Refund Policy

At Pro Peptide Australia, we take care when packing and dispatching research-use products. This Refund Policy explains when refunds, replacements, store credits or order reviews may apply.

All Pro Peptide products are supplied strictly for laboratory and in-vitro research use only. They are not supplied for human or animal consumption, injection, self-administration, medical treatment, cosmetic use or therapeutic use.

Nothing in this Refund Policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law. The ACCC explains that consumer guarantees are automatic rights that businesses cannot take away, and that remedies may include a repair, replacement or refund where consumer guarantees are not met.

 

Change-of-Mind Returns

We do not accept change-of-mind returns after dispatch

Due to the nature of research-use products, storage requirements, product integrity and chain-of-custody concerns, Pro Peptide generally does not accept returns or refunds for change of mind once an order has been dispatched.

This includes situations where:

• You ordered the wrong product
• You no longer need the product
• You changed your research plans
• You found another supplier
• You did not check the product description before ordering
• You misunderstood the intended research-use-only purpose of the product
• You expected human-use, medical-use, cosmetic-use or therapeutic-use instructions

Please review your order carefully before checkout.

 

Order Cancellations

Cancelling before dispatch

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

A cancellation may be possible if the order has not yet been packed, processed or dispatched. Once an order has been packed or handed to the courier, it may no longer be possible to cancel.

Cancelling after dispatch

Once an order has been dispatched, it is treated as shipped. Change-of-mind cancellations, refunds or returns are generally not available after dispatch.

 

Damaged Items

Contact us quickly if your order arrives damaged

If your parcel or product packaging arrives damaged, please contact Pro Peptide support as soon as possible after delivery.

Please provide:

• Your order number
• Tracking number
• Clear photos of the outer packaging
• Clear photos of the product packaging
• Clear photos of the damaged item
• A short description of the issue
• The date the parcel was delivered

We will review the issue and may offer a replacement, refund, store credit or another appropriate outcome depending on the circumstances.

Do not dispose of the product or packaging until the review is complete, as photos and courier evidence may be required.

 

Incorrect Items

If we sent the wrong product

If you receive a product that does not match your order confirmation, please contact us promptly.

Please provide:

• Your order number
• The product you ordered
• The product you received
• Clear photos of the product label
• Clear photos of the packing slip, where available

If Pro Peptide confirms that the wrong item was sent, we will arrange an appropriate resolution. This may include replacement, refund, store credit or another suitable remedy.

 

Missing Items

If an item is missing from your order

If your order arrives and an item is missing, please contact us as soon as possible.

Please include:

• Your order number
• A list of items received
• A list of items missing
• Photos of the parcel contents
• Photos of the packaging
• Any packing slip included in the parcel

We will check the order record, packing record and dispatch details before confirming the next step.

 

Faulty or Defective Products

Product issue review

If you believe a product is faulty, defective, contaminated, compromised or not as described, contact Pro Peptide support with your order details and evidence.

We may request:

• Product photos
• Batch number
• Certificate of Analysis reference
• Storage details after delivery
• Date of delivery
• Description of the issue
• Any relevant handling information

If a product does not meet applicable consumer guarantees, an appropriate remedy may apply. The ACCC explains that the remedy can depend on whether the issue is major or minor, and may include repair, replacement, refund or cancellation depending on the circumstances.

 

Products That Cannot Usually Be Returned

Return restrictions

For product integrity and safety reasons, Pro Peptide generally cannot accept returns of products that have been:

• Opened
• Used
• Reconstituted
• Mixed
• Relabelled
• Damaged after delivery
• Stored incorrectly
• Left in unsuitable temperatures after delivery
• Removed from original packaging
• Returned without approval
• Returned without matching batch or order details

This does not limit any rights you may have under the Australian Consumer Law.

 

Research-Use-Only Product Expectations

No refunds for human-use expectations

Pro Peptide products are clearly supplied for laboratory and in-vitro research use only.

Refunds will not usually be provided because a customer expected the product to be suitable for:

• Human use
• Animal use
• Injection
• Infusion
• Self-administration
• Medical treatment
• Cosmetic use
• Skincare use
• Supplementation
• Bodybuilding
• Weight loss
• Tanning
• Sexual wellness
• Anti-ageing
• Therapeutic use

Pro Peptide does not provide dosing, injection, administration, treatment, cycle, cosmetic or self-use guidance.

 

Certificate of Analysis and Product Documentation

Documentation review

Where available, Pro Peptide provides Certificate of Analysis support to help customers verify batch documentation, product identity, purity information and testing records.

A refund will not usually be provided simply because:

• A customer did not check the Certificate of Analysis before use
• A customer did not review the product page before ordering
• A customer misunderstood the research-use-only nature of the product
• A customer expected medical, cosmetic or human-use guidance
• A customer selected the wrong product strength or category

If there is a genuine documentation mismatch or product identity issue, contact us for review.

 

International Orders and Customs

Customs responsibility

International customers are responsible for checking whether the products they order can be legally imported into their country, state or region before placing an order.

Pro Peptide is not responsible for:

• Customs delays
• Import refusal
• Border seizure
• Import duties
• Taxes
• Clearance fees
• Regulatory restrictions
• Incorrect import assumptions by the customer

Refunds for international orders affected by customs issues will be reviewed on a case-by-case basis.

 

Delivery Issues

Lost or delayed parcels

If your parcel is delayed, lost or showing unusual tracking activity, contact Pro Peptide support with your order number and tracking details.

We may assist by contacting the courier or helping lodge a delivery enquiry.

Refunds or replacements for lost parcels may depend on courier confirmation, delivery scans, address accuracy and investigation outcomes.

Delivered but not received

If tracking shows the parcel was delivered but you cannot locate it, please first check:

• Your mailbox
• Front door or reception area
• Parcel locker
• Building concierge
• Nearby safe drop location
• Other household or workplace members
• Local post office or courier depot

If the parcel still cannot be found, contact us and we will review the tracking information.

 

Refund Method

Approved refunds

If a refund is approved, it will usually be processed back to the original payment method used at checkout.

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

Shipping fees may not be refundable unless required by law or unless the refund relates to an error or issue confirmed by Pro Peptide.

 

Store Credit or Replacement

Alternative remedies

Depending on the situation, Pro Peptide may offer:

• Replacement product
• Store credit
• Partial refund
• Full refund
• Reshipment
• Order correction

The available remedy will depend on the issue, evidence provided, order status, product condition and applicable consumer rights.

 

How to Request a Refund Review

Contact Pro Peptide support

To request a refund, replacement or order review, please contact us with the required details.

Email: info@propeptide.com.au

Please include:

• Full name
• Order number
• Email used at checkout
• Product name
• Batch number, where relevant
• Tracking number
• Reason for request
• Clear photos or supporting evidence

Requests with complete information can usually be reviewed faster.

 

Australian Consumer Law Notice

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The ACCC explains that consumers may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. For minor failures, consumers may be entitled to have goods repaired or replaced.

This Refund Policy applies in addition to your rights under Australian Consumer Law and does not replace them.

 

Final Disclaimer

This Refund Policy applies to Pro Peptide Australia orders and may be updated from time to time. Refunds, replacements and store credits are assessed based on the order details, product condition, evidence provided, courier records, storage requirements and applicable Australian Consumer Law rights.

Pro Peptide reserves the right to refuse refund requests that are incomplete, unsupported, inconsistent with order records, related to change of mind after dispatch, or connected to attempted human-use, animal-use, medical-use, cosmetic-use, therapeutic-use or self-administration purposes.