Returns & Refund Policy

1. Company Information

This policy applies to all purchases made from:

2. Eligible Returns

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

• Incorrect item received — the product delivered does not match your order.
• Damaged in transit — the product arrived visibly damaged due to shipping.
• Defective or compromised product — the product is demonstrably defective (e.g. broken vial seal, contamination visible upon receipt).
• Major failure — the product fails to meet a consumer guarantee under the Australian Consumer Law.

3. Non-Eligible Returns

Returns will not be accepted in the following circumstances:

• Change of mind — due to the perishable and regulated nature of research compounds, we do not accept change-of-mind returns.
• Opened or used product — any product that has been opened, reconstituted, or otherwise used cannot be returned.
• Improper storage — products damaged due to failure to follow recommended storage conditions after delivery.
• Delay in reporting — claims not lodged within the timeframe outlined in Section 4.
• International orders — we are unable to accept returns from international orders due to customs and regulatory constraints.

4. Timeframe to Lodge a Claim

All return or refund claims must be lodged within 7 days of the delivery date as confirmed by the carrier tracking information.

Claims received after this period will not be accepted unless the defect could not reasonably have been discovered upon delivery (in which case the ACL statutory guarantee period applies).

5. How to Initiate a Return

To lodge a return or refund claim, follow these steps:

1. Email support@syntra.bio with the subject line "Return Request — Order #[your order number]".
2. Include your full name, order number, and a clear description of the issue.
3. Attach photographs clearly showing the damage, defect, or incorrect item.
4. Our team will respond within 2 business days to assess your claim and provide a Return Authorisation (RA) number if approved.
5. Do not send any items back until you have received a Return Authorisation — unauthorised returns will not be processed.
6. Once authorised, return the item in its original packaging to:
   Syntra Global Pty Ltd, 442 The Esplanade, Palm Beach QLD 4221

Return shipping costs for approved claims (incorrect item or damaged in transit) will be covered by Syntra Global Pty Ltd. In all other cases, return shipping is at the customer's cost.

6. Refund Method & Timeframe

Approved refunds will be processed to the original payment method used at the time of purchase.

Refunds are typically processed within 5–10 business days of us receiving and verifying the returned item. Depending on your financial institution, funds may take an additional 2–5 business days to appear in your account.

Where a replacement product is preferred and available, we will dispatch the replacement within 3 business days of approving the claim — no need to return the original item in cases of transit damage.

7. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). 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.

As a Queensland-based business, Syntra Global Pty Ltd is also subject to the oversight of the Queensland Office of Fair Trading. For consumer rights enquiries or complaints you may contact:

• Australian Competition & Consumer Commission (ACCC): accc.gov.au
• Queensland Office of Fair Trading: qld.gov.au/law/fair-trading

8. Contact

For all returns, refund enquiries, or questions about this policy: