Shipping, return & warranty policy


Items are shipped from our warehouse on the day of payment. Arrival should be within 2-5 business days (depending on the location and delivery method). Delivery cost could change depending on the volume, location and your choice of delivery. All costs are in Australian dollars.

Order Tracking

Your order will be delivered by Australian Post via Express Post or TNT Couriers (unless otherwise specified). Once the order has been shipped, tracking details are available should your item go missing.

Changing Your Shipping Address

We know you want your order fast so our team at the warehouse aims to process and pack your order as quickly as possible. This means that if you need to make changes to your shipping address, we can only do so if it hasn’t left the warehouse.


If no one is present to accept delivery, your purchase will be taken to your local Post Office and a notification card will be left.
Please ensure you collect your purchase within 4-5 business days, as after that they will return to us and have to be re ordered.

Returning / Exchanging Your Purchase

We will provide you with a refund or exchange where the goods are faulty or damaged due to manufacturing or material defects and we shall pay the postage (to and from) for the return.
We are happy to offer you a full refund, or exchange of your purchase as long it is returned within 7 days of receiving, providing the goods are unused, unmarked and returned in its original condition and original packaging, with the original receipt of purchase. We reserve the right to decline the refund or to charge restocking fee if the goods or packaging material are damaged, marked or used.

If your order is incomplete upon receipt, please advise us within 14 days from the delivery date.

If goods are returned due to customer’s order mistake or change of mind, a restocking fee will be incurred according to the order value of the goods:
– order value under $1,000- 15% of total sales value of goods or minimum restocking fee of $30 whichever is higher
– order value above $1,000- 10% of total sales value of goods

Goods must be returned within 7 days of receiving, providing the goods are unused, unmarked and returned in its original condition and original packaging, with the original receipt of purchase. Postage in this case is not refundable and return postage must be prepaid by customer.

All return goods must be delivered to: *

AIS Australian Instrument Services Pty Ltd
Unit 1&2, 21 Stud Road

*AIS Australian Instrument Services Pty Ltd recommends sending return parcels via registered post or courier as we are not liable if your return is not received.


The refund will be made in the same way as you originally paid and will be processed against the original credit cardholder details. Please be advised, when we have received your purchase back, you should receive your refund in 3-5 days ( it can take longer depending upon your bank).

Limited Warranty

We provided limited warranty for our products and free repair for product within the warranty period and terms (please refer to the warranty period and terms on the corresponding products on the brochure or website). Damage resulting from misuse, abuse, unauthorized alteration or repair are not covered. Consumables are not covered.
Customers are required to pay the freight to and from our warehouse or deliver/ pick up the product to our warehouse.

All Motic microscopes are under warranty for 5 years on mechanical, optical, electronic and electrical parts, against any material and workmanship defects, from the date of purchase (valid proof of purchase is required). If the product is proved to be defective in material or workmanship under the cover of this warranty, AIS will offer to repair or replace at its own discretion. Cost of labour or parts for the repair will be covered. Any failure or damage resulting from misuse, abuse, unauthorised alterations or repair are not covered. Software and consumables as bulbs and fuses are not covered. Any cost incurred in the return of goods to AIS will be paid by the customer.

AIS reserves the final decision to amend or interpret the warranty terms without further notification.