Refund policy

Delivery & Returns Policy

At TruForm Labs, we are committed to providing a fast, secure, and reliable delivery service for all research compound orders. Please read the information below before placing your order.

Order Processing

Orders are processed during normal business hours, Monday to Friday (excluding public holidays).
Orders placed before our daily dispatch cut-off may be shipped the same business day, subject to payment verification and stock availability.
Orders received outside business hours will be processed on the next working day.
Once your order has been dispatched, you will receive a shipping confirmation along with tracking details (where applicable).

Delivery

We use trusted courier and postal services to ensure your order arrives safely.

Delivery times are estimates only and may vary depending on your location, courier delays, weather conditions, or other circumstances outside our control.

While every effort is made to dispatch orders promptly, TruForm Labs cannot guarantee delivery dates once an order has been handed to the carrier.

Customers are responsible for ensuring the shipping address provided at checkout is accurate and complete. TruForm Labs cannot accept responsibility for delays or losses resulting from incorrect delivery information supplied by the customer.

Lost or Delayed Deliveries

If your order has not arrived within the expected delivery timeframe, please contact our customer support team with your order number.

Where appropriate, we will work with the shipping carrier to investigate delayed or missing parcels. Please note that courier investigations may take several business days to complete before a replacement or refund can be considered.

Damaged Orders

If your parcel arrives damaged, please notify us within 48 hours of delivery.

Where possible, retain the original packaging and provide photographs of both the packaging and damaged items. This allows us to assess the issue quickly and arrange an appropriate resolution.

Returns

Due to the nature of our products, we are unable to accept returns of opened or used research compounds.

Returns may only be accepted where:

The incorrect product was supplied.
The product arrived damaged.
The item has a verified manufacturing defect.
The return has been authorised by TruForm Labs.

All return requests must be submitted within 7 days of receiving your order.

Items returned without prior authorisation may not be accepted.

Refunds & Replacements

Where a return is approved, TruForm Labs may, at its discretion:

Replace the product;
Issue a store credit; or
Provide a refund to the original payment method.

Refunds are generally processed within 5–10 business days after the returned item has been received and inspected.

Original shipping charges are non-refundable unless the return is the result of an error on our part.

Research Use Only

All products supplied by TruForm Labs are sold strictly for laboratory research purposes only.

By placing an order, customers acknowledge that they understand the intended research use of these products and agree to use them only in accordance with all applicable laws and regulations.