Returns

Contact Customer Care Before Returning Products

All returns must be authorised by Ribology before any product is sent back. Products returned without prior authorisation may be refused, delayed, or returned to the sender.

Once a return is approved, Ribology will issue a Return Goods Authorisation (RGA) number. The RGA number must be included in the return shipment documentation and clearly referenced in any related communication.

Order Cancellation

If you need to cancel an order placed with Ribology, please contact Customer Care at [email protected] as soon as possible.

Standard product orders may be cancelled where they have not yet shipped and have not been prepared for dispatch. Cancellations of custom, configured, special-order, non-stocked, or procurement-specific products may be declined or may incur cancellation fees.

Where an order has already been dispatched, the order may need to be managed as a return request rather than a cancellation. All cancellations are governed by Ribology’s Terms and Conditions and any product-specific supply requirements.

Return Request Window

Return requests should be submitted within 30 days of delivery unless a different timeframe is required by law, stated in a written agreement, or approved by Ribology in writing.

Requests made outside this period may be declined, especially where product condition, expiry date, storage history, chain of custody, or regulatory suitability cannot be verified.

Return Eligibility

To be considered for return, products should generally meet the following conditions:

• The product is unopened, unused, undamaged, and in its original packaging.
• All seals, labels, lot numbers, documentation, inserts, and accessories are intact.
• The product has not expired, is not near expiry, and has been stored according to the stated storage conditions.
• The product has not been exposed to contamination, biological material, unsafe handling, unsuitable temperature conditions, or unverified storage conditions.
• The return request has been approved by Ribology and an RGA number has been issued.

Non-Returnable Products

Some products may be non-returnable due to quality, safety, regulatory, storage, or chain-of-custody requirements.

• Opened reagents, buffers, consumables, columns, tubes, kits, or other laboratory-use components.
• Temperature-sensitive, cold-chain, refrigerated, frozen, or storage-controlled products where storage conditions cannot be independently verified.
• Custom, configured, made-to-order, special-order, or non-inventory products sourced specifically for the customer.
• Products with broken seals, damaged packaging, missing documentation, missing accessories, or altered labels.
• Expired products, near-expiry products, or products that cannot be returned to saleable inventory.
• Products that may have been contaminated, used in a laboratory environment, exposed to biological material, or otherwise unsuitable for resale or redistribution.

Ribology may decline any return where accepting the return could compromise product quality, compliance, safety, traceability, or storage integrity.

Change-of-Mind or Incorrectly Ordered Products

Change-of-mind returns or returns for incorrectly ordered products are accepted at Ribology’s discretion and only after prior approval.

Approved non-defective returns may be subject to a restocking fee, return shipping costs, inspection, and any costs required to assess, repackage, or return the product to saleable condition.

Nonconforming or Defective Products

If you believe a product does not meet Ribology’s stated specifications or is otherwise defective, contact Customer Care promptly with the order number, invoice number, product name, lot or batch number, photos where applicable, and a description of the issue.

Where the product is covered under warranty, Ribology will inspect or assess the product to confirm the issue. If the product is verified as nonconforming, Ribology may provide a replacement, credit, refund, or other remedy in accordance with applicable law, warranty terms, and product availability.

For in-stock replacement items, Ribology will aim to dispatch the replacement within 48 hours after verification. If Ribology requests the return of a verified nonconforming item, Ribology will cover the reasonable return shipping costs.

Damaged, Incorrect, or Missing Items

Please inspect deliveries promptly upon receipt. If goods are damaged in transit, incorrect, missing, short-shipped, or otherwise inconsistent with the order documentation, notify Ribology as soon as possible and no later than 30 days from shipment.

Please retain the original packaging, labels, shipping documents, photos of damage, and any temperature or handling evidence where relevant. This information helps Ribology assess the issue and support any carrier or supplier claim.

If Ribology is not notified within 30 days of shipment, the order may be treated as accepted and compliant with the stated specifications, without affecting warranty rights that cannot be excluded by law.

Shipping Issues and Carrier Claims

Where a shipment is delayed, lost, or not delivered as scheduled, the customer may be responsible for initiating a claim with the freight carrier, depending on the shipping arrangement and carrier process.

Ribology will provide reasonable support throughout the claims process, including relevant shipment details, order documentation, and other information reasonably available to Ribology.

Return Shipping Costs

For approved change-of-mind, incorrectly ordered, or non-defective returns, the customer is generally responsible for return shipping costs and any associated freight, insurance, handling, or restocking charges.

Where Ribology has supplied an incorrect product or the product is verified as defective or nonconforming, Ribology will cover reasonable return shipping costs where Ribology requests the product be returned.

Refunds, Credits, and Replacements

Approved returns are subject to inspection after receipt by Ribology. Depending on the circumstances, Ribology may issue a replacement, credit note, refund to the original payment method, or other agreed remedy.

Refunds or credits for approved returns will generally be processed after inspection and approval. Processing times may vary depending on payment provider, account status, product assessment, and any applicable restocking or shipping deductions.

Non-Excludable Rights

Nothing in this Returns Policy excludes, restricts, or modifies any rights, guarantees, warranties, remedies, or protections that cannot be excluded, restricted, or modified under applicable law, including any applicable Australian consumer protection laws.

Where such rights apply, this Returns Policy operates in addition to those rights and does not replace them.