1300 445 558

Refund Policy

Last updated: October 2026

This policy applies to all products sold through the Test Australia online shop, including home mould test kits, home meth test kits, and other contamination testing products. For professional on-site assessment services, please refer to your service agreement.

Overview

Test Australia Pty Ltd (ABN 33 613 942 297) is committed to customer satisfaction. We want you to feel confident when purchasing our testing products. This Refund Policy outlines your rights under Australian Consumer Law and our procedures for returns, refunds, and exchanges.

Your Rights Under Australian Consumer Law

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

The ACCC guide to consumer rights and guarantees explains these rights in more detail.

Eligibility for Refunds

Products Eligible for Refund or Exchange

  • Mould Air Test Kit (settle plates)
  • Meth test kits (all pack sizes)
  • Any other physical testing products purchased from our shop

Change of Mind Returns

If you change your mind, you can return a product if it meets these conditions:

  • The product is unopened and in its original sealed packaging
  • The return is initiated within 30 days of the delivery date
  • Proof of purchase (order confirmation or receipt) is provided
  • The product is not damaged due to misuse or improper storage

Not Accepted as Change of Mind Returns

The following items cannot be returned or refunded:

  • Opened or used test kits (due to the consumable and sterile nature of testing materials)
  • Products with broken seals or tampered packaging
  • Change of mind returns made more than 30 days after delivery
  • Digital products, downloadable reports, or interpretation services already delivered
  • Professional on-site assessment services once the assessment has been conducted

Your consumer rights are not limited by these conditions. The sealed packaging requirement and the 30 day limit apply to change of mind returns only. They do not limit your rights under the Australian Consumer Law, including where a fault becomes apparent after a product has been opened or used.

Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged in transit, or does not match the product description, you are entitled to a full refund or replacement at no additional cost. Please contact us as soon as possible after you notice the problem and provide:

  • Your order number and contact details
  • A description of the fault or damage
  • Photographs of the damaged or faulty product

We will assess your claim and, if approved, arrange return shipping at our expense and process a full refund or send a replacement product.

How to Request a Return or Refund

To start a return, please contact us:

Please include your order number, the reason for the return, and whether you prefer a refund or exchange. We will reply with return instructions.

Return Shipping

For change of mind returns, you pay the return postage and it is not refunded. Once we receive the unopened product, we refund the price you paid for it. We recommend a tracked postage service.

For returns due to a fault, defect or error on our part, return postage is free. Once we approve your return, we will email you a prepaid return postage QR code to use at the post office, and you can choose a full refund or a replacement.

Refund Processing

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund within 3 business days. If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your financial institution.

Exchanges

If you would prefer an exchange rather than a refund (for example, a replacement kit), please indicate this when contacting us. Exchanges are subject to product availability. If the replacement product is unavailable, a full refund will be issued.

Sale Items

Sale and discounted items are eligible for refund only if the product is faulty, damaged, or not as described. Change-of-mind refunds are not available on items purchased at a discounted or promotional price.

Professional Testing Services

Refund requests for professional on-site contamination assessment services are handled separately under your service agreement. If you have a concern about a professional service you have received, please contact us directly to discuss your situation. Cancellations made more than 48 hours before a scheduled assessment may be eligible for a full refund; cancellations within 48 hours may incur a cancellation fee as outlined in your service agreement.

Refund and return questions

Can I return a test kit if I change my mind?

Yes, if the kit is unopened and in its original sealed packaging, and you start the return within 30 days of the delivery date. You pay the return postage and it is not refunded. Once we receive the unopened product, we refund the price you paid for it.

Who pays return postage for a faulty or incorrect kit?

We do. For returns due to a fault, defect or error on our part, return postage is free. Once we approve the return, we email a prepaid return postage QR code to use at the post office, and you can choose a full refund or a replacement.

Can I return an opened or used test kit?

Not as a change of mind return, because the testing materials are consumable and sterile. This does not limit your rights under the Australian Consumer Law, including where a fault becomes apparent after a product has been opened or used. Contact us with your order number and a description of the problem.

How long does a refund take once my return arrives?

Once we receive and inspect the returned product, we tell you whether your refund is approved within 3 business days. If it is approved, the refund goes to your original payment method within 5 to 10 business days, depending on your financial institution.

Can I get a refund on a sale or discounted item?

Sale and discounted items can be refunded only if the product is faulty, damaged or not as described. Change of mind refunds are not available on items bought at a discounted or promotional price. Your rights under the Australian Consumer Law still apply to every purchase.

How do I start a return or refund?

Email info@testaustralia.com.au or call 1300 445 558 with your order number, the reason for the return and whether you prefer a refund or an exchange. We will reply with return instructions. Change of mind returns must be started within 30 days of delivery.

Contact Us

If you have any questions about this Refund Policy or need assistance with a return, please contact us or use our contact page. Our Terms of Service and Privacy Policy also apply.