Refund policy

At Stackd Labs, we maintain the highest standards of quality and safety. Due to the sensitive nature of our research compounds and laboratory consumables, we have established the following policy regarding returns and refunds. This policy operates alongside, and does not exclude, your rights under the Australian Consumer Law (ACL).

Purity Guarantee and Returns Policy

Every Stackd Labs product is backed by our Purity Guarantee. If any product fails to meet its stated purity specifications on the Certificate of Analysis, we will issue a full refund or replacement at no additional cost. Your confidence in our products is our top priority.

Purity Guarantee: 100% backed
Fast Resolution: 1 to 3 business days
Free Replacements: Ships in 1 to 2 business days
Easy Refunds: 3 to 5 business days

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantees, rights, or remedies you have under the Australian Consumer Law where those guarantees apply. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Eligible Return and Refund Scenarios

We accept return and refund requests under the following circumstances:

Damaged in Transit. If your order arrives damaged during shipping, we will ship a replacement at no cost or issue a full refund to your original payment method.

Contact us within 7 days of delivery
Provide your order number
Include clear photographs of the damage to the product and packaging

Defective or Incorrect Products. If you receive a product that is defective, does not match its Certificate of Analysis specifications, or is different from what you ordered, we will provide a prepaid return label and send a replacement or full refund.

Contact us within 14 days of delivery
Describe the defect or discrepancy in detail

Purity Concerns. If you have concerns about the purity or quality of a product, contact us with your order details. We take purity claims seriously and will investigate promptly.

Purity claims must be substantiated by independent third-party laboratory analysis
Verified purity issues that do not match Certificate of Analysis specifications are eligible for a 100% refund or immediate replacement
Where the discrepancy is confirmed, we will also credit the cost of the independent test

Return Shipping

For all eligible returns where Stackd Labs is at fault (damaged in transit, defective product, incorrect product shipped, or failed purity verification), return shipping is covered by Stackd Labs. We will provide a prepaid return label or arrange collection via Australia Post.

For returns where the buyer changes their mind or the product is no longer required (and where the product is otherwise eligible for return), return shipping is the responsibility of the buyer.

Refund Processing

Once your return is received and inspected, or your damage claim is approved:

Support response: Within 1 business day (Monday to Friday)
Claim review and resolution: 1 to 3 business days
Refund processing: 3 to 5 business days to original payment method
Replacement shipment: Ships within 1 to 2 business days of approval

Banks and payment processors may take an additional 3 to 10 business days to settle the funds to your account.

Exchanges

We accept exchanges for the same product in cases of damage in transit or where an incorrect item was shipped. Exchanges for a different product are considered on a case-by-case basis and may be subject to availability and price differences.

Restocking Fees

Stackd Labs does not charge restocking fees on eligible returns. Where a return is approved and the product is returned in its original sealed condition, the full purchase price is refunded.

Shipment Protection

All orders include shipment protection at no extra cost:

Lost Packages: If Australia Post tracking shows your package is lost or undelivered after 14 business days, we will reship your order at no cost.
Stolen or Missing Packages: If your package is marked as delivered but you did not receive it, contact us and we will work with Australia Post to resolve the issue and may reship or refund at our discretion.

Non-Returnable Items

Due to the sensitive nature of research compounds and strict quality control requirements, the following items are not eligible for return or refund except where required by the Australian Consumer Law:

Broken or Tampered Security Seals: Any product where the original manufacturer's security seal has been broken, removed, or tampered with.
Reconstituted or Mixed Compounds: Any product that has been mixed with bacteriostatic water, solvents, or buffers.
Partially Used Products: Any vial or container that has been accessed or used for research purposes.
Improperly Stored Products: Items exposed to direct sunlight, extreme heat, or temperature sensitive compounds not stored as directed upon delivery.
Late Claims: Return requests or defect reports submitted after the applicable timeframe.
Custom or Special Order Formulations: Products specifically manufactured or sourced per buyer request.

How to Request a Return or Refund

Email us at enquires@stackdlabs.com.au with your order number and a description of the issue
Include photographs if applicable (damaged packaging, product condition)
Our team will review your request and respond within 1 business day
Once approved, your refund or replacement will be processed per the timeframes above

Please do not return products before receiving a return authorisation from our team. Unauthorised returns may not be eligible for refund.

Cancellations

Orders may be cancelled for a full refund if they have not yet been shipped. Once an order has been dispatched, it is subject to the return policy outlined above. To cancel an order, email enquires@stackdlabs.com.au as soon as possible with your order number.