Refund & Returns Policy
Overview
At BDY/LAB Melbourne, we take pride in the quality and integrity of every product we dispatch. This Refund & Returns Policy sets out the circumstances under which we accept returns, how refunds are processed, and your rights as a customer.
Due to the nature of our products — research-grade peptides and compounds — our returns policy is necessarily more restrictive than standard retail. The scientific and regulatory requirements governing these products mean that we cannot accept returns on the basis of change of mind or buyer's remorse.
While our policy has firm boundaries to protect product integrity and comply with applicable regulations, we are committed to resolving all genuine product issues fairly and promptly. If you receive something that is defective, damaged, or incorrect, we will always work with you to make it right.
Return Eligibility
Returns are considered on a case-by-case basis and are only accepted under the following circumstances. All returns must be pre-authorised by our support team before any product is dispatched back to us.
| Reason for Return | Eligible | Resolution |
|---|---|---|
| Product arrived damaged | Eligible | Replacement or store credit |
| Incorrect item received | Eligible | Replacement dispatched at no cost |
| Product quality defect | Eligible | Replacement or store credit |
| Missing items from order | Eligible | Missing items dispatched promptly |
| Change of mind | Not Eligible | No return accepted |
| Order placed in error | Case by Case | Contact us before dispatch |
| Delayed delivery | Not Eligible | Carrier investigation initiated |
| Customs seizure | Not Eligible | See Section 10 |
Do not return any product without first contacting us and receiving a Return Merchandise Authorisation (RMA) reference number. Unauthorised returns will not be accepted and may be disposed of or returned to sender at the customer's expense.
Non-Returnable Items
Due to the nature, handling requirements, and regulatory status of our products, the following items are strictly non-returnable under any circumstances:
- Products that have been opened, used, or removed from their original sealed packaging.
- Temperature-sensitive products that have left our temperature-controlled environment and cannot be verified as having maintained proper cold-chain storage.
- Products returned without prior written authorisation (RMA reference).
- Products returned after the 14-day return window has elapsed.
- Products purchased during a sale, clearance event, or with a promotional discount code, unless the item is defective or incorrect.
- Digital products, access codes, or downloadable content.
- Custom or special-order products produced specifically for your order.
The integrity and chain-of-custody of research compounds is critical. Once a product has left our facility and been received, we have no means of verifying that it has been stored under appropriate conditions. For this reason, opened or used products cannot be accepted for return regardless of the reason stated.
Return Timeframes
All return requests must be initiated within the applicable timeframe from the date of delivery. We are unable to process return requests submitted outside these windows.
The "date of delivery" is defined as the date on which your carrier tracking marks the parcel as delivered to your address. If you believe your parcel was not delivered on the recorded date, please contact us and your carrier as soon as possible.
How to Return an Item
To initiate a return, please follow the steps below. Failure to follow this process may result in your return being rejected or delayed.
Refunds
Where a return is approved and a refund is applicable, refunds will be processed using the method outlined below. The timeframe for funds to appear in your account will vary depending on your payment provider.
Issued immediately upon return approval. Valid for 12 months from issue date and applicable to all products on the Site.
Where eligible, refunds are returned to the original payment method. Please allow 5–10 business days for funds to clear.
Where only part of an order qualifies for a refund, a partial refund will be issued for the affected items only.
Original shipping fees are non-refundable unless the return is due to our error (e.g. incorrect or defective item dispatched).
Please allow up to 5 business days after we receive and inspect your returned item for your refund or store credit to be processed. You will receive an email confirmation once your refund has been issued. If you have not received your refund after 10 business days, please contact your bank or payment provider before reaching out to us.
Replacements
In many cases, a replacement is our preferred resolution — it is faster than a refund and ensures you receive the product you originally ordered. Replacements are offered in the following circumstances:
- The item received was incorrect (wrong product, wrong quantity, wrong variant).
- The item arrived damaged or compromised due to transit mishandling.
- The product has a verified manufacturing or quality defect.
- Items were missing from your order.
Approved replacement orders are treated as priority dispatches and are typically shipped within 1 business day of approval. You will receive a new tracking number by email as soon as the replacement is on its way.
Damaged or Incorrect Orders
We take every precaution to ensure your order leaves our facility in perfect condition. In the rare event that something goes wrong, please follow the guidance below to ensure your claim can be processed as quickly as possible.
- Photograph everything: Before opening or discarding any packaging, take clear photographs of the outer parcel, inner packaging, and the affected product(s). This evidence is required to process your claim.
- Report within 48 hours: Damaged items must be reported to us within 48 hours of delivery. Claims submitted after this window may not be accepted.
- Incorrect items: If you receive the wrong product, do not open the sealed packaging. Report the error within 7 days and we will arrange collection and replacement at no cost to you.
- Do not dispose of packaging: Retain all original packaging until your claim has been resolved. We may request that it be returned as part of the claims process.
Return Shipping Costs
Who covers the cost of return shipping depends on the reason for the return. Please review the breakdown below before arranging your return shipment.
If the return is due to a defective, damaged, or incorrect item, BDY/LAB Melbourne will cover all reasonable return shipping costs. We will provide a prepaid label or reimburse verified shipping expenses.
For any other approved return (e.g. order placed in error), the customer is responsible for all return shipping costs, including postage, insurance, and any applicable customs fees.
We strongly recommend using a trackable and insured shipping service for all returns. BDY/LAB Melbourne cannot accept responsibility for items that are lost or damaged in return transit. The risk of the return shipment remains with the customer until the parcel is received and signed for at our facility.
International Returns
Customers outside of our domestic dispatch region are welcome to initiate returns in accordance with this policy. However, additional considerations apply to international return shipments.
- International return shipping costs are the responsibility of the customer unless the return is due to our error.
- Customers are responsible for ensuring that the return shipment complies with all applicable export and import regulations in both the origin and destination countries.
- Any customs duties, taxes, or fees incurred on the return shipment are the customer's responsibility and will not be reimbursed.
- We are not responsible for returned parcels that are seized, held, or destroyed by customs authorities during return transit.
- For international returns, we recommend contacting us before dispatching to confirm the most efficient and compliant return method for your region.
BDY/LAB Melbourne does not offer refunds or replacements for orders that are seized by customs authorities in the destination country, unless the seizure was directly caused by our error in documentation or labelling. It is the customer's responsibility to verify the legal status of our products in their jurisdiction prior to ordering. Please refer to our Disclaimer for further detail.
Changes to This Policy
BDY/LAB Melbourne reserves the right to amend or update this Refund & Returns Policy at any time. Changes will take effect immediately upon posting to the Site, with the revised date updated at the top of this page.
We encourage you to review this policy periodically. Your continued use of the Site or placement of an order following any changes constitutes your acceptance of the updated policy. For any orders placed prior to a policy update, the version of this policy in effect at the time of your order will apply.
Contact Us
To initiate a return, report a damaged or incorrect order, or ask any questions about this policy, please reach out to our support team. Have your order number ready to help us assist you as quickly as possible.
BDY/LAB Melbourne — Customer Support
We aim to respond to all return and refund enquiries within 1–2 business days.