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Refund Policy

Effective Date: 7 November 2025
Company: Northern Rivers Toxicology Pty Ltd (ABN 43 692 425 246)
Website: forensictoxicology.com.au
Contact: XenoLyte@forensictoxicology.com.au

Northern Rivers Toxicology Pty Ltd (“we”, “our”, “us”) values our customers and strives to ensure all products and services meet the highest standards of accuracy, reliability, and compliance. This Refund Policy outlines the circumstances under which a refund may be issued.

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1. General Principles

We comply with the Australian Consumer Law (ACL). Customers are entitled to a refund or replacement if a product or service is faulty, not as described, or fails to meet the guarantees outlined under the ACL.

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Refunds are not available for change of mind once a booking or purchase is confirmed, except as required by law or as specified below.

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2. Drug Testing Bookings

Refunds for drug test bookings may be issued under the following conditions:

  • If you cancel your booking at least 48 hours before the scheduled test, a full refund will be provided.

  • Cancellations made within 48 hours of the booking time may be non-refundable.

  • If we must cancel or reschedule your appointment for reasons within our control and you do not accept an alternate time, a full refund will be issued.

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3. Product Purchases (Including XenoLyte™)

3.1. General Product Refunds

Refunds or replacements will be offered if:

  • The product is defective, damaged in transit, or not as described; or

  • The incorrect item was sent.

To be eligible, you must notify us within 7 business days of receiving the item and provide reasonable evidence (e.g., photographs) of the issue.

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3.2. Verification Contingency for XenoLyte™

If XenoLyte™, our oral-fluid buffer fluid, does not receive Verification from an independent laboratory under AS/NZS 4760:2019 Appendix C2, all sales of XenoLyte™ will be fully refunded (excluding any unrelated third-party transaction fees or shipping already fulfilled).

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Independent verification is scheduled to occur in:

  • November 2025

  • October 2028

  • September 2031

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If Verification is not achieved at any of these intervals, customers who purchased XenoLyte™ from the affected batch(es) will be automatically contacted and refunded in full.

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4. Consultations

Refunds for booked consultations are available only if:

  • The consultation is cancelled at least 24 hours in advance, or

  • The appointment cannot be conducted due to an issue on our end (e.g., unavailability of the consultant).

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Once a consultation has been completed, no refunds can be provided for professional time rendered.

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5. Payment Processing

All payments are processed securely via Stripe Payments Australia Pty Ltd.

 

Northern Rivers Toxicology Pty Ltd does not have access to your card details.

 

Refunds will be returned via the original payment method used at purchase and may take up to 5–10 business days to appear in your account, depending on your bank or card provider.

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6. How to Request a Refund

To request a refund, please contact us via email with the following details:

  • Full name and contact information

  • Order or booking number

  • Date of purchase

  • Reason for refund request

We will acknowledge your request within 3 business days and aim to resolve all refund claims within 10 business days.

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