Flux Lab provides custom cosmetic and personal care formulation, product development, and contract manufacturing services. Because our work is bespoke and produced to each client's specifications, this policy differs from a standard retail refund policy. It sits alongside our Terms of Service, which govern each project.

1. Formulation & Development Fees

Fees charged for formulation development, R&D, sampling, and technical work are non-refundable once work has commenced, as they cover chemist time, raw materials, and lab resources committed to your project.

2. Deposits & Order Confirmation

Manufacturing orders require a deposit to confirm production and secure your place in our schedule. Deposits are non-refundable once:

• Raw materials or packaging have been purchased or reserved on your behalf, or

• Production planning or batching has commenced.

If you cancel before either of these occurs, we will refund your deposit less any costs already incurred.

3. Custom Manufacturing Orders

All products are manufactured to your unique formula, packaging, and specifications. As custom-made goods, completed orders are not eligible for refund or return due to change of mind.

4. Product Quality & Defects

If a batch does not conform to the agreed specification, formulation, or quality standard, please notify us in writing within 14 days of receipt with details and, where possible, samples or photos. We will investigate and, where a manufacturing fault on our part is confirmed, offer one of the following at our discretion:

• A remake of the affected batch,

• A partial or full refund for the affected units, or

• A credit toward a future order.

This does not cover issues caused by client-approved specifications, third-party ingredients or packaging supplied by the client, incorrect storage or handling after dispatch, or normal variation within accepted industry tolerances.

5. Samples & Prototypes

Fees for prototype or pre-production samples are non-refundable, as they reflect the time and materials used to develop them for your review.

6. Cancellations

Cancellation requests must be made in writing. Where cancellation occurs before materials are committed or production has started, any recoverable funds will be refunded. Once production is underway, costs incurred to that point (materials, labour, packaging) will be deducted from any refund.

7. Your Rights Under Australian Consumer Law

Nothing in this policy limits any rights you have under the Australian Consumer Law that cannot be excluded by agreement. Where our goods or services fail to meet a consumer guarantee that applies, you may be entitled to a remedy under that law.

8. How to Request a Refund

Contact us at lab@fluxlab.com.au with your order or project reference, a description of the issue, and any supporting documentation. We aim to respond within 5 business days.