Refund & Returns Policy
Short version: if we got it wrong, our own photograph proves it and you are covered without doing anything. If the carrier damaged it, we need to see the box opened.
We photograph every order before it is sealed
Every box is photographed open, with the vial labels and lot numbers visible, and again once sealed. That record belongs to your order. It means a wrong or missing item is settled from our side — you do not need a video, and you do not need to prove anything. Most suppliers ask you to film an unboxing because they have no record of what they packed. We do.
When we do need a video
Only for damage in transit, because that happens after our record ends. For those claims, record a continuous, unedited video that starts before the package is opened, shows the sealed box and the shipping label with the tracking number legible, and continues in one take through removing every item. That is the same standard the rest of this industry uses; the difference is how rarely we have to ask for it.
How long you have
14 days from delivery to raise a claim, twice the window most of this category allows. We answer within two business days, not two weeks.
What happens next
- Wrong or missing item: we reship the correct item immediately. We do not ask you to return the wrong one first, and in most cases we do not ask for it back at all.
- Damaged in transit: with the video, we replace it. We handle the carrier claim ourselves; that is our problem, not yours.
- Lost or stuck in transit: we open the carrier investigation and keep you posted. If it is not moving, we would rather send another than leave you waiting on an outcome neither of us controls.
- Documentation wrong: if a lot page, certificate or order line is incorrect, tell us and we fix it the same day.
What is not covered
- A change of mind. A vial that has left our storage cannot be sold again, because we cannot prove how it was kept while it was gone — so all sales are final.
- Normal variation in the appearance of lyophilized material: cake size, fragmentation and texture vary between lots and are not defects.
- Delivery to an address entered incorrectly at checkout.
- Anything to do with research outcomes or results. We supply documented material; what happens at your bench is yours.
How to raise one
Email contact@aureumpeptides.com with your order number and a sentence about what is wrong. Photographs help; the video only if it is transit damage. One email is enough — we will not ask you to file it somewhere else.