Do I have to pay for return shipping?
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Are there any items that cannot be returned?
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How do I initiate a return?
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Return & Refund Policy – LabChoice Australia
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Return & Refund Policy – LabChoice Australia
At LabChoice Australia, we aim to ensure your complete confidence in every purchase. Our website provides detailed product information, specifications, and images to assist in your selection. If you have any questions or need clarification prior to ordering, please contact our customer support team for assistance.
1. Change of Mind and Exchange Policy
LabChoice Australia does not accept returns or exchanges for products due to a change of mind, incorrect selection, or unsuitability for intended use. We encourage customers to verify all specifications before purchase. This policy aligns with the Australian Consumer Law (ACL), which does not require a supplier to accept returns under such circumstances.
2. Faulty, Damaged, or Incorrect Items
In the event that an item is received damaged, faulty, or incorrect, you are entitled to a replacement, store credit, or refund under ACL guidelines.
- Notification of any damage, defect, or shortfall must be made within 24 hours of delivery via email to [email protected].
- Claims lodged after 24 hours will not be accepted.
- To process a claim, please include clear photographs (3–4 images) showing the damaged product, packaging, and shipping label.
- Once verified, LabChoice will arrange a replacement or refund at its discretion.
- Shipping charges are non-refundable, except where an error has been made by LabChoice.
3. Return Freight and Restocking Fees
All return freight costs are the responsibility of the buyer, unless the return is due to a verified LabChoice error or a product defect covered by ACL.
A restocking fee of up to 20% of the product value may apply to returned items that are not deemed faulty. Items must be returned in unused, saleable condition and in original packaging.
4. Custom, Indent, and Bulk Orders
Products that are specially procured, imported, manufactured, or customised at the purchaser’s request (including Indent Stock, Special Orders, and Bulk Quantities) cannot be cancelled, exchanged, or refunded once confirmed. These items are non-returnable for credit as they are specifically sourced to fulfil individual requirements.
5. End User Declaration (EUD) Items
Certain regulated laboratory products (e.g., condensers, jointed glassware, or controlled-use items) require an End User Declaration (EUD) and supporting identification before shipment.
Orders for these items cannot be refunded if the required documentation is not supplied. Dispatch will only occur once all documentation is received and approved.
6. Health and Hygiene Products
For health and safety reasons, returns or exchanges are not permitted for personal protective equipment (PPE) or hygiene-related products, including but not limited to gloves, gowns, masks, and face shields. This policy ensures compliance with strict hygiene standards.
7. Non-Returnable and Non-Refundable Situations
LabChoice reserves the right to refuse returns or refunds in the following cases:
- Claims made after the 24-hour reporting period
- Products returned in used, opened, or damaged condition
- Missing packaging, components, or accessories
- Custom-made or special-order products
- PPE and hygiene items
- Failure to comply with EUD requirements
8. Compliance with Australian Consumer Law
Nothing in this policy limits your statutory rights under the Australian Consumer Law (ACL). LabChoice Australia ensures that all claims are handled fairly, promptly, and in accordance with consumer protection legislation.
Contact Us
For return enquiries, please contact:
Email: [email protected]