This Refund and Returns Policy applies to purchases made through PPRAU.
Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Please contact PPRAU before posting any product. If, after initial review, a return is approved for assessment or remedy, we will email the applicable return address and instructions. Do not send products to an address shown on a shipping label. PPRAU does not operate a public returns counter. This process does not limit rights under the Australian Consumer Law.
Change-of-Mind Returns
Due to the nature of research materials and the importance of maintaining product integrity, PPRAU does not generally accept returns, exchanges, or refunds for change of mind.
This includes circumstances where:
- The incorrect product or quantity was ordered
- The customer no longer requires the product
- The customer changes their mind after placing an order
- A product has been opened, handled, stored, reconstituted, or otherwise altered after delivery
- A product has been exposed to unsuitable storage or handling conditions after delivery
Please review your order carefully before completing checkout.
Faulty, Damaged, or Incorrect Items
If an item arrives damaged, is incorrectly supplied, is missing from your order, or appears materially different from the item ordered, contact us as soon as reasonably possible through the Contact page.
Please provide:
- Your full name
- Order number
- Product name and quantity
- A clear description of the issue
- Photos of the product, label, packaging, and parcel where applicable
- Any relevant delivery or tracking information
We may request further information where reasonably necessary to assess the issue.
Assessment Process
PPRAU may assess the relevant product, packaging, order information, and supporting evidence before providing a remedy.
If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage costs. Keep proof of those costs.
Photos and batch details may assist our assessment where reasonably available, but original packaging is not required for a faulty product. We may ask for proof of purchase.
Depending on the circumstances and any applicable legal obligations, an appropriate remedy may include:
- Replacement of the affected item
- Refund of the affected item
- Store credit where agreed
- Another appropriate remedy
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.
If a product fails to meet an applicable consumer guarantee, you may be entitled to a remedy depending on the circumstances and the nature of the issue.
Nothing in this policy limits any rights or remedies available under applicable law.
For a major problem, you may choose a refund or replacement. For a minor problem, PPRAU may choose a remedy permitted by the Australian Consumer Law. Refunds are made to the original payment method unless you agree otherwise; store credit is offered only if you agree.
Temperature-Sensitive Products
Some products may require temperature-sensitive handling and storage.
Customers are responsible for promptly collecting delivered parcels and storing products in accordance with the storage information supplied with the order.
PPRAU is not responsible for product degradation, contamination, or damage caused after delivery by:
- Delayed collection
- Improper storage
- Exposure to unsuitable temperatures
- Mishandling
- Opening, reconstitution, or alteration of the product
- Use inconsistent with the stated research-only purpose
This does not limit any rights that cannot lawfully be excluded.
Order Cancellations Before Dispatch
If you need to cancel or change an order, contact us as soon as possible.
We may be able to cancel or amend an order if it has not yet been processed or dispatched.
Once an order has been packed, processed, or dispatched, cancellation or amendment may no longer be possible.
Delivery Issues
If an order is delayed, missing, incorrectly delivered, or damaged during transit, contact us with your order number and any relevant tracking information.
We will review the circumstances and assist where appropriate.
Research-Use Notice
All PPRAU products are supplied strictly as reference materials for lawful in-vitro laboratory, analytical, educational, and research purposes only.
Products are not intended for human or veterinary consumption, diagnostic use, therapeutic use, food, cosmetics, dietary supplementation, or administration to humans or animals.
Contact
To request assistance with a refund, return, damaged item, or delivery issue, contact us through the Contact page and include your order number.