Refund & Returns Policy
Overview
At Smart MCs Pty Ltd, we are committed to supplying high-quality research products. If you experience an issue with your order, please contact us and we will work with you to resolve it promptly.
Due to the specialised nature of our products, refunds and returns are subject to the conditions below.
Returns
Products may be returned within 30 days of delivery only if:
- the product was received damaged;
- the incorrect product was supplied;
- the product contains a manufacturing defect;
- the product does not conform to its published specifications; or
- Smart MCs has authorised the return in writing.
To be eligible for a return, products must:
- be unused where possible;
- be returned in their original packaging;
- have been stored and handled according to the supplied instructions; and
- be accompanied by proof of purchase.
Please do not return products without first contacting Smart MCs for a Return Authorisation.
Non-Returnable Products
The following products are generally not eligible for return or refund:
- Custom-manufactured or made-to-order products
- Products that have been opened or used (unless defective)
- Products that have been improperly stored or handled
- Products damaged after delivery due to misuse, contamination or incorrect storage
- Clearance or sale items unless defective
Product Performance
Smart MCs products are intended for research and development use only, unless otherwise stated.
Research outcomes depend on numerous variables outside our control, including experimental design, cell lines, media, reagents, operator technique and laboratory conditions. Accordingly, Smart MCs cannot guarantee specific experimental results.
If you believe a product:
- is defective;
- arrived damaged;
- does not match its specifications; or
- fails to perform substantially in accordance with our published protocols,
please contact us as soon as possible with:
- your order number;
- batch or lot number;
- a description of the issue;
- photographs (where applicable); and
- relevant experimental details.
We will investigate the matter and, where appropriate, may provide:
- a replacement product;
- a replacement batch;
- store credit; or
- a full or partial refund.
The remedy offered will be determined by Smart MCs following investigation of the reported issue.
Damaged or Incorrect Orders
Please inspect your order immediately upon delivery.
If your shipment arrives damaged, incomplete or incorrect, please notify us within 7 days of receiving your order.
Where possible, include photographs of:
- the shipping carton;
- product packaging; and
- the affected product.
Refunds
Once your return or claim has been reviewed, we will notify you by email of the outcome.
If approved, refunds will be processed to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Shipping charges are generally non-refundable unless the return results from our error.
Exchanges
Where appropriate, Smart MCs may replace defective or damaged products with the same or an equivalent product, subject to product availability.
Shipping Returns
Returns must not be sent without prior approval from Smart MCs.
If a return is authorised, shipping instructions will be provided.
Unless the return is due to our error, the customer is responsible for return shipping costs.
For valuable shipments, we recommend using a tracked and insured shipping service, as Smart MCs cannot be responsible for items lost during return transit.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or other applicable consumer protection legislation.
Contact Us
If you have any questions regarding this Refund & Returns Policy or wish to submit a return request, please contact us on info@smartmcs.com.au