TERMS

  • All NEUTERLAB orders are processed and sent out of Australia within 48 hours after you place your order (unless the item is only available for pre-order). We ship worldwide using Australia Post and we will include tracking details in all shipments. Tax are included in the price of the item. However, customs fees are not included in the shipping cost, and it is critical to keep in mind that we are not responsible for any value-added tax or import charges in the destination country. 

    Estimated shipping times will vary depending on your location. We will do our best to ship out all orders in time. We apologise in advance for any occasional delay that are beyond our control. Please see below the rough estimates. 

    Australia and NZ standard delivery: Up to 14 business days

    Australia and NZ express delivery: Up to 5 business days

    USA, Asia, Europe and UK standard delivery: Up to 21 days

    USA, Asia, Europe and UK express delivery: Up to 9 business days

    Canada express delivery: Up to 21 business days

    Other: Up to 30 business days

    If your country or continent is not on the list or if you have any further questions regarding shipping, please contact us at info@neuterlab.com or DM us on IG @neuterlab

  • NEUTERLAB’s quality control procedures are stringent, and we ensure that our goods are defect-free. If you are dissatisfied with an order for any reason, it may be returned for a refund of the item's cost.

    Instructions and conditions:

    * A refund request must be made after 14 days from the delivery date of the merchandise.

    * We do not offer a refund on shipping fees and import duties unless we sent you the wrong item. 

    * To return an item/s, please send an email to sales@neuterlab.com with the subject line "Return + Order No." For example, “Return 202001”

    * Within two business days, we'll send you detailed return instructions via email. Please check your spam or junk mail folder if you haven’t received a response from us within 2 business days. 

    * Within 14 days of receiving the return instructions, the item being returned must be shipped with a valid tracking number. Please keep in mind that you are responsible for postage and other transportation costs of the item(s) you are returning.

    * All items must be returned with all original tags, packaging, and all additional accessories included with the order.

    * Within 5 business days of receiving the returned item(s), we will issue a refund to your original payment method.

    * If you are having difficulty receiving the refund we issued, you must contact your bank or credit card provider to enquire about their processing time.

  • We understand that unexpected circumstances can arise from time to time. You may cancel your order within five hours of placing it for any reason and receive a full refund, as long as your product has not been despatched.

  • We have the right to limit, reject, or deny orders that appear to be placed by dealers, resellers, or distributors. These limits may apply to orders placed by or on behalf of the same customer account, using the same payment card, and/or using the same billing and/or delivery addresses. If we have to amend or cancel an order, we will attempt to contact you via the e-mail and/or billing address/phone number provided at the time the transaction was placed.

  • We accept PayPal, Afterpay and a large number of credit cards and debit cards including Visa, MasterCard and American Express.

  • The Terms and Conditions of Sales are governed by and construed in accordance with the laws of Australia.