1. Scope and pre-launch status

This policy applies to orders placed through the Auren Labs website once live checkout is enabled. Auren Labs is currently a UK-based, pre-incorporation business and this storefront remains in pre-launch. Adding an item to the prototype basket does not create an order.

The legal operator name, geographical service address and any registration details will be published before Auren accepts live orders.

2. Processing and dispatch

Our intended dispatch commitment is within 1–2 working days after an order is accepted and cleared payment is received. Working days are Monday to Friday, excluding UK bank holidays.

If an item is unavailable or we cannot meet that dispatch window, we will contact you using the details supplied with the order and explain the available options, including cancellation and a refund where appropriate.

3. Delivery services, costs and estimates

Available delivery services, charges and estimated delivery times will be shown at checkout before payment. Delivery estimates begin after dispatch and are not guaranteed unless a service is expressly described as guaranteed.

Please check the delivery address before ordering. Customers are responsible for providing a complete and accurate address and for following any carrier collection or redelivery instructions.

4. Tracking and receipt

Where tracking is included, the tracking reference will be sent after dispatch. On receipt, inspect the outer packaging and contents promptly. Follow the product-specific storage information shown on the product page and supplied with the item.

Protective packaging is intended to support normal delivery conditions. Unless a delivery service expressly states otherwise, it should not be treated as a validated temperature-controlled or uninterrupted cold-chain service.

5. Delayed, lost or damaged parcels

If tracking has not updated, a parcel appears lost, or the goods arrive damaged, contact info@aurenlabs.com with your order number and supporting photographs where available. We may need to complete the carrier's investigation before confirming the appropriate remedy.

This process does not limit any statutory rights you may have for goods that are faulty, damaged, misdescribed or not delivered.

6. Delivery restrictions

We may decline or cancel an order where supplying or delivering the goods would be unlawful, unsafe, unavailable through our carriers or inconsistent with the research-only conditions of sale. The destinations we serve will be shown at checkout; international delivery should not be assumed unless it is expressly offered there.

7. Contact

For a delivery question, email info@aurenlabs.com. Include your order number where one has been issued.