Us

If there is an issue with your order, please contact us and include your order number together with a clear description of what has occurred.

Where relevant, including photographs with your first message can help us resolve the matter more quickly.

Omega Peptides Australia
Email: support@omegapeptidesaustralia.com