Returns and Refunds Policy

Pillar Research supplies investigational research compounds for in vitro laboratory use. Because of the regulated nature of these products, our returns and refunds policy is structured around reshipment for eligible consignment issues. We do not accept returns of dispatched product, and we do not provide monetary refunds for orders that have been dispatched, except in the limited circumstances set out below. This policy operates alongside your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot be excluded under that Act.

Reshipment is the sole resolution for the following eligible issues: • Damaged consignment — outer packaging or vial damage on arrival • Missing items — items listed on your invoice but not present in the consignment • Incorrect items — items different from those on your invoice • Lost in transit — tracking confirms parcel did not arrive within 10 business days of dispatch To qualify, the issue must be reported within the timeframes set out in section 4.

Email us at the address published on our Contact page with the following: • Your order number • Your name and shipping address as provided at checkout • Photographs of the outer packaging, inner packaging, and the contents (for damaged or incorrect consignments) • A description of the issue • Tracking history screenshot (for lost-in-transit claims) We acknowledge all claims within 2 business days and aim to resolve them within 5 business days.

Claims must be lodged within the following timeframes: • Damaged or incorrect consignment — within 48 hours of delivery • Missing items from a delivered consignment — within 48 hours of delivery • Lost in transit — within 10 business days of the dispatch date confirmed in your tracking email Claims lodged outside these timeframes may not be eligible for reshipment.

Where a claim is approved, we reship the affected items at our cost using express tracked shipping. Reshipment is dispatched same-day where the claim is approved before 2pm AEST and stock is available, or the next business day otherwise. We do not offer monetary refunds in lieu of reshipment, except in the circumstances set out in section 7.

The following are not eligible for reshipment or refund: • Change of mind after dispatch • Customer-supplied incorrect shipping address resulting in non-delivery • Failed delivery attempts where the customer was unavailable, the parcel was returned to sender, and re-dispatch postage has not been paid • Compound performance in the customer's research workflow (we provide independently verified material; downstream experimental outcomes are outside our control) • Claims lodged outside the timeframes in section 4 • Claims relating to use of the compound outside the Research Use Only framework

We will issue a monetary refund only in the following circumstances: • Order cancelled by us prior to dispatch — full refund within 10 business days • Stock cannot be supplied within 14 business days of order — option to cancel for full refund • Regulatory change resulting in cessation of supply prior to dispatch — full refund within 10 business days Refunds are issued via the original payment method.

If you have a concern with an order, we ask that you contact us first. We aim to resolve all issues directly and quickly. Initiating a payment dispute or chargeback through your bank or card issuer without first contacting us, or where we have already arranged a reshipment, may be considered a breach of our terms. We reserve the right to refuse future supply to customers who initiate unwarranted chargebacks.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. Where the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced. Our Returns and Refunds Policy operates in addition to and does not affect any rights you have under the Australian Consumer Law.

For all returns and refunds enquiries, contact us at the email address published on our Contact page. Acknowledged within 2 business days.