Last updated: 9 August 2026

We do not accept returns

Aura Labs supplies controlled-condition laboratory materials. Once a vial leaves our custody we cannot verify how it has been stored, transported or handled, and material whose chain of custody is broken cannot be re-released to another buyer. For that reason we do not accept returns or exchanges, and we do not offer change-of-mind refunds.

This is the same discipline that makes the certificate on your vial meaningful. A batch we could not vouch for would undermine every other batch we release.

Problems with your shipment

If something is wrong with what arrived, contact us and we will review it individually. We consider claims where:

• the shipment arrived damaged
• you received a different item or strength than you ordered
• an item was missing from the order
• the material does not conform to the certificate published for its batch

Every claim is reviewed on a one-to-one basis. There is no automatic entitlement to a refund or replacement; outcomes depend on the evidence provided and the circumstances of the shipment. Where a claim is upheld we will, at our discretion, replace the item or issue a refund.

How to raise a claim

Email info@goauralabs.com within 7 days of delivery with your order number, the batch number printed on the vial, and photographs of the item and its packaging. Claims raised after 7 days, or without supporting photographs, may not be able to be assessed.

Please keep the item and all packaging until the claim is resolved. Do not discard anything before contacting us.

Lost or undelivered shipments

If tracking shows a package as delivered but you have not received it, contact the carrier first, then let us know. Packages lost because of an incorrect or undeliverable address supplied at checkout are not covered.

Cancellations

Orders can be cancelled at no cost at any point before the invoice is paid. Once payment has cleared and the order has entered fulfilment it cannot be cancelled.

Research use only. Not for human or veterinary use. Not a drug, food or cosmetic.