Refund Policy
Effective date: May 2025
Due to the nature of research-grade compounds, we do not accept returns on opened items. Damaged, defective, or incorrect orders will be replaced or refunded promptly.
Damaged / Defective
Replacement or refund — contact within 48hrs
Incorrect Item
Replacement dispatched at no cost
Change of Mind
Not accepted
Opened Items
Not accepted
Refund Timeframe
5–7 business days
Our Commitment
We stand behind the quality of every product we sell. If something goes wrong with your order, we will work with you to make it right.
Damaged or Defective Items
If your order arrives damaged, defective, or not as described, please contact us at info-the-renewel-lab@proton.me within 48 hours of delivery. Include your order reference number and clear photographs of the issue. We will arrange a replacement or full refund at our discretion.
Incorrect Items
If you receive an item that differs from what you ordered, contact us within 48 hours of delivery with your order reference and photos. We will dispatch the correct item at no additional cost or issue a full refund.
Change of Mind
Due to the nature of our products (research-grade compounds requiring strict temperature control and handling), we are unable to accept returns or issue refunds for change of mind. Please review product information carefully before purchasing.
Opened Items
We cannot accept returns on any opened or used items. This policy exists to protect the integrity of our products and the safety of all customers.
Unopened Items
Unopened items in their original, sealed condition may be considered for return within 7 days of delivery. Please contact us before returning any item — do not send returns without prior authorisation. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Refund Process
Approved refunds will be processed within 5–7 business days. Funds will be returned to the bank account used for the original payment. You will receive an email confirmation once your refund has been processed.
Australian Consumer Law
Our refund policy operates in addition to, and does not limit, your rights under Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund. If it has a minor failure, we may choose to repair, replace, or refund.
Non-Delivery
If your order has not arrived within 10 business days of your dispatch confirmation, please contact us. We will investigate with the carrier and, where the item is confirmed lost, arrange a replacement or refund.
To initiate a return or refund, contact us at info-the-renewel-lab@proton.me with your order reference and photos where applicable.