Returns made
clear.

01

Policy overview

Because research materials require controlled handling, storage, documentation, and traceability, returns are limited to unopened and unused items that satisfy the conditions below. A request is not automatically approved merely because it has been submitted.

Every request is assessed against the product condition, delivery date, order record, and stated reason. All Aurelia Peptide products are intended solely for laboratory research use.

02

Eligible returns

An item may be considered for return only if the request is received within 30 days of delivery and all applicable conditions are met.

• The product is unopened, unused, and in original sealed packaging.
• The tamper-evident seal, label, and packaging remain intact.
• The item has been stored and handled appropriately after delivery.
• The original order number and billing email can be verified.
• The returned item matches the item recorded in the original order.
• You have written return approval from Aurelia Peptide before shipping.

03

Non-returnable products

To protect integrity and traceability, the following are not eligible for return:

04

Damaged, defective, missing, or incorrect orders

Inspect your delivery promptly. Contact Aurelia Peptide within 7 days of delivery if an item is damaged, leaking, missing, defective, incorrect, compromised, or if the shipment quantity does not match your order.

For a timely review, send your full name, order number, checkout email, product name, a clear description, and photographs of the shipping box, product, packaging, and shipping label when relevant.

After review, we may offer a replacement, partial refund, full refund, or another appropriate resolution based on the facts and available inventory.

05

How to request a return

1. 1Email support@aureliapeptide.com with the subject line Return Request — Order #[Your Order Number].
2. 2Include your name, order number, checkout email, product name and quantity, reason for the request, delivery date, and supporting photos when applicable.
3. 3Wait for written approval and instructions before sending any product to us.

06

Return authorisation

When a return is approved, our team will provide the approved return address, return reference or authorisation number where applicable, packaging instructions, shipping instructions, and the deadline for dispatching the approved return.

Approval may expire if the item is not sent within the stated timeframe. Do not use an address found online unless it has been confirmed in writing by our support team.

07

Packaging an approved return

Approved returns must be securely packed to minimise damage during transport.

• Keep the product sealed and use original protective packaging where possible.
• Place the item in a sturdy outer box with sufficient internal padding.
• Do not attach a shipping label directly to product packaging.
• Include the approved return reference as instructed.
• Use a trackable service and retain both tracking and proof of postage.

Aurelia Peptide is not responsible for customer returns lost, delayed, damaged, or misdirected before they reach the approved destination.

08

Return shipping costs

Customers are generally responsible for approved return shipping costs. We may cover or reimburse reasonable return shipping where the return results from our verified error, including an incorrect item, verified defect, confirmed missing item, or product damaged on arrival.

Original shipping, expedited delivery, carrier, and delivery fees are normally non-refundable unless the issue resulted from an Aurelia Peptide error. Do not use cash-on-delivery, postage-due, or any method requiring payment upon receipt.

09

Inspection of returned products

Every returned item is inspected after receipt. We may verify that the product is unopened and unused, the seal and packaging are intact, the item matches the original order, the return arrived within its approved timeframe, and the item satisfies the stated eligibility conditions.

A refund, replacement, or store credit may be reduced or declined if the product does not meet the approved return conditions.

10

Refund processing

Approved refunds are normally issued to the original payment method. Following receipt and inspection of an approved return, please allow approximately 5–10 business days for the credit to be processed. Banks and payment providers may take additional time to display it.

The refund amount may exclude original or expedited shipping, return shipping, carrier fees, discounts or promotions that no longer apply, and products that fail inspection or were not included in the approved request.

11

Replacements and store credit

Depending on the circumstances, we may offer a replacement, partial refund, full refund, or store credit. The resolution depends on inventory, product condition, the reason for the request, claim review, and the return inspection.

Replacement products remain subject to the same research-use-only, storage, handling, and site-policy requirements as the original order.

12

Order cancellations

Contact support as quickly as possible if you wish to cancel. A cancellation can only be considered before the order enters processing or fulfilment. Once an order is packed, assigned tracking, transferred to a carrier, or shipped, a cancellation cannot be guaranteed.

If an order has shipped, normal return eligibility applies after delivery.

13

Order changes

Contact us immediately to request a change to a shipping address, product, quantity, contact detail, or other order information. We cannot guarantee changes after processing or fulfilment begins. Aurelia Peptide is not responsible for delivery problems caused by inaccurate information submitted at checkout.

14

Refused and undeliverable packages

Packages returned because of an incomplete or incorrect address, refusal, failure to collect, carrier-access issues, repeated delivery attempts, or invalid recipient details may incur additional costs.

Where a parcel returns to us, an approved refund may be reduced by original shipping, return-to-sender charges, carrier fees, handling costs, or reshipping costs. Additional shipping charges may apply before resending an undeliverable order.

15

Missing or stolen packages

If tracking records a delivery but the package cannot be found, first check the delivery location, household members, neighbours, reception or building management, mailrooms, lockers, carrier updates, and any delivery photograph.

Contact support promptly if it still cannot be located. We may assist with a carrier investigation, but a replacement or reimbursement cannot be guaranteed where the carrier confirms delivery to the address submitted with the order.

16

Delayed shipments

Shipping and delivery estimates are not guarantees. Carrier delays, weather, holidays, peak volume, address issues, payment verification, fraud-prevention review, operational disruption, and other events outside reasonable control may affect delivery time.

A delay alone does not automatically create a right to cancellation, replacement, or refund. Please contact support if tracking has not updated for an extended period.

17

Promotional orders

For a promotion, bundle, discount, free item, or similar offer, an approved refund may be adjusted to reflect the original promotion terms. We may require all promotional items to be returned for a full refund. If only part of a promotional order is returned, the remaining items may be recalculated at their regular selling price.

18

Chargebacks and payment disputes

Please contact Aurelia Peptide before opening a payment dispute. We will make a reasonable effort to review concerns involving orders, delivery, returns, and refunds.

We may restrict future purchases or account access where there is evidence of fraudulent disputes, repeated policy misuse, false claims, altered evidence, product substitution, or breach of research-use-only requirements.

19

Research-use-only notice

All Aurelia Peptide products are intended exclusively for qualified laboratory research use. They are not intended for human or veterinary consumption, injection, ingestion, topical application, personal use, diagnosis, treatment, therapeutic use, clinical use, or medical use.

We do not provide medical, veterinary, dosing, administration, treatment, or personal-use recommendations. Purchasers are responsible for lawful purchase, storage, handling, and use under applicable laws, institutional requirements, laboratory procedures, and safety practices.

20

Age and purchaser eligibility

Customers must be at least 21 years old to purchase from Aurelia Peptide. By placing an order, you confirm that you are authorised to purchase research materials, understand their research-only status, have appropriate knowledge and facilities, and will use them only for lawful laboratory research.

We may cancel or refuse an order if purchaser eligibility or research-use-only requirements cannot be confirmed.

21

Policy abuse and fraud prevention

We may reject a return, refund, replacement, store credit, or account request involving fraudulent claims, false information, altered photos or evidence, product substitution, excessive return requests, chargeback abuse, attempts to return opened products as unopened, items purchased elsewhere, or violations of these research-use-only requirements.

Additional identity, order, delivery, or product verification may be requested before a claim is approved.

22

Changes to this policy

Aurelia Peptide may update this policy from time to time. Changes take effect when the revised policy is published. The version in effect on the order date generally applies to that order, unless a change is required by applicable law, payment-provider requirements, or operational necessity.

Review this page before placing an order so you understand the current process.

23

Contact us

For help with a return, damaged order, incorrect item, missing item, cancellation, or refund, email support@aureliapeptide.com. Include your order number and the email address used during checkout.