Effective date: 01.06.2026
This Refund & Returns Policy explains how Lion Labs handles refunds, returns, replacements and order issues.
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
If a product has a major failure, you may be entitled to a refund, replacement or other remedy. If a product has a minor failure, we may provide a repair, replacement, refund or other appropriate remedy in accordance with Australian Consumer Law.
2. Change-of-mind returns
Due to the nature of our products, we do not accept change-of-mind returns or exchanges.
This includes situations where:
- You no longer want the product
- You ordered the wrong item
- You found the item cheaper elsewhere
- You changed your mind after dispatch
- You no longer require the product
This does not affect your rights under Australian Consumer Law.
3. Research-use products
Lion Labs supplies products strictly for lawful research use only.
Products are not supplied for human consumption, animal consumption, therapeutic use, medical use, diagnostic use, cosmetic use, injection, ingestion or personal use.
We may refuse a return or refund request where the request relates to product misuse, prohibited use, mishandling, incorrect storage, or use inconsistent with our Terms & Conditions.
4. Damaged, faulty or incorrect items
If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible with:
- Your order number
- Your full name
- A description of the issue
- Clear photos of the product, packaging and shipping label
- Any relevant tracking or delivery information
We will review the issue and, where appropriate, provide a replacement, refund, store credit or other remedy in accordance with Australian Consumer Law.
5. Timeframe for reporting issues
Please inspect your order promptly after delivery.
To help us resolve issues efficiently, damaged, incorrect or missing item claims should be reported within 48 hours of delivery where possible.
This timeframe does not limit any rights you may have under Australian Consumer Law.
6. Returns process
You must contact us before returning any item.
Do not send products back without written return instructions from Lion Labs. Unauthorised returns may be refused or delayed.
If a return is approved, we will provide instructions for sending the item back.
7. Condition of returned items
Where a return is approved, items must be returned in the condition requested by Lion Labs.
We may refuse returns where products have been opened, used, tampered with, damaged after delivery, stored incorrectly, or handled in a way that prevents reasonable assessment, unless a remedy is required under Australian Consumer Law.
8. Return shipping costs
If a return is required because of our error, a faulty product, an incorrect item, or another issue covered by Australian Consumer Law, we will cover reasonable return shipping costs where applicable.
For any approved return not caused by our error, the customer may be responsible for return shipping costs.
9. Refund method
Approved refunds will usually be processed to the original payment method used for the order.
Refund processing times may vary depending on your payment provider or financial institution.
Shipping fees may not be refundable unless required under Australian Consumer Law or where the issue was caused by our error.
10. Cancelled orders
If you need to cancel an order, please contact us as soon as possible.
We may be unable to cancel an order once it has been processed, packed, dispatched, or handed to the shipping carrier.
If cancellation is possible, a refund will be issued to the original payment method.
11. Lost or delayed parcels
If your parcel is delayed or appears lost, please contact us so we can assist with carrier enquiries.
We may need to wait for the carrier to complete an investigation before providing a remedy.
Where required under Australian Consumer Law, we will provide an appropriate remedy.
12. Refused or returned deliveries
If a parcel is returned to us because of incorrect shipping details, failed delivery attempts, refusal of delivery, or non-collection, we may deduct shipping costs or charge additional shipping fees to resend the order.
If a refund is approved in these circumstances, original shipping fees may not be refundable unless required by law.
13. Contact us
For refund, return or order issue enquiries, please contact:
Lion Labs
Email: admin@lionlabsau.com
Location: Victoria, Australia
ABN: 22 697 575 170
ACN: 697 575 170