Refund policy

Eagle Research supplies materials for laboratory and research use only. Because these products are sensitive to handling, storage and temperature, and because their integrity cannot be verified once they have left our control, we are unable to accept returns of items that have been opened, used, or stored outside their original sealed packaging.

Returning an unopened item

Unopened, unused items still in their original sealed packaging may be returned within 14 days of delivery. Please contact us before sending anything back — returns received without prior approval cannot be processed. Return postage is the customer's responsibility unless the return is the result of our error.

Damaged, incorrect or missing items

Please check your order on arrival. If anything arrives damaged, if you receive the wrong item, or if something is missing, contact us within 7 days of delivery with your order number and photographs. We will replace or refund the item in full, including shipping, at our cost.

Cancelling an order

Payment is by bank transfer, and orders are only dispatched once the transfer has been verified against the order number. If you need to cancel, contact us before your order is dispatched and we will cancel it and return any funds we have received in full.

Refunds

Approved refunds are issued to the bank account the original transfer was made from, normally within 5 business days of a returned item being received and inspected, or of a cancellation being agreed. The time a transfer then takes to clear is set by the banks and is outside our control.

Your rights under the Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. These rights apply regardless of anything stated above.

Contact us

For any return, cancellation or refund, contact us through our contact page or by replying to your order confirmation email. Please include your order number.