contact@edenlab.com.au
1800 133 336
Eden Lab Pty Ltd (“Eden Lab”, “we”, “us” or “our”) supplies laboratory equipment,
accessories, consumables, and related products to customers in Australia and New Zealand.
Eden Lab Pty Ltd
ABN 18 596 106 289
Unit 4/153–155 Rooks Road, Vermont VIC 3133, Australia
Phone: 1800 133 336
Email: contact@edenlab.com.au
Website: www.edenlab.com.au
Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot
lawfully be excluded, including rights under the Australian Consumer Law and, where applicable,
the New Zealand Consumer Guarantees Act 1993.
Change-of-Mind Refunds
Eden Lab may accept a change-of-mind refund request made within fourteen (14) days after
delivery, subject to prior written approval by Eden Lab and compliance with Eden Lab’s Return Policy.
Approved change-of-mind refunds may be subject to a restocking and handling fee of up to 20%
of the purchase price. Eden Lab may also deduct reasonable costs incurred for return freight,
collection, inspection, cleaning, decontamination verification, repackaging, repair of
customer-caused damage, or restoring the goods to a saleable condition.
Original shipping, freight, delivery, customs, import, installation, commissioning, calibration,
validation, training, travel, labour, and other service-related charges are non-refundable,
except where required by law or agreed by Eden Lab in writing.
Refund Eligibility
A change-of-mind refund may be approved only where:
- Eden Lab has approved the return in writing and issued a Return Merchandise Authorisation (RMA).
- The goods are unused, unopened, uninstalled, undamaged, free from contamination, and in a saleable condition.
- The goods are returned in their original packaging with all accessories, manuals, certificates, labels, and documentation included.
- Any security seals, tamper seals, sterile packaging, and product labels remain intact.
- The goods are returned within the timeframe stated in Eden Lab’s written return approval.
Non-Refundable Products and Charges
Unless required by law or agreed by Eden Lab in writing, change-of-mind refunds are not available for:
- Custom-made, configured, made-to-order, specially sourced, supplier-direct, or imported-to-order products.
- Products ordered specifically for a customer, laboratory, site, application, voltage, configuration, or specification.
- Products that have been installed, commissioned, calibrated, validated, modified, used, or incorporated into another system.
- Consumables, reagents, test kits, sterile products, PPE, filters, chemicals, or products with a limited shelf life.
- Temperature-sensitive, cold-chain, hazardous, dangerous-goods, controlled, or safety-sealed products once dispatched, opened, or where storage conditions, tamper seals, chain of custody, or product integrity cannot be verified.
- Software, digital licences, downloadable products, activated products, or products with registration keys.
- Clearance, discontinued, demonstration, used, refurbished, or ex-display products where this was disclosed before purchase.
- Goods that are contaminated, potentially contaminated, unsafe to handle, or unable to be safely resold.
These exclusions do not affect rights that cannot be excluded under applicable law.
Faulty, Damaged or Incorrect Items
If goods are faulty, damaged, incorrectly supplied, incomplete, or do not match the order,
customers should contact Eden Lab in writing as soon as reasonably possible after delivery.
Where required under applicable law, Eden Lab will provide an appropriate remedy. Depending on
the circumstances, this may include a repair, replacement, refund, cancellation, or another remedy.
If goods are unsafe, customers must stop using them immediately and contact Eden Lab for instructions.
Refund Processing
Approved refunds are generally processed within ten (10) business days after Eden Lab has
received and inspected the returned goods, or otherwise confirmed the applicable remedy.
Refunds will be made to the original payment method where possible.
Any approved credit, refund, or deduction will be calculated in accordance with applicable law
and the terms notified to the customer in the return approval.
New Zealand Customers
For orders supplied to New Zealand, the New Zealand Consumer Guarantees Act 1993 may apply where required by law.
Where goods are acquired for business purposes, Eden Lab may contract out of the Consumer
Guarantees Act 1993 only to the extent permitted by New Zealand law and where an applicable
written agreement expressly provides for this.
Contact Us
Eden Lab Pty Ltd
ABN 18 596 106 289
Unit 4/153–155 Rooks Road, Vermont VIC 3133, Australia
Phone: 1800 133 336
Email: contact@edenlab.com.au
Website: www.edenlab.com.au