A refund or reshipment may be available depending on the issue with your order and whether your request falls within the applicable policy terms.
When might I be eligible for a refund?
You may be eligible for a refund if, within 90 days of purchase, you notify AUS LABS that the product was not suitable for the purpose for which you purchased it or you did not receive the desired results from the product, subject to the relevant policy conditions and review process.
When might I be eligible for a reshipment?
A reshipment may be available in some delivery-related situations, such as when a parcel has not arrived and the issue has been reviewed by support.
Are all products eligible?
No. Refund eligibility does not apply to goods that have been worn or used, damaged after delivery, altered in any way, or dropped or broken. Products must remain in their original condition where a return is required.
Is there a limit on using the guarantee?
Yes. To help prevent misuse, rights under the 90-day money-back guarantee may only be exercised in relation to one purchase in a financial year.
How do I request a refund or reshipment?
If you believe you may be eligible, please contact AUS LABS Support first so your request can be reviewed. You may be asked to provide further information before a refund or reshipment can be approved.
Still need help?
If you still need help, please open a support ticket and include your order number, the email address used at checkout, and a short explanation of the issue.