Refund policy
RETURN AND REFUND POLICY
Sandstone Scientific Pty Ltd supplies scientific equipment, laboratory consumables and specialist products to organisations across Australia.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.
Faulty, Damaged or Incorrect Goods
If an item is faulty, damaged in transit, incorrectly supplied, or otherwise does not meet applicable consumer guarantees, please contact Sandstone Scientific as soon as reasonably practicable at sandstonescientific@protonmail.com.
Please provide your order or invoice number, details of the issue and, where appropriate, photographs of the product and packaging.
We will assess the issue and arrange an appropriate remedy under the Australian Consumer Law, where applicable. Depending on the circumstances, this may include repair, replacement or refund.
Please do not return goods without contacting us first, as some products may need to be returned directly to the manufacturer, distributor or another nominated location.
Change of Mind
Unless otherwise agreed in writing, Sandstone Scientific does not accept returns or provide refunds for change of mind.
Special-Order and Sourced Products
Many products supplied by Sandstone Scientific are sourced specifically for an individual customer or procurement requirement. Special-order, custom, configured, imported, or specifically sourced products generally cannot be cancelled or returned for change of mind once the order has been placed with our supplier.
This does not affect any rights or remedies available under the Australian Consumer Law.
Laboratory Consumables, Sterile and Sensitive Products
For safety, contamination-control, quality-assurance and traceability reasons, opened or used laboratory consumables, sterile products, chemicals, reagents, culture media, temperature-sensitive products and other products whose integrity may be compromised after delivery cannot generally be returned for change of mind.
This does not affect rights relating to faulty, damaged or incorrectly supplied goods or any other rights that cannot lawfully be excluded.
Order Cancellations
If you need to cancel an order, contact us as soon as possible.
Where an order has not yet been processed or committed to a supplier, we will endeavour to accommodate the cancellation.
Once we have processed a special-order or supplier-direct order, cancellation may not be possible or may be subject to costs already incurred by Sandstone Scientific. We will advise you of any applicable costs before proceeding with a cancellation where practicable.
Returns Process
Before returning any product, please contact:
Sandstone Scientific Pty Ltd
ABN 50 702 004 224
Email: sandstonescientific@protonmail.com
We will provide return instructions where required. Do not send products to Sandstone Scientific without prior authorisation.
We will process approved refunds using the original payment method unless otherwise agreed.