Refund & Return Policy

MrPAU Lab Supply (“we”, “us”, “our”) wants you to receive exactly what you ordered, correctly documented and in good condition. This policy applies to all orders placed at mrpaulabsupply.com.

Changes and cancellations

If you need to change or cancel an order, email us as soon as possible. If your order has not yet been dispatched we will cancel it and refund you in full. Once a parcel has been dispatched it cannot be recalled, and the order is handled as a return under the sections below.

If an item is out of stock or we cannot fulfil it for any other reason, we will contact you and issue a full refund for the affected item.

Once your order has been delivered, any request to send something back is handled as a return under the sections below. Nothing in this section limits the consumer guarantees described under Your rights under Australian Consumer Law.

30-day return window

You may request a return within 30 days of the delivery date of your order. This applies to all orders, including items bought at a promotional or sale price. Requests made after 30 days cannot be accepted under this policy, though your rights under Australian Consumer Law continue to apply — see Your rights under Australian Consumer Law below.

How to request a return

Email hello@mrpaulabsupply.com.au with:

• your order number;
• the product name and the batch or lot number printed on the label;
• the reason for the return;
• photographs, if the item arrived damaged or does not match its documentation.

We reply within 1 business day with a return authorisation and the return address. Please do not ship anything back before you receive that authorisation — unauthorised returns cannot be tracked to your order and may not be refunded.

Condition of returned items

Because our products are laboratory materials whose integrity depends on documented handling, returned items must be:

• unopened, with all manufacturer seals intact;
• in their original packaging, with the batch or lot label legible and undamaged;
• stored under the conditions stated on the product listing while in your possession.

Items that have been opened, decanted, reconstituted, diluted, or otherwise handled cannot be returned for a change of mind, as we cannot verify or re-certify their contents. This restriction does not apply to damaged, defective, incorrect, or out-of-specification items, which are covered in full below.

Damaged, defective, incorrect, or out-of-specification items

Contact us within 30 days of delivery if your order arrives damaged, if you received the wrong item, or if the material does not match the certificate of analysis supplied with it. Include a description and photographs where possible. We will provide a full refund or a free replacement, at your choice, and we cover the cost of sending it back in these cases. Where a specification discrepancy is alleged, we may ask for your analytical results so we can investigate the batch.

Refunds

Once we receive and inspect an authorised return, we initiate your refund within 3 business days. For damaged, incorrect, or out-of-spec items we can often initiate the refund as soon as we approve the claim, without waiting for the item to come back.

• Refunds are issued to the original payment method. We cannot redirect a refund to a different card or account.
• Allow a further 5–10 business days for your bank or card issuer to post the credit.
• You will receive an email confirming the refund on the day it is processed.
• If more than 15 business days have passed since we confirmed your refund and nothing has arrived, email us and we will send you the transaction reference to give your bank.

Who pays return postage

For change-of-mind returns, the customer pays return postage, and we recommend a tracked service — we cannot refund a return we never receive. For items that are damaged, defective, incorrect, or out of specification, we cover the cost of sending it back.

Lost or undelivered orders

If tracking shows no movement for 10 business days, or the carrier marks your parcel as delivered but you have not received it, contact us. We will open an enquiry with the carrier and, once it is resolved or the parcel is declared lost, issue a replacement or a full refund.

Shipping destinations

We ship within Australia only. We do not accept or dispatch international orders, so no duties, import taxes, or customs charges apply. If an order is placed with a delivery address outside Australia we will contact you and refund it in full.

Your rights under Australian Consumer Law

Nothing in this policy limits or replaces the consumer guarantees under Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality but the failure does not amount to a major failure. These rights may apply beyond the 30-day window described above. The 30-day return window is offered in addition to those guarantees, not instead of them.

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