Refund policy
The Refund Policy (“Policy”) applies to the following purchases:
- Tests or Services purchased from Eugene Labs
1. General
a. We offer refunds and replacements in order with the Australian Consumer Law and on the terms and conditions set out in this Refund Policy
b. Any benefits set out in this policy may apply in addition to the consumers rights under the Australian Consumer Law
c. Before making this purchase, please read this Policy so you can understand your rights and what you can expect from us if you are not satisfied with your order.
2. Australian Consumer Law
a. Under the Australian Consumer Law
i. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods you are entitled
b. We offer refunds and replacements in accordance with the Australian Consumer Law.
c. The Australian Consumer Law provides a set of consumer guarantees that protect consumers when they buy products or services.
d. Under the Australian Consumer Law, we are required to adhere to certain consumer guarantees. If there is any inconsistency between this policy and the Australian Consumer Law, the provisions of the Australian Consumer Law will take precedence. We are committed to upholding our obligations under the Australian Consumer Law and ensuring that our customers are protected by these guarantees.
e. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
f. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled for compensation for any reasonably foreseeable loss or damage resulting from that major failure.
g. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined by the Australian Consumer Law) then you may still be entitled to have the goods replaced.
3. Cancellation and Change of Mind Policy
a. In the event that the product you ordered has been damaged during delivery
b. We will arrange to collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 days from the date of receiving the product.
a. Notwithstanding the other provisions in this policy, we may refuse to provide a replacement or refund for a product or service purchased by you if:
ii. You knew or were made aware of the problem(s) in the product or service before you purchased it
iii. You asked for a service to be done in a certain manner, or you asked for alterations, to a product, against our advice, or you were unclear about what you wanted
b. If the Returned Product is eligible for a replacement or refund under the terms of this policy (including under the Australian Consumer Law
9. Contact us
a. If you wish to speak to us about this Policy or any refund or replacements, please contact us at: hello@eugenelabs.com
