Refund and Returns Policy
Last updated: 8 September 2026
Where a product has a published Certificate of Analysis, it is on the product page before you order, so you know what you are getting. If something is not right when it arrives, we will sort it out. This policy forms part of our Terms and Conditions of Sale.
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major failure, you may choose a refund or a replacement, and you may claim compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the problem fixed within a reasonable time, and if that does not happen, to a refund.
These rights are not limited by anything else in this policy, and they are not subject to any time limit we set. The timeframes below apply to remedies we offer as a matter of policy, over and above your legal rights.
2. Change of mind
We do not offer refunds or exchanges for change of mind, ordering the wrong product, or no longer needing an item. Our products are research materials with strict storage and handling requirements, and once an order leaves our facility we have no way of verifying how it has been stored, so it cannot be returned to stock or supplied to anyone else.
As a goodwill exception, if you contact us within 30 days of delivery and the product is unopened, undamaged and has been stored at the labelled conditions, we will consider a return. Where we accept one, you pay return shipping and we refund the purchase price less the original shipping cost. This is at our discretion and does not affect your rights in section 1.
3. Damaged, incorrect or faulty items
Please check your order when it arrives. If an item is damaged, incorrect, or does not meet the specification we published, email [email protected] with your order number, a short description, and photographs of the packaging and product.
Please tell us as soon as you can, ideally within 7 days of delivery, so we can investigate with the carrier while the evidence is fresh. Contacting us later does not remove your rights under the Australian Consumer Law.
We will send a replacement at no charge, or issue a full refund if you prefer. Where a return is needed, we cover return shipping and send you a prepaid label.
4. Purity and specification
Where a product has a published Certificate of Analysis, the purity on that certificate is the specification we stand behind. If you believe a product does not meet it, send us your order number along with any supporting testing documentation. Once verified, we will replace the product or refund it in full, and we will investigate with the manufacturer and the laboratory.
5. Lost in transit
If your tracking has not updated for 7 business days, get in touch. Once the carrier confirms the package is lost, we will send a replacement or refund the order in full, at your choice.
6. Cancelling an order
You can cancel for a full refund any time before your order is dispatched. Once it has left our facility it cannot be cancelled. If a parcel is undeliverable and returned to us, we will refund the purchase price, less the original shipping cost where the address was entered incorrectly.
7. How refunds are paid
Approved refunds go back to your original payment method and usually appear within 3 to 5 business days, depending on your bank or card issuer.
8. Contact
- Email: [email protected]
- Business hours: Monday to Friday, 9:00am to 5:00pm AEST
- Response time: within one business day
NuVion Health Ltd, registered in England and Wales, company number 16710653, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom, trading as NuVion Health. Australian correspondence address: 101 Collins Street, Melbourne, Victoria 3000, Australia.
