Refund Policy

Effective Date: 1 January 2025
Last Updated: 1 March 2025

This Refund Policy applies to all purchases made from Syntra Global Pty Ltd (ABN 22 694 777 494) via syntra.bio. Your rights under this policy are in addition to any rights you have under the Australian Consumer Law.

1. Our Commitment

We want you to be satisfied with every order. If something is wrong with your order, we will work with you to resolve it promptly.

2. Australian Consumer Law Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

3. Eligibility for Refund or Replacement

You may be entitled to a refund or replacement in the following circumstances:

• Wrong item received: You received a product different from what you ordered.
• Damaged in transit: Your order arrived damaged or broken.
• Product defect: The product is defective or fails to meet the described specification (e.g. purity, appearance).
• Lost in transit: Your order does not arrive within 14 business days of dispatch and tracking confirms loss.

4. How to Request a Refund or Replacement

To initiate a claim, email support@syntra.bio within 7 days of receiving your order (or within 14 days of the dispatch date if the order has not arrived). Please include:

• Your full name and order number
• A description of the issue
• Photographs of the product and packaging (where relevant)

We will respond within 2 business days and confirm the outcome of your claim.

5. Resolution Options

Depending on the nature of the issue, we will offer one of the following:

• Full replacement of the affected product at no additional cost
• Full or partial refund to your original payment method
• Store credit (at your election)

Refunds are processed within 5 to 7 business days of approval. Bank processing times may vary.

6. Change of Mind

Due to the nature of our products (research-grade peptides and biochemical compounds), we are unable to accept returns or issue refunds for change of mind. All sales are final once dispatched, except where required by the Australian Consumer Law.

7. Backorder Cancellations

Backorders may be cancelled at any time before dispatch. To cancel a backorder, email support@syntra.bio with your order number. A full refund will be issued within 5 to 7 business days.

8. International Orders

For orders shipped outside Australia, the customer is responsible for compliance with all import laws and regulations in their destination country. Syntra Global Pty Ltd will not issue refunds for orders refused or seized by customs authorities. We recommend customers verify local import regulations before ordering.

9. Contact

For all refund and returns enquiries:
Syntra Global Pty Ltd
442 The Esplanade, Palm Beach QLD 4221, Australia
support@syntra.bio

We aim to respond to all enquiries within 2 business days (Monday to Friday, AEST).