Shipping & Returns
Information about Retra Labs order processing, delivery, tracking, damaged items and returns.
Order Processing
We aim to process orders as quickly as possible once payment has been received. Processing times may vary during busy periods, weekends, public holidays or where additional order checks are required.
Once an order has been processed, it may not be possible to make changes or cancel the order before dispatch.
Delivery
Retra Labs ships orders to the delivery address provided at checkout. Customers are responsible for ensuring that all delivery details are accurate before completing their order.
Delivery times may vary depending on the selected delivery service, location, courier delays, weekends, public holidays and other factors outside our control.
Tracking Information
Where tracking is available, tracking details will be provided after dispatch. Please allow time for tracking information to update once the courier has received the parcel.
Damaged, Missing or Incorrect Orders
If your order arrives damaged, incomplete or incorrect, please contact us as soon as possible with your order number and clear photos of the packaging and items received.
We may require this information to review the issue and raise a claim with the courier or supplier where appropriate.
Returns
Return eligibility may depend on the product type, condition and whether the item has been opened, used, handled or removed from its original packaging.
For hygiene, safety and product integrity reasons, certain items may not be eligible for return once opened or handled after delivery.
If you wish to request a return, please contact us before sending anything back. Items returned without prior approval may not be accepted.
Non-Returnable Items
Certain products may be excluded from return for hygiene, safety, sealed goods or product integrity reasons. This may include products that have been opened, used, handled, damaged after delivery or are no longer in their original condition.
This does not affect your statutory rights where goods are faulty, damaged or not as described.
Refunds
If a return or refund is approved, we will confirm the next steps by email. Refunds are usually processed back to the original payment method.
Processing times may vary depending on your payment provider or bank.
Important Product Information
Products sold by Retra Labs are supplied for their stated intended use only. Customers should always read the product description, intended-use information and any relevant product notes before ordering.
Where a product is marked for research use, it is not supplied for human or animal consumption, medical use, diagnosis, treatment or prevention of disease.
Need Help With an Order?
If you need help with delivery, returns or an existing order, please contact us and include your order number where possible.