Returns & Refund Policy

We’re committed to delivering the best experience. If something isn’t quite right with your order, we are here to help. Below is everything you need to know about our refund and return process.

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Damages and Order Issues

If you have received a damaged product or an item different from what you ordered, please notify us within 5 days of delivery at support@ehplabs.com.au.

Please include photo evidence of the issue. Once confirmed, we will either:

• Replace the damaged or incorrect item; or
• Issue a store credit for the purchase price if a replacement isn’t available.

Note: To be eligible for a return of an incorrect item, the product must be unopened, unused, with safety seals intact and in its original packaging. A receipt or proof of purchase is required.

Exceptions & Non-Returnable Items

Please choose carefully. To ensure the safety of our customers and the quality of our products, the following items and scenarios are not eligible for return or refund:

• Apparel: All apparel sales are final unless the item is deemed faulty. We do not accept returns or exchanges for incorrect sizing, so please ensure you review the size guide carefully before placing your order.
• Opened or Used Products: Any product with broken safety seals or signs of use.
• Taste & Texture: Returns based on personal flavor or texture preferences.
• Sale Items: Clearance items, gift cards, and loyalty point redemptions.
• Customer Error: Incorrect items selected at checkout or incorrect shipping addresses provided.
• Change of Mind: We generally do not accept returns for change of mind.

If you are unsure whether your item is eligible, please contact us at support@ehplabs.com.au.

Exchanges

We do not offer direct exchanges. If you would like a different item, please complete the return process (if eligible) and place a new order separately.

Refunds

If your refund is approved (based on photo evidence and review), it will be processed back to your original payment method within 10 business days.

Please allow extra time for your bank or credit card provider to process the refund. If more than 15 business days have passed since your refund was approved, please contact us.