Returns & Refund Policy

1. Research Use Only

All products supplied by R10 Research are supplied solely for legitimate in vitro laboratory research. They are not supplied for human or animal use, therapeutic, cosmetic, veterinary or diagnostic purposes. By purchasing from R10 Research, you acknowledge that you have read and accepted our Research Use Only Disclaimer.

2. Summary

We aim to supply high-quality laboratory research products that are accurately packed and securely shipped. If there is a genuine issue with your order, please contact us as soon as possible so we can investigate and provide an appropriate solution. Nothing in this policy limits any rights you may have under the Australian Consumer Law.

3. Order Cancellations

Orders may generally be cancelled before they have been dispatched. Once an order has entered packing or has been dispatched, cancellation may no longer be possible.

4. When We May Provide a Remedy

Where required by the Australian Consumer Law, or where we consider it appropriate, we may provide a replacement, reshipment or refund if an incorrect product or quantity was supplied, a product is materially damaged in transit, a shipment is confirmed lost, or a product has a major problem or does not match its description.

5. Products That Cannot Usually Be Returned

Because our products are laboratory research materials, we generally do not accept returns for change of mind, ordering the wrong product, changes to your research requirements, dissatisfaction with research outcomes or products that have been opened, handled, altered or improperly stored after delivery.

6. Damaged, Incorrect or Lost Orders

If your order is damaged, incorrect or appears to be lost, contact us as soon as reasonably practicable with your order number and clear photographs of the packaging, labels and products where relevant. Please retain all packaging while we investigate. Where appropriate we will arrange a replacement, reshipment, refund or other remedy required by law.

Where permitted by law, we may decline a refund, replacement or reshipment request if the claim is false or misleading, the product was damaged after delivery through improper storage or handling, the product has been altered or tampered with, or sufficient information has not been provided to investigate the claim.

7. Refund Processing

Approved refunds will generally be returned to the original payment method. Processing times depend on your payment provider and financial institution. Unless required by law, delivery charges may not be refunded where the issue was caused by incorrect delivery information or other customer-related circumstances.

8. Chargebacks

If there is an issue with your order, please contact us before initiating a chargeback. Most issues can be resolved quickly through our support team. If a chargeback is lodged, we may provide relevant order, payment and delivery records to the payment provider.

9. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

10. Changes and Contact

We may update this policy from time to time. The latest version will always be published on our website with a revised 'Last updated' date.

For return, replacement or refund enquiries contact: support@r10research.com.au