Request help
Email admin@eastcoastlabs.com.au with your order reference, which item it is and what’s wrong. Photos help, especially for damage or a wrong item. Hang on to the packaging, and check with us before sending anything back so we can tell you how to return it.
Your rights
Your Australian Consumer Law guarantees still apply. Nothing in our policies takes away your right to a remedy for goods that don’t meet them. Asking you to report a problem promptly doesn’t put a time limit on those rights.
What the remedy is depends on the problem and the law. The ACCC guidance on repair, replacement and refunds explains the options.
Cancellations and other requests
Need to change or cancel? Email us as early as you can and say whether you’ve already paid. We’ll check where the order is up to and tell you what we can do. If you’ve changed your mind, talk to us before sending anything back.
Product documentation concerns
If a certificate or specification doesn’t look right, send us the product name, size and batch details. Keep the item while we go through the records with you.