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Returns Policy

All Returns must be authorised by following the "Returns Procedure". We have a strict refund policy, so choose carefully. Authorised returns will result in a replacement product or refund.

We offer a return policy on products that are classified as following:-

  • "Damaged in Transit"
  • "Incorrectly Shipped"
  • "Unopened Product"
  • "Faulty Product"

Otherwise due to the health risks from tampering all products are considered to be sold on a "No Return Basis".

We will not accept any opened product for return unless the product is returnable under the express terms of this Returns Policy, a manufacturer's warranty or other contract or statute.

Examples of conditions under which we would accept opened product are:-

  • "Damaged in Transit" product.
  • Product which develops a fault due to a cause occurring prior to purchase.
  • Product that could be considered to be of un-merchantable quality.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Details of our "No Return Basis", "Damaged in Transit" and "Incorrectly Shipped" policies are provided below. Unless otherwise specified, the rights and benefits set out in this Returns Policy are additional to all conditions, warranties, guarantees, rights, remedies and other terms expressed or any manufacturer's warranty. Details of our manufacturer's warranty returns policy are set out below.

Nothing in this Returns Policy excludes, or purports to exclude, any warranties or conditions expressed or implied by the Trade Practices Act 1974 (Cwlth) or any other applicable legislation, that cannot be (or have not been) excluded by agreement. This Returns Policy must be read subject to such warranties and conditions, and all references in this Returns Policy to "statute" refer to statutory provisions that cannot be (or have not been) excluded by agreement. Key-Sun Laboratories Pty Ltd (ABN 73 080 150 312) HEREBY DISCLAIMS ALL OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

This Returns Policy forms part of, and is to be read in conjunction with, Key-Sun Laboratories Pty Ltd Terms and Conditions of Sale .

Key-Sun Laboratories Pty Ltd may, at its discretion , revise any part of this Returns Policy from time to time without notice. Prices and availability are subject to change without notice. Typographical, product description, pricing, images and other errors are subject to correction, even after orders and/or payment are accepted.

Key-Sun Laboratories Pty Ltd does not guarantee product compatibility. Under certain circumstances, products will not be eligible for return, and not all products that are eligible for return are to be returned to Key-Sun Laboratories Pty Ltd. Carefully review all return policies (below) before making your purchase. Shipping charges may apply and are not refundable, except as otherwise provided under this Returns Policy, manufacturer's warranty or other contract or statute.

If you still have questions after reading our Returns Policy, please do not hesitate to contact our Customer Service Staff on Toll Free 1800 791 381 (within Australia) and +61 2 02 9999 3585 (Outside Australia), or via email to customerservice@keysun.com.au.

Return Procedure

All goods to be returned, whether defective or not, will need to be supplied with the following information, (which will be on your packing slip or invoice).

  • Name and contact details of original purchaser.
  • Our reference number
  • Name of product to be returned
  • Date on packing slip or invoice
  • Reason for return
  • Your name and contact details.

It is the customer's responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. If such proof of purchase is not provided, we may only be able to offer a replacement product, and not a refund. The product-shipping carton should be addressed to the following address (unless otherwise directed):

Key-Sun Laboratories Pty Ltd, 16 Jubilee Avenue, Warriewood, NSW 2102, AUSTRALIA

For "Damaged in Transit" or "Incorrectly Shipped" product, Key-Sun Laboratories Pty Ltd will arrange for the product to be picked up for return. The method might vary depending on the product. For all other returns, subject to any rights the customer might have, manufacturer's warranty or otherwise under contract or statute, the customer is responsible for all costs associated with return of the product to Key-Sun Laboratories Pty Ltd and Key-Sun Laboratories Pty Ltd will not pay or reimburse any associated costs.

Key-Sun Laboratories Pty Ltd recommends that products returned by post be sent by registered or certified mail. Key-Sun Laboratories Pty Ltd accepts no responsibility for loss or damage occurring in transit on return to Key-Sun Laboratories Pty Ltd.

If a product is not "Damaged in Transit" or otherwise returnable under this Returns Policy, and is not returned to us in the original packaging, it may be returned to you at your cost.

