Returns Policy

Because our products are sensitive laboratory materials, we do not accept returns or exchanges where a customer has changed their mind or ordered the wrong product.

This change-of-mind policy does not exclude or limit any rights or remedies available under the Australian Consumer Law.

If your order arrives damaged, contains an incorrect product or is missing an item, please contact us as soon as reasonably possible with your order number and photographs or other information reasonably required to assess the issue.

Where appropriate, we will arrange a replacement at no additional cost. Depending on the circumstances and your rights under the Australian Consumer Law, another remedy — including a refund — may apply.

If a parcel is lost or damaged in transit, please contact us directly. We will investigate the matter with the delivery provider and arrange an appropriate remedy where required. Customers will not be required to resolve qualifying issues directly with the carrier.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Email our Australian support team with your order number and any photographs:

support@neolabs.au

See also our shipping information and terms & conditions.