Returns & Refunds

Last updated 26 August 2026

What we will put right, what we cannot take back, and how to make a claim.

Returns

We do not accept returns for change of mind, for an incorrect selection, for a vial that has been opened or used, or for anything stored or handled outside our control once it has been delivered.

The reason is the product rather than the policy. These are temperature-sensitive compounds, and once a vial has left our custody we cannot verify how it has been kept. A peptide returned to stock is one we could not sell to the next researcher in good conscience — so we would rather say plainly that we cannot take it back than imply otherwise and refuse later.

Please check the compound, the size and the quantity before you pay. If you are not sure which size you need, ask first — we would much rather answer a question than sell you the wrong vial.

Damaged, defective or incorrect orders

Contact us within 7 days of delivery at feedback@pureamino.com.au with your order reference and clear photographs showing the problem. That covers a product that:

• arrives damaged — a broken vial, a compromised seal, a crushed parcel;
• is not what you ordered — wrong compound, wrong size, wrong quantity;
• does not match its certificate of analysis; or
• never arrives.

Your order reference is the eight characters at the top of your confirmation email, also shown against the order in your account. Once we have verified the claim we will replace the item or refund it. Most claims are resolved the same business day, and we aim to reply to every one within one business day.

Return shipping

Do not send anything back before we ask you to. Returns are only accepted where we have authorised them first, and an unauthorised parcel cannot be matched to a claim or refunded.

Where we do authorise a return — a damaged, defective or incorrectly supplied item — we will send you the shipping instructions with it. You will not be out of pocket to return something that was wrong when it reached you.

Refund process

Approved refunds go back to the original payment method, and only there — we cannot send a refund somewhere else. They usually appear within 5–10 business days, depending on your bank.

Where store credit was used on the order, that portion returns to your store credit balance rather than to your card, because that is where it came from.

Shipping charges are not refunded unless the error was ours, in which case they are. You will get an email confirming any refund, and the order shows as refunded in the Orders tab of your account.

Cancellations

An order cannot be cancelled or changed once it has been dispatched. Before then, email us as soon as you can and we will do our best — if it has not gone to the courier we will cancel it and refund it in full — but we cannot promise it, because orders placed before 3pm on a business day leave the same day.

A pre-ordered item can be cancelled at any time before it ships, for a full refund of that item.

What we cannot refund

• Change of mind, an incorrect selection, or an opened or used vial, as above.
• A product used for anything other than in-vitro laboratory research. Supplying on that basis is a condition of every sale (see Terms of Sale).
• A result you did not expect from an experiment. The certificate of analysis reports identity and purity; it does not warrant how a compound will behave in your protocol.
• A parcel sent to an incorrect address entered at checkout.

Limitation of liability

To the extent the Australian Consumer Law permits it, our liability for any product is limited to refunding what you paid for it, and we are not liable for indirect, incidental or consequential loss arising from using — or being unable to use — anything we supply.

Read that against the paragraph at the top of this page, which outranks it: the consumer guarantees cannot be excluded, and where one applies your entitlement is whatever the law says it is, not whatever this section says.