Down Under Labs

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Refund and Returns Policy

Refund & Return Policy

Last updated: 19/6/2026

At Down Under Labs, we aim to provide a reliable, transparent, and professional customer experience. If you have an issue with your order, product, delivery, or verification details, please contact our support team as soon as possible so we can review your request and assist you.

This Refund & Return Policy explains how refund, return, replacement, and order issue requests are handled.

Contact Us First

If you would like to request a refund, return, replacement, or order review, please contact us before sending anything back.

Contact Details

Email: support@downunderlabs.com.au
WhatsApp: +61 468 280 504
Website: https://downunderlabs.com.au

Please include your order number, full name, email address used at checkout, product name, and a clear description of the issue.

Research Use Only Notice

All products supplied by Down Under Labs are intended strictly for laboratory research use only. Products are not intended for human consumption, animal use, diagnosis, treatment, prevention, or medical application.

Because our products are research-grade items, returns may be limited once an order has been dispatched, opened, handled, stored incorrectly, or removed from its original sealed condition.

Order Issues

Please contact us if:

  • You received the wrong item

  • Your order is missing an item

  • Your product arrived damaged

  • Your parcel appears to be lost or delayed

  • The product verification code is not working

  • The product details do not match your order

  • You believe there is an issue with your product or batch

We will review the issue and may request photos, product details, packaging images, verification code information, delivery tracking, or other supporting details.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible after delivery.

Please Provide:

  • Order number

  • Product name

  • Photos of the product

  • Photos of the packaging

  • Photos of any damage

  • Delivery tracking details, if available

  • A clear explanation of the issue

Once reviewed, we may offer a replacement, store credit, refund, or another suitable solution depending on the situation.

Missing Items

If an item is missing from your order, please contact us with your order number and details of the missing product.

We will review the packing record and order details. If the missing item is confirmed, we may arrange a replacement, refund, store credit, or another appropriate solution.

Product Verification Issues

If your product verification code does not work, shows an unexpected result, or appears to have already been verified, please contact our support team.

Please Provide:

  • Verification code

  • Product name

  • Batch number, if visible

  • Order number

  • Photo of the product label

  • Photo of the packaging

Our team will review the verification record and assist you.

Return Eligibility

A return may be considered only after our support team has reviewed and approved the request.

To be eligible for review, the product should generally be:

  • Unused

  • Unopened

  • In original sealed packaging

  • In the same condition as received

  • Stored according to product guidance

  • Returned only after written approval from our support team

Do not return products without contacting us first. Unapproved returns may not be accepted.

Items That May Not Be Eligible for Return

Due to the nature of research-grade products, we may not accept returns where:

  • The product has been opened

  • The seal has been broken

  • The product has been used

  • The product has been handled incorrectly

  • The product has been stored incorrectly

  • The product has been damaged after delivery

  • The customer changed their mind after dispatch

  • The item was ordered incorrectly by the customer

  • The return was sent without prior approval

  • The product is no longer in original condition

This does not limit any rights you may have under applicable consumer laws.

Change of Mind

We generally do not offer refunds or returns for change-of-mind purchases, incorrect product selection, or orders placed by mistake once the order has been processed or dispatched.

If you placed an order by mistake, contact us immediately. If the order has not yet been processed or dispatched, we may be able to assist with cancellation or adjustment.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We may be able to cancel your order if it has not yet been processed, packed, or dispatched. Once an order has been dispatched, cancellation may no longer be possible.

Refund Review Process

Refund requests are reviewed case by case.

To Request a Refund Review:

  1. Contact support by email or WhatsApp.

  2. Provide your order number and product details.

  3. Explain the issue clearly.

  4. Provide photos or supporting evidence if requested.

  5. Wait for our support team to review the request.

  6. Follow the return instructions if a return is approved.

Refunds are not automatically approved and will only be processed after review.

Approved Refunds

If your refund is approved, we will process the refund using the original payment method where possible.

Refund processing times may vary depending on your bank, card provider, payment gateway, or payment method.

Shipping fees may not be refundable unless the issue was caused by an error on our side or required by applicable law.

Replacements

In some cases, we may offer a replacement instead of a refund.

A replacement may be offered if:

  • The wrong item was sent

  • The item arrived damaged

  • A missing item is confirmed

  • A product issue is verified

  • A replacement is considered the most suitable solution

Replacement approval depends on the details of the case and product availability.

Store Credit

Where suitable, we may offer store credit instead of a refund.

Store credit may be offered for approved order issues, return requests, or customer support resolutions.

Return Shipping

If a return is approved, our support team will provide return instructions.

The customer may be responsible for return shipping costs unless the return is due to an error by Down Under Labs or required by applicable law.

We recommend using tracked shipping for approved returns. Down Under Labs is not responsible for returned parcels that are lost or damaged in transit.

International Orders

International return and refund requests are reviewed case by case.

International customers are responsible for checking local import rules, restrictions, customs requirements, and delivery conditions before placing an order.

We may not be responsible for delays, customs holds, import refusal, duties, taxes, or delivery issues caused by local authorities or incorrect shipping information provided by the customer.

Delivery Problems

If your order is delayed, marked as delivered but not received, or appears lost in transit, please contact us.

We may review the tracking details and work with the courier where possible. Delivery investigations can take time depending on the courier and destination.

Please ensure your shipping address is correct before placing an order. Down Under Labs may not be responsible for delivery issues caused by incorrect or incomplete address details provided by the customer.

Incorrect Address

If you enter an incorrect shipping address, contact us immediately.

If the order has not yet been dispatched, we may be able to update the address. If the order has already been dispatched, we may not be able to redirect or recover the parcel.

Additional shipping charges may apply if an order needs to be resent due to incorrect address details.

How Long Reviews Take

We aim to review refund, return, and replacement requests as quickly as possible. Review times may vary depending on the issue, evidence provided, courier response times, and product details.

Most support requests are reviewed within a reasonable timeframe after all required information has been received.

Your Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under applicable consumer laws.

If a product has a major problem, is faulty, unsafe, or does not match the description, you may be entitled to a remedy under applicable law.

Contact for Refunds & Returns

To request a refund, return, replacement, or order review, contact us using the details below:

Down Under Labs
Website: https://downunderlabs.com.au
Email: support@downunderlabs.com.au
WhatsApp: +61 468 280 504

Please do not send products back unless our support team has approved the return and provided return instructions.