Policies
Refund policy
When a refund is available, and the one thing that cannot be refunded.
Last updated
Refunds are available until the laboratory begins analysis, less a 30% administrative fee. Collection kits cannot be returned once dispatched. Nothing here limits your rights under the Australian Consumer Law.
Hair testing and forensic reports
Refunds are available provided the laboratory has not yet begun analysing your sample, or your forensic report has not commenced.
An approved refund is subject to a 30% administrative fee, which covers the collection appointment, the chain-of-custody paperwork and the handling already carried out.
This describes refunds where you change your mind. It is separate from — and does not limit — your rights if something goes wrong with the service itself.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. If a product or service we supply fails a consumer guarantee — for example it is faulty, or not supplied with due care and skill — you are entitled to a remedy regardless of anything stated here.
Collection kits — non-refundable once dispatched
We cannot accept a change-of-mind return once a kit has been dispatched. Once it has left our facility we have no way to verify whether it has been opened, tampered with or compromised — and a kit whose integrity cannot be vouched for is worthless for its purpose.
A kit is a few sheets of paperwork and a sealed sample pouch — there is nothing in it that can fail in transit. If something is genuinely wrong with what arrived, call us on (03) 9380 5434 and we will sort it out.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. If a product or service we supply fails a consumer guarantee — for example it is faulty, or not supplied with due care and skill — you are entitled to a remedy regardless of anything stated here.
How refunds are processed
Once approved, the credit is applied automatically to your original payment method within 14 business days.
Shipping costs
Standard postage within Australia is free, so no shipping refund arises. Upgraded shipping — Express Post and international shipping — is generally not refunded once the parcel has been lodged with the carrier, because the cost has been incurred by then.
Where a parcel is delayed or lost in transit we will help you pursue the carrier, and where the carrier's failure means you did not receive what you paid for, we will put it right.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law. If a product or service we supply fails a consumer guarantee — for example it is faulty, or not supplied with due care and skill — you are entitled to a remedy regardless of anything stated here.
Late or missing refunds
If your refund has not arrived within 14 business days:
- Re-check your bank account.
- Contact your credit card provider — there is often a delay before a refund posts.
- Contact your bank, as clearance times vary.
If you have done all of the above and still have not received it, contact us and we will follow it up.
Questions about this policy?
Contact our practice manager and we will respond within one business day.