All Sales Are Final
Due to the specialized nature of our products, Obsidian Labs Australia maintains a strict no-refund and no-return policy. By placing an order through our website, you acknowledge and agree to the terms outlined below.
1. Research Use Only
All products are sold strictly for laboratory research purposes only. Products are not intended for human or veterinary use. Customers are responsible for ensuring products are suitable for their intended research applications prior to purchase.
2. No Refunds or Returns
We do not offer refunds, returns, or exchanges under any circumstances, including but not limited to:
- Change of mind
- Incorrect product selection
- Improper handling, storage, or use after delivery
- Delays caused by shipping carriers
- Customs delays, seizures, or regulatory actions
- Personal expectations regarding product performance
All purchases are considered final once payment has been completed.
3. Order Accuracy
Customers are solely responsible for ensuring all order information is correct, including shipping address and product selection. Orders cannot be modified or cancelled once they have been processed or shipped.
4. Damaged or Incorrect Orders
If you receive an item that is physically damaged during transit or an incorrect product due to our error, please contact us within 48 hours of delivery with photographic evidence. At our sole discretion, we may offer a replacement product where appropriate. Refunds will not be issued.
5. Shipping, Delays and Lost Parcels
Every order is dispatched with Australia Post tracking. Once a parcel leaves us it is in the care of Australia Post, and delivery is outside our control. Ownership and responsibility transfer to the customer at dispatch. We are not responsible for delivery delays, misdelivery, or parcels lost or held by the carrier.
Tracking often sits without an update for several days during busy periods and the parcel still arrives. If your tracking stops updating, take these steps before contacting us:
- Wait a minimum of 7 full days from the last tracking movement.
- Contact Australia Post directly and lodge an enquiry. They hold the parcel and they are the only party able to investigate it, locate it, or declare it lost.
We will only look at a replacement once one of two things is true: there has been no tracking movement for at least 7 days, or Australia Post has formally deemed the parcel lost. Any request made before that point will be referred back to Australia Post.
Meeting those conditions does not entitle you to a replacement. We do not guarantee replacement of lost or undelivered parcels. Any replacement is issued at our sole discretion and decided case by case, and replacing one order does not commit us to replacing another.
6. Agreement to Terms
By purchasing from Obsidian Labs Australia, you confirm that you have read, understood, and agreed to this Refund Policy in full prior to completing your order.
7. Contact
For order inquiries, please contact:
Email: Obsidianlabsau@gmail.com