Refund policy

Return and Refund Policy – Peptide Vault AU

Effective Date: 15 August 2025
Contact: orders@peptidevaultau.com

At Peptide Vault AU, we are committed to providing research-grade products with professionalism, consistency, and transparency. Due to the nature of our products, strict adherence to our return and refund policy is required.

1. Research Use Disclaimer

All products sold by Peptide Vault AU are intended strictly for laboratory research purposes only.
As such, products cannot be returned, refunded, or exchanged for:

Change of mind
Incorrect product selection
Misuse or unauthorised use

By placing an order, you confirm that you understand our products are not for human or animal consumption, nor for therapeutic, diagnostic, or cosmetic use.

2. Damaged, Faulty, or Incorrect Items

If your order arrives damaged or incorrect, you must contact us within 48 hours of delivery with:

Your order number
Clear photos of the issue and packaging
A brief description of the problem

Email: orders@peptidevaultau.com

Once verified, we will arrange either:

A replacement at no additional cost, or
A store credit, at our discretion

Please note: we do not accept returns of opened, used, or tampered items under any circumstances.

3. Non-Returnable Items

We cannot accept returns for the following:

Items returned without prior written authorisation
Products damaged through misuse, improper storage, or negligence
Items with broken seals or opened packaging
Products purchased for resale or non-research purposes
Parcels delayed, lost, or confiscated by customs or couriers

Once an order has been dispatched, all risk transfers to the buyer.

4. Cancellations

All orders are final once placed. Items cannot be cancelled, changed, or refunded.

Shipping addresses may be adjusted before dispatch only. Once a tracking number has been issued, no changes can be made.

If an order cannot be fulfilled due to a stock issue or restriction, a full refund will be issued to the original payment method within 3–5 business days.

5. Shipping Errors or Delays

Peptide Vault AU guarantees dispatch, not delivery.
We are not responsible for:

Delays caused by Australia Post or other carriers
Parcels marked as “Delivered” but not received
Incorrect shipping addresses provided by customers

If a parcel is returned to sender due to an incorrect address or unclaimed pickup, a reshipment fee may apply.

6. Legal Compliance

This policy complies with Australian Consumer Law (ACL).
Nothing in this policy excludes your rights under the ACL regarding defective goods.
However, given the nature of our research-only products, all sales are final once dispatched unless the item is verified as damaged, faulty, or incorrect upon arrival.

7. Contact Us

All refund or replacement requests must be sent to:
orders@peptidevaultau.com

Please include your order number, full name, and supporting photos to ensure a prompt review.
All requests are typically processed within 24–48 business hours during standard operating times.