Returns & Refunds Policy
At The Longevity Lab, we are committed to providing high-quality products and excellent customer service. This policy is provided in accordance with Australian Consumer Law (ACL) and outlines your rights and our obligations.
Your Rights Under Australian Consumer Law
Under Australian Consumer Law, you are entitled to a repair, replacement or refund if a product:
- Is faulty or defective
- Is not of acceptable quality
- Is unsafe
- Is not as described
- Does not do what it is reasonably expected to do
If the issue is considered a major failure, you may choose a refund or replacement. If the issue is a minor failure, we will offer a repair, replacement or refund at our discretion.
These rights apply in addition to any manufacturer warranties and cannot be excluded
Change of Mind Returns
Due to the nature of our products, we do not offer refunds or exchanges for change of mind purchases, including:
- Ordering the wrong item
- Deciding you no longer want the product
- Change in personal circumstances
This includes opened, used, or partially used products.
Supplements & Health Products
For health, safety and hygiene reasons, we cannot accept returns or exchanges on:
- Opened supplements
- Used products
- Products with broken safety seals
This does not affect your rights under Australian Consumer Law if the product is faulty or not as described.
Damaged or Faulty Items
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
Once assessed, we will arrange a replacement or refund in line with ACL.
Refund Processing
Approved refunds will be processed back to the original payment method within a reasonable timeframe after assessment.
Please note:
- Shipping fees are non-refundable unless the item is faulty or incorrectly supplied
- Refund processing times may vary depending on your payment provider
Shipping Returns
If a return is approved:
- We will provide instructions on how to return the item
- Return shipping costs will be covered by us for faulty or incorrect items
- Customers are responsible for return postage for any approved non-fault returns (where applicable)
Contact Us
If you have any questions about returns or refunds, please contact our team on 08 6269 2017.
Consumer Guarantee Reminder
Nothing in this policy limits or excludes your rights under Australian Consumer Law.