The rules of the order desk.

By accessing this website and placing an order with Origin Labs, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree with these terms, you must not access the website or purchase any products.

All products supplied by Origin Labs are sold exclusively for laboratory research and analytical purposes.

By purchasing from Origin Labs, you acknowledge and agree that:

• Products are not for human or animal consumption
• Products are not medicines, supplements, or therapeutic goods
• Products will be used solely for legitimate research purposes
• You are qualified to handle and use research materials responsibly
• You will comply with all applicable laws and regulations relating to the handling and use of these products

While we make reasonable efforts to ensure that product descriptions and specifications are accurate, Origin Labs does not warrant that all content is complete, current, or error-free. Products are supplied strictly for research purposes and should be independently verified for suitability within your specific application.

All prices are listed in New Zealand Dollars (NZD) unless otherwise stated. Prices may be updated at any time without prior notice. All orders are subject to acceptance and availability. Origin Labs reserves the right to refuse or cancel any order at its discretion.

Origin Labs reserves the right to restrict, suspend, or block any customer account or email address at its sole discretion. This may occur for reasons including, but not limited to:

• Suspected fraudulent activity or chargebacks
• Repeated non-payment or failure to complete orders
• Abusive, threatening, or inappropriate behaviour towards staff
• Evidence of misuse of products in breach of research-use terms
• Providing false or misleading information

Important:

Restricted accounts will be unable to place new orders. Any existing store credit associated with a restricted account may be frozen. Origin Labs is not obligated to provide a reason for any account restriction and all decisions are final.

Origin Labs accepts New Zealand bank transfer, including POLi / instant online banking, as presented at checkout. No card surcharges apply.

6.1 Bank Transfer & POLi

Bank account details and the required NZD amount are provided at checkout. Orders are confirmed once payment has cleared into our New Zealand bank account. Orders that are not fully paid within the specified payment window may be cancelled automatically.

Origin Labs does not charge card surcharges and does not store your banking credentials.

6.2 Minimum Order Amount

A minimum order value of $100.00 NZD applies to all orders. Orders below this threshold cannot be submitted. This minimum is calculated on the product subtotal before shipping.

All orders are shipped using NZ Post Overnight only.

Orders are fulfilled and dispatched within New Zealand. Delivery timeframes provided by NZ Post Overnight are estimates and are not guaranteed. Origin Labs is not responsible for delays caused by the shipping carrier or circumstances beyond our control.

Shipping Rates

A flat shipping fee of $25.00 NZD applies to all orders under $100.00 NZD. Orders of $100.00 NZD or more qualify for free shipping.

Risk of loss transfers to the customer once the order is handed to the shipping carrier.

7.1 Delivery Instructions & Authority to Leave

At checkout, customers may select one of the following delivery preferences:

Do Not Leave Unattended (default): If no one is available to receive the parcel, the carrier will card the delivery and the parcel will be held at the nearest NZ Post post office for collection.

Leave in a Safe Place (Authority to Leave): The carrier is authorised to leave the parcel at the delivery address without obtaining a signature. The customer must actively opt in to this option and accept the associated disclaimer at checkout.

7.2 Signature on Delivery

Customers may opt to add Signature on Delivery at checkout for an additional fee. When selected, the carrier will require a signature from the recipient (or an authorised person at the delivery address) before releasing the parcel.

• Signature on Delivery provides proof that the parcel was received by a person at the delivery address
• Origin Labs strongly recommends Signature on Delivery for customers who are concerned about parcel security or theft
• If Signature on Delivery was not selected and the parcel is marked as delivered, Origin Labs is not obligated to investigate or provide a replacement

7.3 Lost or Missing Parcels

The following policy applies when a parcel is reported as lost or missing after dispatch:

a) Tracking shows "Delivered" and customer selected "Leave in a Safe Place"

The customer accepted full responsibility for the parcel at checkout. Origin Labs is not liable for any loss, theft, or damage after delivery. No replacement or refund will be provided. The customer's consent was recorded at the time of order.

b) Tracking shows "Delivered" and customer selected "Do Not Leave Unattended"

If the carrier left the parcel without authorisation, the customer should lodge a formal investigation with NZ Post directly, as the carrier would be at fault. Origin Labs may assist by providing dispatch records upon request but is not responsible for carrier errors.

c) Tracking shows "Delivered" and customer selected "Signature on Delivery"

If a signature was obtained and the customer disputes receiving the parcel, the matter must be raised with NZ Post. If NZ Post confirms no valid signature was obtained, Origin Labs will work with the customer toward a resolution at its discretion.

d) Tracking does not show "Delivered" (parcel lost in transit)

If tracking does not confirm delivery and the parcel appears lost in transit, the customer must report this within 14 days of the estimated delivery date. Origin Labs will lodge an investigation with NZ Post. If the carrier confirms the parcel is lost, Origin Labs will arrange a replacement or store credit at its discretion.

Due to the nature of research materials and payment processing:

• All sales are final
• Returns and refunds are not offered
• Orders cancelled due to non-payment or incomplete payment are voided without refund
• Parcels marked as delivered are not eligible for refund, replacement, or credit (see Section 7.3 for detailed lost parcel policy)
• Claims for parcels lost in transit (no delivery confirmation) must be reported within 14 days of the estimated delivery date

If a product is received damaged or incorrect, customers must contact support within 48 hours of delivery with photographic evidence. Any resolution is assessed at Origin Labs' discretion.

Store credit may be issued as a transactional balance adjustment linked to the email address used at checkout.

• Store credit is issued only after payment is confirmed
• Store credit can be applied to future orders only when the customer is signed in using the same email address
• Store credit is applied automatically at checkout (when signed in), up to the order subtotal. It cannot be redeemed for cash
• Store credit expires 12 months after the date it is issued unless otherwise required by law
• If an order is cancelled or refunded, we may adjust issued or applied store credit to reflect the correct balance

All products are provided "as is" for research purposes only. Origin Labs makes no warranties, express or implied, regarding product suitability for any specific research application. Customers assume all responsibility for proper handling, storage, and use.

To the maximum extent permitted by law, Origin Labs shall not be liable for any indirect, incidental, special, or consequential damages arising from the use or inability to use our products. In all cases, Origin Labs' total liability shall not exceed the purchase price of the product in question.

Customers are solely responsible for ensuring that their purchase, possession, and use of products comply with all applicable New Zealand laws and regulations.

Origin Labs respects your privacy. Please refer to our Privacy Policy for details on how personal information is collected, used, and protected.

Origin Labs reserves the right to modify these Terms and Conditions at any time. Updates take effect immediately upon posting to the website. Continued use of the site constitutes acceptance of the revised terms.

If a customer has a complaint or dispute relating to an order, delivery, or product, the following process applies:

1. Contact Support — Email support@originlabs.co.nz with your order number, a description of the issue, and any supporting evidence (e.g. photos, tracking screenshots). This must be done within 14 days of the delivery or estimated delivery date.
2. Investigation Period — Origin Labs will review the complaint and any relevant carrier data within 5 business days. If further information is required, the customer will be contacted.
3. Outcome — Origin Labs will communicate the outcome to the customer. Any resolution (replacement, store credit, or other) is provided at our sole discretion, subject to the policies set out in these Terms.
4. Escalation — If the customer is not satisfied with the outcome, they may escalate the matter in writing. Origin Labs will conduct a final review within 10 business days. All decisions made after this review are final.

These Terms and Conditions are governed by the laws of New Zealand, and any disputes shall be subject to the exclusive jurisdiction of the New Zealand courts.

For enquiries relating to these Terms and Conditions, please contact:

support@originlabs.co.nz