Refund policy

At CanLab, we stand by the quality of our products and aim to resolve any issues quickly and fairly. This policy outlines how returns, refunds, and replacements are handled for all purchases made through our website.

1. Change of Mind

We do not offer returns, exchanges, or refunds for change-of-mind purchases.
This applies to all products, including machines, consumables, and accessories.

2. Damaged or Incorrect Items

If your order arrives damaged or incorrect, you must notify us within 7 days of delivery.

Please email: canlabaus@gmail.com
Include:

Order number
Photos/videos of the issue
Description of what went wrong

We will assess the claim and arrange repair, replacement, or other appropriate remedy.

3. Faulty Machines (Warranty & ACL Claims)

3.1 Initial Assessment Required

Before returning a machine, customers must provide photos or videos showing the fault.
This allows us to diagnose the issue and determine whether a return is necessary.

3.2 Returning the Machine

If a physical inspection is required, the customer is responsible for shipping the machine back to CanLab.
If a manufacturing fault is confirmed, return shipping may be reimbursed and the machine will be repaired or replaced.

If the issue is not covered by warranty or the Australian Consumer Law (e.g., misuse, wear and tear, incorrect operation), all shipping and service costs will remain the customer’s responsibility.

4. Consumables (PET Cans, Lids & Accessories)

Consumable products can only be returned or refunded if:

They arrive damaged, or
They are defective upon opening

We do not accept returns for leftover stock, incorrect quantities ordered, or change of mind.

To report consumable issues, contact us within 7 days of delivery with supporting photos.

5. Refund Method

For approved refunds, CanLab reserves the right to choose the refund method:

Original payment method, or
Store credit, unless required otherwise by the Australian Consumer Law

Major failures under the ACL will be refunded via the original payment method.

6. Items Not Eligible for Return

The following cannot be returned or refunded:

Consumables not defective on arrival
Products damaged due to misuse, incorrect installation, or unauthorised modification
Equipment purchased more than 7 days ago where no valid warranty issue is present
Any item returned without prior authorisation
Any item showing signs of wear inconsistent with manufacturing defects

7. Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for major failures and to have goods repaired or replaced for minor issues that occur within a reasonable period.