1. Overview

All sales on auralux-usa.com are considered final unless the specific conditions outlined in this policy are met. Because our products are perishable, temperature-sensitive, and intended for controlled laboratory environments, we are unable to accept general returns or exchanges once an order has shipped.

Refund and cancellation requests that fall within the eligible criteria below will be reviewed and processed within 2–3 business days of submission.

2. Eligible Refunds

Auralux will issue a full refund under the following circumstances, provided the request is submitted within 14 days of the confirmed delivery date:

• Wrong Item Received: You received a product that does not match your order confirmation
• Product Arrived Damaged: The vial, packaging, or cold-chain integrity was visibly compromised upon delivery
• Defective Product: The seal was broken, the vial was cracked, or the product showed signs of contamination prior to use
• Order Not Delivered: Your order was confirmed as lost by the carrier and was never delivered

Refund requests submitted after the 14-day window will not be considered under any circumstances. We strongly encourage all customers to inspect their order immediately upon receipt.

3. Non-Refundable Items

The following are explicitly excluded from refund eligibility:

• Opened or Used Vials: Once a vial seal has been broken, the product cannot be returned or refunded under any circumstances
• Improper Storage: Products that were not refrigerated between 2°C–8°C upon receipt are ineligible for refund
• Incorrect Product Selection: Orders placed for the wrong product, dose, or quantity due to customer error
• Change of Mind: Buyer’s remorse or accidental purchases are not eligible for refund once an order has shipped
• Delayed Requests: Refund requests submitted more than 14 days after confirmed delivery
• Customs Seizure: International orders seized by customs or regulatory authorities

4. How to Request a Refund

To initiate a refund request, email hello@auralux-usa.com with the subject line “Refund Request – [Your Order Number]” and include the following:

• Your full name and the email address used at checkout
• Your order number
• A clear description of the issue
• Photographs of the product, vial, and outer packaging (required for damage or defect claims)
• Photograph of the shipping label (required for wrong item claims)

Refund requests submitted without the required documentation may be delayed or denied. We reserve the right to request additional information before approving any refund.

Response Time

All refund requests are reviewed within 2–3 business days of receipt. You will receive written confirmation of approval or denial via email.

5. Refund Timeline

Upon approval, refunds are processed as follows:

• Credit / Debit Card: 5–10 business days to appear on your statement, depending on your card issuer
• ACH / Bank Transfer: 3–7 business days
• Other Payment Methods: Timeline varies; you will be notified at the time of approval

Shipping costs are non-refundable in all cases. If your refund is approved, the original shipping charge will be deducted from the refund amount unless the error was caused by Auralux.

6. Damaged in Transit

If your order arrived damaged due to carrier mishandling, please take the following steps immediately:

• Do not discard the outer packaging, inner packaging, or any packing materials
• Photograph the outer box, inner packaging, and damaged product before opening or disturbing anything further
• Email hello@auralux-usa.com with photos and your order number within 48 hours of delivery

Damage claims submitted after 48 hours of confirmed delivery may not be eligible for a refund or replacement, as carrier claim windows are time-sensitive. Auralux will file the carrier claim on your behalf once documentation is received.

7. Order Cancellations

Orders may be cancelled only if they have not yet been fulfilled or shipped. Once an order has entered the fulfillment process, it cannot be cancelled.

How to Cancel an Order

To request an order cancellation, email hello@auralux-usa.com with your order number as soon as possible. Orders are typically fulfilled within 1–2 business hours of placement during business hours. Cancellation requests submitted after fulfillment has begun will not be accommodated.

Cancellation Refunds

Approved cancellations receive a full refund to the original payment method within 3–5 business days. If your order has already shipped at the time of your cancellation request, you must follow the standard refund process outlined in Section 2.

8. Exchanges

We do not offer direct product exchanges. If you received the wrong item or a defective product, we will issue a full refund and you may place a new order at your discretion. This policy exists to maintain the research integrity and chain-of-custody standards required for laboratory-grade peptides.

9. Contact Us

For all refund, cancellation, or order inquiries, please contact our support team:

• Email: hello@auralux-usa.com
• Response Time: 1–2 business days
• Business Hours: Monday–Friday, 9:00 AM–5:00 PM PT
• Location: La Jolla, California, USA

Please include your order number and a detailed description of your issue in all correspondence to ensure the fastest possible resolution.