Refund Policy
Last Updated: September 13, 2026
1. Your rights
Nothing in this policy excludes rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable mandatory law. These rights take priority over our change-of-mind and discretionary goodwill policies.
2. Change of mind and cancellations
We do not offer change-of-mind returns. For an ordering error or cancellation request, contact us promptly before processing or dispatch. We will assess whether a correction or cancellation is possible. Dispatch does not remove any remedy required by law.
3. Problems with an order
For damage, defects, an incorrect item, a description mismatch or non-delivery, email contact@eternalpeptidewholesale.com with your order number and a description of the problem. Photographs of visible damage and packaging help our investigation. Please report visible damage promptly, ideally within 48 hours; this is not a deadline that removes statutory rights.
Keep the product and packaging while we assess the issue and explain the appropriate remedy. Do not send research materials back until lawful handling and return arrangements have been confirmed with us.
4. Customs and delivery issues
If a shipment is delayed, detained or seized, contact us with the available tracking or authority notice. We will assess the circumstances and applicable responsibilities. Customer import obligations do not remove obligations that apply to us as the supplier.
Where lawful and appropriate, we may offer a discretionary replacement at 50% of the original order value, excluding shipping costs, and request evidence of the issue. This goodwill offer does not replace any remedy required by law and does not guarantee a further shipment.
5. Payment disputes
Please contact us so we can investigate an unresolved payment or order issue. You may also contact your payment provider or exercise legal rights. Any proposed refund will be coordinated with an active payment-provider dispute to avoid duplicate reimbursement; this policy does not require you to surrender those rights.
6. Policy updates and contact
This update does not retrospectively remove rights arising from an existing order. For order-specific instructions, contact contact@eternalpeptidewholesale.com. See also our Shipping Policy and Terms of Service.