Refund Policy

1. Shipping Policy

Order Processing

• Handling Time: Orders are typically processed and prepared for dispatch within one (1) business day following payment confirmation.
• Verification Holds: We reserve the right to temporarily hold order processing if additional security, compliance, or address verification is required.

Shipping Methods & Delivery

• Carrier: All domestic orders are shipped exclusively via Australia Post Express Post services. Tracking numbers will be generated and emailed to you immediately upon dispatch.

Delivery Timeframes: Transit times provided at checkout are estimates only. KingPeps Pty Ltd is not liable for delivery delays once a shipment has been handed over to the carrier. Delays may occur due to:

• Carrier peak periods or operational constraints
• Remote or regional delivery locations
• Public holidays
• Incorrect or incomplete address details

Shipping Accuracy & Customer Responsibility

• Address Validation: Customers are solely responsible for ensuring all shipping information is accurate and complete before finalizing checkout.
• Exclusion of Liability: We are not liable for lost packages, failed delivery attempts, or shipments returned to sender due to customer errors.
• Reshipment Fees: If a package is returned to our facility due to an incorrect address or failure to collect, the customer will be responsible for any additional shipping fees required to re-send the order.

Risk and Title

Risk of loss, damage, or destruction of the goods passes entirely to the purchaser immediately upon dispatch from our facility.

Lost or Damaged Shipments

If your order arrives damaged or fails to arrive within a reasonable timeframe, please follow these steps:

• Contact our support team at support@kingpeps.com.au within seven (7) days of the estimated delivery date.
• Provide your order number, tracking details, and supporting evidence (including clear photographs of any damaged packaging or vials).

We will initiate an official inquiry with Australia Post on your behalf. Please note that resolution timelines are subject to the carrier's investigation protocols.

2. Returns Policy

Change of Mind

We do not offer refunds, returns, or exchanges for change-of-mind purchases.

Please thoroughly review your order and verify that the items match your specific laboratory requirements before completing payment.

Faulty, Damaged, or Incorrect Items

If you receive a defective product, an incorrect item, or a product clearly damaged during transit, you must notify us within 48 hours of delivery.

To process your claim, our team will require:

• Clear photographic or video evidence of the product and its packaging.
• Your order number and batch details.
• The return of the unadulterated product (if requested by us).

Where a product fault or packing error is verified, we will promptly provide an appropriate remedy—such as a replacement, store credit, or full refund—in absolute compliance with your rights under the Australian Consumer Law.

3. Order Refusal and Cancellation

To ensure strict adherence to research standards and safety compliance, we reserve the right to refuse service, cancel orders, or limit purchase quantities at our sole discretion.

This protocol is strictly enforced if we suspect:

• Potential misuse or non-laboratory applications of our products.
• Ineligibility of the purchasing entity.
• Fraudulent payment details or systemic account abuse.

If an order is cancelled by us after payment has already been processed, a full refund will be issued back to the original payment method immediately.