Refund policy

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Returns & Refunds Policy

Last updated: September 8, 2025 · Applies to Australia-wide orders

We follow the Australian Consumer Law (ACL). Nothing in this policy excludes your consumer guarantees.

1. Overview

We want you to be confident when ordering from Drug Test Australia. If there’s a problem with your order, we’re here to help. Please read the conditions below and contact us if you have any questions.

2. Change-of-Mind Returns

  • Accepted at our discretion for unopened, unused, saleable items returned within 14 days of delivery.
  • Items must be in original packaging with all seals/tamper labels intact.
  • Return shipping for change-of-mind is at the buyer’s cost.
  • A restocking fee may apply to cover inspection, repacking and admin.

3. Items Not Eligible for Change-of-Mind Return

  • Drug test kits and other temperature-sensitive/perishable items (except where faulty under the ACL).
  • Opened packages, items with broken hygiene seals, or products exposed to contamination.
  • Custom/special orders and clearance items marked “final sale”.

4. Faulty, Damaged or Incorrect Items

  • Damaged/short delivered on arrival: Please email sales@drugtestaustralia.com.au within 2 business days with your order number and photos.
  • Faulty items: We’ll assess and provide a remedy under the ACL (repair, replacement or refund). For drug test kits, we may request evidence of correct storage/handling per the manufacturer insert.
  • Incorrect item received: We’ll provide a prepaid return label or alternative solution and send the correct item.

5. How to Start a Return

  1. Email sales@drugtestaustralia.com.au with your order number, item(s), reason, and photos (if applicable).
  2. We’ll reply with an RMA (Return Authorisation) and return instructions (including the correct return address).
  3. Pack items securely. Returns sent without an RMA may be delayed.

6. Refunds & Credits

  • After inspection, approved refunds are processed to your original payment method (or store credit if you choose).
  • For approved trade accounts that paid on invoice, we issue a credit note to the account.
  • Shipping fees are non-refundable except where required by law or where we sent the wrong/defective item.
  • Processing time: please allow 3–5 business days after we receive your return, plus your bank’s clearing time.

7. Return Shipping Costs

  • Change-of-mind: buyer pays return shipping.
  • Faulty/incorrect on our part: we provide a prepaid label or reimburse reasonable return costs as agreed in writing.

8. Proof of Purchase

Please provide your order number, invoice, or other proof of purchase with every return request.

9. Temperature-Sensitive Products

Some products must be stored within specified temperature/humidity ranges. Please receive promptly on delivery and store as per the manufacturer’s instructions. We may request storage evidence (e.g., datalogger/records) to assess warranty claims for these items.

10. Exchanges

Exchanges depend on stock availability. Where an exchange is not possible, we’ll process a refund or store credit in line with this policy.

11. Questions

We’re here to help: sales@drugtestaustralia.com.au · (02) 4964 5520

Read together with our Terms & Conditions, Shipping Policy and Privacy Policy.