Refund policy*

1The short version

Our products are research materials, so we don't take them back once they've been delivered correctly. If something arrives damaged, missing or wrong, tell us within 48 hours and we'll replace it or refund it. You can cancel any order for free until it's out for delivery.

2Why we don't take products back

Every product we sell is a temperature-sensitive research material. Once a vial has been handed over, we can't verify how it was stored or handled, and we can't supply it to anyone else. So we don't accept returns of products that were delivered correctly, or that have been opened, reconstituted or stored outside the conditions on the label and in our guide.

Please check your order before you send it: the product, the amount in each vial and the quantity. We repeat all of it in our confirmation text, so you get a second look before anything is final.

3Damaged, missing or wrong items

Check your order when it's handed over. If anything is damaged, missing or not what you ordered, tell us within 48 hours of delivery: reply to our text, email info@aurorasfinal.com or message us on Instagram. Send a photo of the item and its label if you can.

We'll replace the item on our next delivery to you, or refund it, whichever you prefer. If the whole order is wrong, we refund the delivery fee too.

4Cancelling an order

You can cancel an order at no cost at any time before it's out for delivery, by replying to our confirmation text or messaging us. If you've already paid, we refund everything, including the delivery fee.

Once an order is out for delivery it can't be cancelled, but section 3 still applies to anything that arrives damaged, missing or wrong.

5If we can't deliver

If we can't deliver a confirmed order, we'll offer you a new time. If that doesn't work for you, we'll refund everything you've paid for it, including the delivery fee.

6How refunds are paid

We refund the way you paid, within 7 days of agreeing the refund with you. If you paid in cash, we'll agree with you how to get it back to you.

7Questions

Email info@aurorasfinal.com or message @aurorasfinal on Instagram. Nothing in this policy limits any right you have under the law. Our terms of sale cover everything else about an order.

8Changes to this policy

We may update this policy. The version that applies to your order is the one published here when we confirm it. The date at the top of this page shows when it last changed.