Some products may need to be returned to the manufacturer for testing. If your product is not in full working condition or any defects or damage can be shown to have been caused after you took receipt of the product, it will be returned to you and you will be invoiced for the freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Unless stated otherwise under this Returns Policy, any manufacturer's warranty or other contract or statute, Key-Sun Laboratories Pty Ltd reserves the right to refuse any returns that:

  • are incomplete or missing parts; or
  • are not returned in their original packaging,
  • show signs of physical damage to the product or its packaging.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Damaged in Transit Product

In the event that you receive a product that appears to have been "Damaged in Transit" - that is, damaged in transit from Key-Sun Laboratories Pty Ltd to you - you should:

  • refuse to accept delivery of the product,
  • direct the courier to "Return goods to sender" and
  • notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately on

Toll Free 1800 791 381 (within Australia) and +61 02 9999 3585 (Outside Australia), or via email to customerservice@keysun.com.au. If possible, you should package and address the product for return in accordance with the above procedures (see Return Procedure ). To minimize processing time and potential difficulties in proving the cause of damage, we recommend that all "Damaged in Transit Products" be returned to Key-Sun Laboratories Pty Ltd within 7 days of purchase.

If it is reasonably determined by Key-Sun Laboratories Pty Ltd that the product has not been damaged in transit, it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

For products which are determined by Key-Sun Laboratories Pty Ltd to be damaged in transit, a refund will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Incorrectly Shipped Product

In the event that you receive a product that is different to the one ordered ("Incorrectly Shipped Product"), you should notify our Customer Service staff immediately upon receipt of the product, providing a brief description of the problem, together with your contact details..

If possible, you should package and address the product for return in accordance with the above procedures (see Return Procedure ).

For all "Incorrectly Shipped Products", a refund will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you, once the returned product has been received by Key-Sun Laboratories Pty Ltd.

If it is found by Key-Sun Laboratories Pty Ltd that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Unopened Product

Except for product sold on a "No Return Basis" as detailed below, under exceptional circumstances Key-Sun Laboratories Pty Ltd can offer a 7-day return policy for product in its original, unopened and undamaged packaging. Accepting this type of return is completely at the discretion of Key-Sun Laboratories Pty Ltd .

You must contact our Customer Service staff on Toll Free 1800 791 381 (within Australia) and +61 02 9999 3585 (Outside Australia), or via email to customerservice@keysun.com.au within 7 days of shipping of the product; otherwise, we cannot authorise a return.

You will need to package and address the product for return in accordance with the above procedures (see Return Procedure).

You will need to arrange for return delivery of the product to the address listed in the above procedures. Key-Sun Laboratories Pty Ltd will not pay nor reimburse any costs associated with a customer-organized shipment of "Unopened Product".

For products which are found to be in their original, unopened and undamaged packaging, a refund will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.

If it is found by Key-Sun Laboratories Pty Ltd that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Faulty Product

In the event that the product you have received is faulty on receipt or develops a fault through defective product manufacture or design, you may be able to return it under the "Damaged in Transit Product" procedure above. Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

No Return Basis

The term "No Return Basis" means that, unless the product is "Damaged in Transit", "Incorrectly Shipped" or otherwise returnable under the Returns Policy or other contract or statute, the product may not be accepted for return.

Examples of products sold on a "No Return Basis" include:

  • Change of mind
  • Discovering a cheaper price elsewhere on the marketplace.
  • Product listed on the packing slip or invoice as "No Return".

Examples of conditions under which we would accept "No Return Basis" product are:

  • "Damaged in Transit" product.
  • Product that could reasonably be considered to be of un-merchantable quality.

Please note that events such as willful damage, misuse, unauthorized repair or tampering with a product may prevent a product being accepted for return.

Refunds Policy

We have a strict Return Policy so choose carefully. Authorised returns will result in a replacement product or refund.

The only exclusions to this refund policy is for goods not yet shipped where it becomes apparent that despite the product being advertised on the Pretorius site, product supply may be delayed, or is not available for sale.

Processing Refunds

A refund will normally be issued within 7 days of us receiving the goods returned in accordance with this Returns Policy, with the exception of goods that are not obviously faulty and may require testing.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a refund is appropriate.

The refund may be in the form of a refund cheque or replacement product. In some circumstances, we may elect that a replacement product is sufficient remedy instead of a refund. This election will be at our sole discretion, but will only occur after consultation with you and in accordance with relevant warranties, other contracts and statutes. If we elect to have a product replaced, we will do this at our cost and return the product (or its replacement) to you promptly.