Refund policy

Last updated: 1st September 2026

We want you to be confident in your purchase. This policy explains your options if something isn't right.

1. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage, if a product is faulty, not fit for purpose, or doesn't match its description.

2. Change of Mind

  • We accept change-of-mind returns within 14 days of delivery, provided the item is unused, in its original packaging, and in resalable condition.
  • Return shipping costs for change-of-mind returns are the buyer's responsibility.
  • Custom or made-to-order items are not eligible for change-of-mind returns.

3. Faulty or Damaged Items

  • If your item arrives faulty or damaged, contact us within  7 days of delivery at hello@labpix.com.au with your order number and photos of the damage/fault.
  • We will arrange a repair, replacement, or refund at no cost to you, in line with the manufacturer's warranty and Australian Consumer Law.
  • Please do not discard original packaging until the claim is resolved, as it may be required for a warranty return.

4. Items Damaged in Transit

  • Inspect your delivery as soon as possible after receipt.
  • Report transit damage within 48 hours of delivery, with photos of both the item and packaging.
  • We will coordinate with the shipping carrier and arrange a replacement or refund — you will not be charged return shipping for confirmed transit damage.

5. How to Start a Return

  1. Email hello@labpix.com.au with your order number, reason for return, and photos if applicable.
  2. We'll confirm eligibility and provide return instructions (including address and any return authorisation number required).
  3. Once we receive and inspect the returned item, we'll process your refund or replacement within 5-10 business days.

6. Refund Method

Refunds are issued to the original payment method. For institutional purchase-order buyers, refunds/credits will be issued against the original PO or invoice.

7. Institutional / Grant-Funded Purchases

We understand grant-funded equipment purchases may have specific institutional requirements. If your return needs to follow a particular institutional process (e.g. formal credit note), let us know when you contact us and we'll accommodate where possible.

8. Contact

hello@labpix.com.au