Refunds & returns.

1. Your rights under the ACL come first

1.1 Our Products come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL).

1.2 For a major failure, you choose the remedy — a refund or a replacement. The choice is yours, not ours. You are also entitled to compensation for any other reasonably foreseeable loss or damage.

1.3 You are entitled to have a Product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

1.4 A major failure includes:

(a) the Product is significantly different from the description, sample, or COA;

(b) the Product is unsafe;

(c) the Product is substantially unfit for its ordinary purpose and cannot easily be made fit;

(d) you would not have purchased the Product had you known of the failure.

1.5 Nothing in this Policy excludes, restricts, or modifies the consumer guarantees under the ACL, or any other right or remedy available to you under it. Where anything in this Policy is inconsistent with those guarantees, the ACL applies and this Policy does not.

1.6 We do not offer store credit in place of a remedy you are entitled to under the ACL. We may offer credit as one option where an issue is minor, and you are free to decline it; for a major failure the choice between a refund and a replacement is yours.

2. Our purity guarantee

2.1 Every peptide we sell has a Certificate of Analysis (COA) covering the batch you receive, confirming its purity and identity. We do not put a peptide on sale until our own independent testing is complete. Certificates are published in our certificate library rather than printed in the parcel, so you can check the certificate for your batch at any time — see how to verify a COA.

2.1A Accessories are not peptides and our certificate programme does not cover them. Where we hold no certificate for an accessory, we do not sell it: it stays listed for reference and is marked not for sale. Nothing in this clause limits your rights under the ACL, which apply to accessories exactly as they apply to peptides.

2.2 If you wish to independently verify a Product’s purity or identity, and that Product fails verification at a licensed third-party testing facility, we will refund:

(a) the full order cost of the Product;

(b) the full cost of the test, on production of a paid invoice from the testing facility;

(c) return shipping if you’ve already returned the unused portion of the Product to us.

2.3 To claim under our purity guarantee, you must provide:

(a) your Order number and the specific Product tested;

(b) the testing facility’s official report, dated within 60 days of your Order delivery date, showing a result materially below the COA-stated value;

(c) confirmation that the testing facility is independent of you and is licensed or accredited to perform the relevant analysis (such as Janoshik Analytical, Anresco Laboratories, or another accredited facility);

(d) the unused portion of the Product (if requested), returned at our cost.

2.4 We will respond within 5 business days of receiving a valid claim and process the refund within a further 10 business days.

2.5 We may, acting reasonably, request the Product be re-tested at a second accredited facility (at our cost) if the first result appears anomalous or inconsistent with the manufacturer’s COA. This does not delay any refund owed under the ACL.

2.6 We do not bury this in fine print. If a Product isn’t what we say it is, you shouldn’t pay for it.

3. Change of mind and exchanges

3.1 We do not accept returns for change of mind, and we do not offer exchanges, once an Order has been dispatched.

3.2 The reason, plainly: these are temperature-sensitive research compounds. Sealed and dry they travel well, which is why ordinary post is fine for the trip to you — but once a parcel leaves our custody we have no record of how it was kept after that, so we cannot warrant its storage to anyone else, and we will not resell a vial whose storage we cannot account for. Nor would we write a rule around the condition a vial came back in, because that is something we have no way to check.

3.3 What we do refund or replace is set out in clauses 4 and 5: an Order damaged in transit, an Order that never arrives, the wrong Product sent, and a Product that is not as described. Every one of those is something we can establish ourselves.

3.4 If you want to cancel an Order before it is dispatched, contact info@southernpacificlabs.com.au immediately. Where the Order has not yet been packed, we will cancel and refund in full.

3.5 This clause is about change of mind only. It does not affect your rights under the ACL: if a Product is faulty, unsafe, or not as described, clause 1 applies and this clause does not.

4. Damaged, wrong, or not as described

4.1 We refund or replace where:

(a) your Order arrived damaged;

(b) we sent the wrong Product;

(c) the Product is not as described, including where it does not match its Certificate of Analysis;

(d) the Product is faulty or unsafe.

An Order that never arrives is clause 5.

4.2 Contact us as soon as you can — within 7 days of delivery where possible — at info@southernpacificlabs.com.au with:

(a) your Order number;

(b) clear photographs of the parcel exterior, the Product as received, and any visible damage;

(c) a brief description of the issue.

4.3 The 7 days lets us raise a claim with Australia Post while the evidence is still fresh. Telling us later does not remove your rights under the ACL.

4.4 Where the failure is major, you choose: a full refund, or a replacement at our cost. Where it is not major, we will replace or refund within a reasonable time — and if we do not, the choice becomes yours.

4.5 We will respond within 2 business days of receiving your photographs.

4.6 You do not need to return the Product unless we ask you to. Where we do ask, return postage is at our cost.

5. Lost Orders

5.1 If your Order has not arrived within 10 business days of dispatch, or your tracking has shown no movement for 5 business days, contact us at info@southernpacificlabs.com.au. Dispatch and transit times are in our Shipping Policy at /shipping, clause 1.

5.2 We will lodge an enquiry with Australia Post. Where the parcel is confirmed lost, you choose: a replacement at no cost, or a full refund.

5.3 If a parcel is later found and delivered, we may ask you to return the duplicate at our cost or pay for the second Order.

6. Refused or returned-to-sender parcels

6.1 If you refuse a delivery or the parcel is returned to us due to incorrect address or failed pickup, we will refund the Order amount minus original shipping cost and any return-to-sender fees charged by the carrier.

6.2 If you wish to have the Order re-sent, you will be invoiced for new shipping.

6.3 Clause 6.1 applies where the parcel came back for a reason on your side. Where it came back through our error or Australia Post’s, we re-send at our cost or refund in full, at your choice, and you pay nothing.

7. How refunds are processed

7.1 Refunds are issued to the original payment method.

7.2 Estimated processing times after we approve a refund:

(a) Australian bank cards: 3–5 business days

(b) International bank cards: 5–10 business days

(c) Other payment methods: as set by the provider

7.3 Stripe payment processing fees on refunded transactions are absorbed by us, not deducted from your refund.

8. Where these terms don't apply

8.1 We are not obliged to refund or replace where:

(a) the issue is the result of misuse, mishandling, or storage outside the conditions described on the Product page;

(b) you have used the Product in a way that breaches our Acceptable Use Policy;

(c) the testing facility is not accredited, the report is dated outside the 60-day window, or the result is consistent with normal manufacturing tolerance;

(d) the Product has been altered, repackaged, or combined with another substance;

(e) the issue is caused by a force majeure event (such as carrier failure during force majeure).

8.2 Nothing in clause 8.1 limits your rights under the ACL.

9. Contact

Refund and return enquiries: info@southernpacificlabs.com.au

Please include your Order number in the subject line for faster response.