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Shipping & Refund policies

SHIPPING, DELIVERY, RETURNS & REFUNDS POLICY

Bioca Laboratories

At Bioca Laboratories, we are committed to providing high-quality products, transparent service, and fair outcomes for our customers. This policy has been prepared in accordance with the Australian Consumer Law (ACL) and outlines our procedures for shipping, delivery, returns, and refunds.

1. Shipping & Delivery

Order Processing & Payment Confirmation
  • Orders are processed on business days (Monday to Friday), excluding public holidays.
  • Once your order is placed, you will receive an order confirmation email.
  • All orders are processed only after full payment has been received and confirmed, except where an approved credit account is in place.
  • Bioca Laboratories will not commence processing, packing, or dispatching any order until payment has been successfully authorised and cleared. Orders placed using Electronic Funds Transfer (EFT) will be processed once payment is received.
  • Orders placed under an approved Bioca credit account will be processed in accordance with the agreed credit terms.
Shipping Charges
  • Shipping fees vary based on your delivery location and the total value of your order.
  • As Bioca Laboratories specialises in bulk products, many items may have a higher shipping weight, which can affect shipping costs.
  • To view the exact shipping cost for your location, please click HERE during checkout or on our Shipping Information page.
  • Free shipping may be available based on order value and delivery location.
Free Shipping - Melbourne Metro Area

We offer free standard shipping for eligible orders delivered within the Melbourne Metropolitan area, subject to:

  • Orders over $500 AUD
  • Delivery address must be within eligible postcodes (e.g., 3000–3207, 3335–3338, 3800–3810, etc.)
Eligibility is determined at checkout. If unsure, contact us prior to ordering.
Stock Availability & Dispatch Timeframes
In-Stock Items

Dispatched within 1–2 business days, excluding public holidays.

Out-of-Stock Items

Temporarily out of stock items will be delivered within an estimated 7 to 14 business days. You will be notified of any delays.

Orders Containing Mixed Stock

We may either dispatch once all items are available or ship available items separately at our discretion.

Unable to Supply

If unable to supply, we will contact you promptly to offer a suitable alternative or a full refund directly to your original payment method.

Delivery Timeframes

Delivery times vary depending on your location and courier service. Bioca Laboratories is not responsible for delays caused by factors outside our control, including courier delays, weather events, or supply chain disruptions.

Delivery Issues

If your order arrives damaged, is incomplete, or does not match your order, please contact us within 48 hours of delivery and provide supporting photographs where possible.

2. Returns & Refunds

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repairs or replacements if goods fail to be of acceptable quality but do not amount to a major failure

Nothing in this policy limits your statutory rights.

Exclusions

We cannot provide refunds or replacements for:

  • Products damaged due to misuse or improper storage
  • Products used contrary to SDS or instructions
  • Products purchased for an incorrect application
  • Bulk or custom-manufactured items unless faulty
Change of Mind Returns

Due to the nature of our products (chemicals, lab materials, industrial formulations), we generally cannot accept change-of-mind returns. This is because:

  • Products may be hazardous once opened
  • Storage conditions cannot be verified
  • Regulatory and safety standards prohibit resale
We do not offer refunds if you selected incorrectly or no longer require the product. Please choose carefully.
Faulty, Damaged, or Incorrect Items

You may be eligible for a refund, replacement, or repair if:

  • The product is faulty or unsafe
  • The product arrives damaged
  • The product materially differs from description
  • The incorrect product was supplied
Return Guidelines
Return Timeframe

Must safely notify us within 7 days. Proof of purchase, photos, or batch details may be required.

Product Condition

Unopened products may be eligible for a full refund once approved. Opened/used products are not returnable unless confirmed faulty.

Shipping Costs

Original shipping fees are non-refundable. If return is due to a fault, Bioca covers postage. Otherwise, the customer is responsible.

3. Contact Us

For questions regarding shipping, delivery, returns, or refunds, please contact:

support@bioca.com.au | +61 422 239 773