Credit and Replacement Policy

Last updated: 25/07/2022

Vepalabs has one of the most generous and flexible credit and replacement terms in the industry. To help us maintain this position it is important that you notify us of any requirement for credits, returns or replacements as soon as possible.

1.    Expiring stock

1.1 Claim Form Required

To claim replacements for expiring stock, a claim form must be submitted.         

1.2 Submission Deadline

Claim forms must be submitted at least 28 days before the stock's expiry date.

1.3 Re-claiming

Stock that has been provided as replacement stock for a previous claim, cannot beclaimed again.

1.4 Partial Packs

Certain items can only be replaced as full packs. If you’re claiming a partial pack of strips, tests, reagent, or other consumable item, we will replace it with a new full pack where applicable and provide your ‘claimed stock’ by discounting the new pack by the appropriate amount.

1.5 Short dated exceptions

Some stock, for example EPOC cards, are manufactured with short expiry dates. Vepa works with customers to manage this. Please don't over-order short dated items and have them expire on your shelves. It is your responsibility to rotate your stock and check expiry dates when ordering and when your order arrives. Contact us if you don't think you'll use them in time. We have options while the stock is still in date. We have no options once its expired. When you contact us, or submit your form, we may ask you to hold the stock until it expires, incase you get the opportunity to use some of it. But rest assured the date of your contact is recorded so you'll be eligible for replacements of all stock you don't use.

2. Failed test or confirmation test consumables

2.1 Claim Form Required

To claim replacements for failed stock, a claim form must be submitted. 

2.2 Contact us for help first

Troubleshooting with Vepa must take place before an excessive number of consumables are wasted. For clarity - we can often help you prevent further failures or wastage, but only if you call us. Claims for several failed tests when Vepa wasn't given the opportunity to help cannot be accepted.

2.3 Confirmation tests

Items used to confirm questionable results can only be claimed if Vepa was involved in the troubleshooting process AND the items were deemed to be at fault. As per 2.2 above, Vepa must be given the opportunity to help.

2.4 Partial Packs

Certain items can only be replaced as full packs. If you’re claiming a partial pack of strips, tests, reagent, or other consumable item, we will replace it with a new full pack where applicable and provide your ‘claimed stock’ by discounting the new pack by the appropriate amount.

2.5 Exceptions.

We accept that sometimes urgency prevents proper contact with Vepa and a thorough troubleshooting process. Some claims may still be accepted after the event when contact with Vepa wasn't made. Please email jack@vepalabs.com.au with details before submitting a claim form.

3.    Stock damaged on arrival

3.1 Claim Form Required

To claim replacements for damaged stock, a claim form must be submitted. 

3.2 Submission Deadline

Claim forms must be submitted within 7 days of the damaged order being recieved.

3.3 Evidence of Damage

Please take photos of damage, including damage to packaging. Claim forms may not be processed without photographic evidence, especially in regards to leaking liquid reagents, crushed or fractured items, or other courier mishandling damage.

3.4. Warm stock

Before claiming replacements for cold stock that arrived warm, please contact Vepa. Some items are not expected to arrive cold and the temperature requirements are for long term storage, not short term transportation. Vepa will determine which items need replacing, and advise you to submit a claim form if appropriate.

4.    Ordered accidentally / Changed mind.

4.1  Claim Form Required

To claim replacements for mis-ordered stock, a claim form must be submitted. 

4.2 Submission deadline

Claim forms must be submitted within 7 days of the incorrect order being placed.

4.3 Items to be returned in saleable condition

If you accidentally order items, we will credit you upon their return to Vepa – unopened , undamaged and refrigerated where required. In the case of cold stock, please ship with ice-bricks, just as you received it. We may need to run Quality Control checks to ensure it has not been compromised. The cost of this will be deducted from the claim.

4.4 Return shipping responsiblity

Shipping costs incurred in the return of unwanted stock are the customer's responsibility. Vepa can help organise the return and pass on any costs. Or you can arrange your own return shipping. Contact Vepa for delivery details.

5. Summary for purposes of Clarity.

At Vepa we're very proud of our customer-centric approach to these scenarios. We will ALWAYS try to help you avoid costs and frustration. The key message is that you need to contact us early so that we have time to organise solutions before stock expires or is wasted.  If the phone is busy when you call, leave a clear, detailed voicemail and we'll respond as soon as we can. 

As always, it’s important to contact us so that we can work out a solution for you.

Click here to go back to our resources page.