Your 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
When we replace or refund
We will replace the item or refund you if:
- you received the wrong product or size;
- a vial arrives broken, leaking or with a damaged seal;
- the parcel is lost in transit; or
- a product does not match the certificate of analysis for its lot.
What we cannot accept
To protect product integrity for all customers, we cannot take back products because of a change of mind once they have been dispatched. Returned vials cannot be resold, because we cannot confirm how they were stored.
How to make a claim
- Email support@chainwellpeptidesaus.com within 7 days of delivery (or of the expected delivery date for a missing parcel).
- Include your order number, the product and lot number printed on the vial label, and photos of the issue.
- Keep the product and packaging until we confirm the claim, as we may ask you to return it.
We reply to claims within two business days.
Cancelling an order
You can cancel an order for a full refund before the order is dispatched. Contact us as soon as possible, because orders placed before 3pm are often dispatched the same day.
How refunds are paid
Approved refunds are paid by bank transfer to the account you paid from. They are usually processed within five business days of approval; your bank may take a few more days to show the credit.