1. Changing your mind (consumers)

If you buy as a consumer, you can cancel your order within 14 days of the day you receive it.

Our vials are sealed for health protection and hygiene reasons. Once a vial’s seal has been broken, it cannot be returned unless it is faulty or not what you ordered (section 2).

To cancel:

1. Email support@aurum-labs.co with your order number within 14 days of delivery.
2. Send the items back within 14 days of telling us, unopened, sealed and in their original packaging.
3. You pay the return postage. We recommend a tracked service, as items lost in return post remain your responsibility.

Please keep unopened vials refrigerated at 2–8°C while you decide. We may reduce a refund if items come back in a worse condition than when they left us because they were not stored or handled properly.

We will refund the price of the returned items and the original standard delivery charge within 14 days of receiving them back.

2. Faulty, damaged or incorrect items

If an item arrives damaged, faulty, or is not what you ordered, tell us within 30 days of delivery at support@aurum-labs.co. Please include your order number and photos of the item and packaging.

We will send a replacement or give you a full refund, including delivery. If we need the item back, we will cover the cost of returning it. This applies whether or not the vial has been opened, where the fault was present on delivery.

3. Lost or late parcels

If your tracking has not updated for 5 working days, or the parcel is marked delivered but you have not received it, contact us. We will investigate with the carrier and replace or refund any parcel confirmed as lost.

4. What we cannot accept

• Vials with a broken seal, unless faulty or incorrect
• Cancellations requested more than 14 days after delivery
• Items returned without contacting us first
• Damage caused after delivery, including incorrect storage

5. Business customers

If you buy for a business, laboratory or institution, the 14-day right to cancel in section 1 does not apply. Section 2 does: report damaged, faulty or incorrect items within 14 days of delivery and we will replace or refund them.

6. How refunds are paid

Refunds are made by bank transfer to the account you paid from, whether you paid by Pay by Bank or by bank transfer. We aim to send refunds within 5 working days of approving them, and always within 14 days.

7. Contact

AURUMLABS LTD, 3rd Floor, 86-90 Paul Street, London EC2A 4NE · support@aurum-labs.co

This policy forms part of our Terms & Conditions and does not affect your statutory rights.