Returns Policy

Returns and Refunds

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Due to the storage requirements of our products we do not offer returns or refunds for products. The reason is that we cannot guarantee that you have maintained the storage requirements of the product. All product must be stored between 2-25 degrees to work optimally. If not stored correctly the drug test lines in the tests can become faint or faulty. We are unable to accept product back because we cannot resell it. 

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If you have been shipped an incorrect product you must notify us within 7 days of receipt so we can organise collection and return of the item to us. The item must be in new condition, unopened and unused. Please call us on 1300 667 107 to discuss your order.

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We warrant all product to work as expected up to the expiry date on the package. Product will continue to work as expected past the expiry date as long as it is stored correctly per the instructions. 

Should you have an issues with the functionality of your product please take a photo of the defect immediately and email it to info@onsitediagnostics.com.au  
 

Please provide the following information in your email:

- your invoice number

- the name of the product

- describe the issue you are having

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When using a saliva test most 'faults' are due to insufficient saliva collection (usually rushing to get the test done). With sufficient saliva all of our tests will work. If you do not collect enough saliva at first then proceed with the same test and just collect more saliva from the donor. If you repeatedly get tests that do not work please make sure you are collecting enough saliva. Some donors have a very dry mouth and it can take longer than expected. 
 

Please call our customer service centre on 1300 667 107 should you have any issues and we can usually resolve the issue over the phone.

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