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Refund & Returns Policy

At TrueLabs, we are committed to maintaining the highest standards of product integrity, safety, and compliance. Due to the nature of our products, strict policies apply to all purchases.

1. Product Nature & Intended Use

All products sold by TrueLabs are supplied strictly for research purposes only.

Our products are classified as consumables and may require handling, mixing, or reconstitution. Once dispatched, product integrity cannot be guaranteed if returned.

2. No Returns Policy

Due to safety and contamination risks, TrueLabs does not accept returns under any circumstances.

This includes (but is not limited to):

  • Change of mind
  • Incorrect product selection
  • Opened or unopened items
  • Products that have been mixed, reconstituted, or otherwise handled

This policy ensures the safety and integrity of all products supplied to our customers.

3. No Refunds Policy

All sales are final.

TrueLabs does not offer refunds for:

  • Delivered orders
  • Orders in transit
  • Incorrect purchases made by the customer
  • Shipping delays
  • Any product once dispatched

Due to the sensitive nature of our products and the risk of tampering, refunds are not permitted.

4. Shipping Issues & Reshipment Policy

While refunds are not offered, we provide limited support for delivery issues.

Lost or Undelivered Orders

If your order has not been delivered:

  • A minimum of 14 days must pass from the shipment date
  • We will initiate an investigation with the carrier
  • If there is no confirmed delivery event or response from the carrier, TrueLabs may, at its sole discretion:

👉 Provide ONE (1) complimentary reshipment

Conditions:

  • Limited to one reshipment per order
  • No further replacements will be issued
  • Refunds will not be provided in place of reshipment

5. Incorrect Shipping Details

Customers are responsible for ensuring all shipping information is correct.

  • Orders sent to an incorrect address provided by the customer are not eligible for reshipment or refund
  • Please verify all details before completing your order

6. Carrier Responsibility

Once an order has been dispatched:

  • TrueLabs is not responsible for:
    • Shipping delays
    • Lost or stolen parcels (subject to Section 4 review)
    • Delivery issues once marked as delivered
    • Customs or import restrictions

7. Product Safety & Integrity

Due to the nature of research products:

  • Returned goods cannot be verified as safe
  • Products may be compromised by environmental exposure
  • This policy ensures all customers receive untampered, controlled products

8. Agreement to Policy

By placing an order with TrueLabs, you acknowledge and agree that:

  • All sales are final
  • No refunds or returns will be provided
  • You understand the research-only nature of the products
  • You accept all terms outlined in this policy

9. Contact Information

For shipping support or inquiries, please contact:

📧 Email: health@truelabs.me
📱 WhatsApp: +61 481 835 854