Cancelling before dispatch
Contact us immediately if you want to cancel or correct an order. We will cancel an order that has not entered packing or dispatch and return any payment received. If the parcel has already been handed to the carrier, use the applicable process below.
Peptides, research compounds and BAC Water
Auren does not offer discretionary, goodwill or exchange returns after dispatch. Research compounds and bacteriostatic water that come back to us are quarantined and are not returned to saleable stock because storage conditions and chain of custody cannot be verified.
This operational rule does not remove a statutory cancellation right or a remedy for goods that are faulty, damaged, incorrect or not as described.
Distance-selling cancellation rights
If you are a consumer and the Consumer Contracts Regulations give you a cancellation right, you must tell us within 14 days beginning the day after delivery. You then have a further 14 days to send the goods back. You do not need to give a reason.
Keep every seal intact and handle the item only as you reasonably could in a shop. You may be responsible for diminished value caused by handling beyond that level. Where a particular product is supplied in a sealed package, is genuinely not suitable for return for health-protection or hygiene reasons, and is unsealed after delivery, the cancellation right ends only to the extent Regulation 28 lawfully provides. We will identify and explain any exemption relied on; a research-use label alone does not create an exemption.
Return condition and costs
For an eligible statutory cancellation, return the complete goods, unused other than reasonably necessary inspection, with original seals, labels and packaging wherever possible. You are responsible for the direct return postage cost unless the item is faulty, damaged, incorrect or misdescribed, or we agreed otherwise in writing. Use a tracked service and retain proof of posting; risk in the return remains with you until delivery to us.
Do not send any item until Auren provides the return address and reference. The registered office is a legal correspondence address and is not automatically the returns facility.
Damaged, faulty, incorrect or misdescribed goods
Contact us as soon as reasonably possible with the order number, item, packaging photographs and, for transit damage, the shipping label and outer carton. Keep the goods and packaging until we confirm the next step. Where the problem is Auren’s mistake or the goods are damaged, faulty, incorrect or misdescribed, Auren will pay reasonable return costs and provide the remedy required by law, which may include replacement, repair, price reduction or refund.
Prompt evidence helps us investigate with the carrier, but it does not shorten any remedy or time limit under the Consumer Rights Act 2015.
How to request a return
- Email support@aurenlabs.co.uk with the order number and the words “return request” or “damaged order”.
- Identify each item and state whether the request is cancellation, damage, fault, incorrect supply or misdescription.
- Attach the photographs requested above where the issue is damage or fulfilment error.
- Wait for a return reference and address. Do not post to the registered office unless instructed.
- Pack an authorised return securely, include the reference and retain tracking and proof of posting.
Refund timing and method
Refunds are made through the appropriate original payment route. For a statutory cancellation, we refund without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence of return. If no return is required, the 14 days runs from the cancellation notice. We may withhold the refund until the goods or evidence of return is received where the law permits.
Where required, the refund includes the least expensive standard delivery charge offered for the order. Any additional amount paid for an enhanced delivery service is not refunded unless the law or the reason for return requires it. Bank processing may affect when funds appear after Auren initiates the payment.
Model cancellation form
You may copy and email the following wording; use is optional:
To AUREN SUPPLIES LTD, support@aurenlabs.co.uk: I give notice that I cancel my contract for the sale of the following goods: [identify goods]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].
Statutory rights
Nothing in this policy excludes or limits rights that cannot lawfully be excluded. Consumer goods must be as described, of satisfactory quality and fit for any purpose made known to and accepted by us. If this policy conflicts with mandatory consumer law, the law takes priority.