Compensation for a batch below specification

Your rights come first

Nothing on this page limits your rights under the Australian Consumer Law. Those rights cannot be excluded, and this policy does not attempt to exclude them. What follows is offered in addition to them: a stated formula, published in advance, so that if a batch falls short you know what you are entitled to without having to argue for it.

Why a batch can be tested after it reaches you

Batches are tested by an independent laboratory. That testing takes time — across the batches we have records for, a median of fifteen days from manufacture to result, and sometimes considerably longer. Because stock moves quickly, a batch can reach you before its certificate is published.

When that happens, the batch page for your order says that testing is still outstanding rather than showing figures we do not yet have. When the result arrives it is published there, and if it falls short of the specification below we contact you — you do not have to be watching for it.

Purity

Compounds are sold as meeting 98% purity unless the catalogue states otherwise for that compound. A few are sold at a lower stated purity, which is printed on the listing; for those, the stated figure is the standard and is what compensation is measured against.

If a batch tests below its standard, compensation is 20% of the price you paid for each percentage point below it.

• A compound sold at 98% that tests at 97% is one point short: 20% of what you paid.
• A compound listed at 94% that tests at 94% has met its specification, and no compensation arises.

Content

If a unit contains less than the mass on the label, compensation is the same percentage as the shortfall. A vial sold as 10mg that tests at 9mg is 10% short, and 10% of what you paid for it is returned.

Measured content above the labelled mass is common and is not a defect; no charge is ever made for it.

Both at once

Purity and content are assessed separately and both can apply to the same batch. Combined compensation is capped at the full price paid for the affected units — beyond that it stops being compensation and becomes a refund, which is dealt with under your consumer rights rather than under this policy.

Blends

A blend is reported by the laboratory as several figures in one result, and matching them to the components is not something we will do automatically where the answer decides what you are owed. Blends are assessed by a person, against the same standards.

How it is paid

Compensation is paid as a refund to the payment address used for the order, or as credit against a future order, whichever you prefer. We calculate it, tell you the figure and the result it is based on, and link the laboratory’s own certificate so you can check it.

If you think a batch is wrong

Email support@ventralabs.health with your order reference and the batch number. Every batch page shows the certificate it was released against; see quality and documentation for what is recorded and terms of supply for the rest.