Return Policy

Clear, fair handling for research-use orders — what can be returned, what can’t, and how we put it right.

Research use only · 18+ · Support replies within 24 hours

Overview

Because our products are research chemicals with strict traceability requirements, our return policy is straightforward:

• Unopened, sealed items can be returned within 7 days.
• Opened or used items cannot be returned or restocked.
• Damaged, lost, or incorrectly supplied orders are always covered, outside the 7-day window.

Every case is reviewed individually by our support team. If something has gone wrong, contact us — we’d rather sort it out with you than have a parcel arrive that can’t be accepted.

1. Return Window and Eligibility

You have 7 days from the date of delivery to request a return.

To keep every batch traceable and to protect the integrity of our research materials, only items that are unopened, unused, and in their original sealed packaging are eligible.

Eligible for return:

• Unopened vials with the factory seal intact.
• Items still in their original packaging.
• Return requested within 7 days of delivery confirmation.

Not eligible for return:

• Opened, used, or unsealed vials.
• Bacteriostatic water once the seal has been broken.
• Clearance and final-sale items.
• Lab consumables (syringes, swabs, and similar) once unsealed.

Contact us first. Please don’t post anything back before speaking with support. Unauthorised returns cannot be tracked or matched to your order, and we can’t guarantee they will be processed.

2. Why Opened Items Cannot Be Returned

Our products are research chemicals, and by nature they are sensitive to storage, handling, and chain of custody. Once a vial’s seal is broken, we can no longer verify how the material has been stored or handled after leaving our facility.

For the safety and integrity of every customer we ship to, opened or used items are non-returnable and cannot be resold or restocked. This is the same standard used across the laboratory-supply industry, and it exists so that anything we ship is exactly as it left us — third-party tested, sealed, and batch-traceable.

If something looks wrong the moment your parcel arrives — a broken seal, a damaged vial, or the wrong item — do not open or use it. Photograph it exactly as received and contact support. Cases like this are handled under the damaged-in-transit process below, not the standard return process.

3. Damaged, Lost, or Incorrect Orders

If your order arrives damaged, doesn’t arrive at all, or contains the wrong item, we cover it. This sits outside the 7-day return window described above.

Orders that include Shipping Protection at checkout [VERIFY — confirm if this is offered] get the fastest, no-questions resolution, but every order is backed regardless.

To make a claim, contact support with:

• Your order number.
• A short description of what went wrong.
• Clear photos of the outer parcel and the affected items as they arrived.

Once we’ve reviewed your claim, we’ll arrange one of the following at your preference:

• Free replacement of the affected item.
• Full refund to your original payment method.

How each situation is handled:

• Damaged on arrival — photos of the outer parcel and affected items, then replacement or refund.
• Lost in transit — we trace the parcel with Australia Post and re-ship if it can’t be located.
• Wrong item received — we send the correct item and cover the return postage on the incorrect one.

4. How to Start a Return

Returns are handled one-to-one with our support team. The process is:

Step 1 — Contact support
Email support@receptorresearch.com.au with your order number and a short note on what’s wrong. If you’re already in an existing support conversation about the order, just reply in the same thread — no need to start a new email.

Step 2 — We review and confirm
We’ll check your request against this policy, usually the same business day, and reply with your options.

Step 3 — You receive instructions
If your return is approved, we’ll send you clear instructions and the return address for your sealed items.

Step 4 — Resolution
Once your return is received and approved, we process your replacement or refund straight away.

Please do not send anything back before receiving return instructions from us.

5. Refunds and Timing

Approved refunds are issued to your original payment method — the card or pay-later service you used at checkout. You’ll receive an email confirmation the moment we process the refund.

Timing after we’ve processed the refund depends on your bank or payment provider. Once the refund leaves us, the final step is on their side.

If you have a Receptor Research account, every order, batch COA, and refund record is kept in one place so you can track the status at a glance.

6. Non-Returnable Items

For safety, integrity, and traceability, the following items cannot be returned or refunded once opened or dispatched:

• Opened vials — any product whose factory seal has been broken.
• Bacteriostatic water once opened — sterility cannot be guaranteed once the seal is broken.
• Clearance and final-sale items — clearly marked as final sale at the time of purchase.
• Unsealed lab consumables — syringes, swabs, and similar items once the seal is broken.

Not sure whether your item qualifies? Ask us before sending anything back. We’d rather confirm it with you up front than have a parcel arrive that can’t be accepted.

7. Contact Support

Damaged parcel, wrong item, or a question about your refund? Send us your order number and we’ll sort it. Most messages receive a reply within 24 hours.

Receptor Research
Email: support@receptorresearch.com.au
Support hours: Monday to Friday, 9am–5pm AEST