Return & Refund Policy

Our Purity Guarantee

At Aura Peptides UAE, we stand behind the quality of every product we ship. Our quality assurance process includes batch-specific HPLC testing, mass spectrometry identity confirmation, and cold-chain storage from receipt to delivery. We are committed to providing research-grade compounds that meet the highest standards of purity and integrity.

Eligible Returns

Due to the sensitive nature of research chemicals and strict cold-chain requirements, we maintain specific return eligibility criteria to protect the integrity of our products and your research:

We Accept Returns For:

• Damaged products: Vials received broken, cracked, or with compromised seals
• Incorrect products: Wrong compound or dosage shipped
• Quality defects: Products that do not match the stated specifications on the Certificate of Analysis (e.g., purity below stated level, incorrect molecular weight on MS)
• Missing items: Products listed on your order but not received in the shipment
• Compromised packaging: Evidence of temperature excursion during transit (where temperature indicators are included)

We Cannot Accept Returns For:

• Change of mind: Research compounds cannot be returned simply because you no longer need them
• Opened/reconstituted products: Once a vial has been reconstituted or its seal broken, it cannot be returned due to contamination and integrity concerns
• Improper storage by customer: Products that have been stored outside recommended conditions (2-8C refrigeration) after delivery
• Results-based claims: We do not guarantee specific research outcomes, as results depend on experimental conditions, protocols, and proper handling
• Orders older than 48 hours: Claims must be submitted within 48 hours of delivery

How to Request a Return or Refund

1. Contact us within 48 hours of receiving your order via WhatsApp (+971 56 562 8081) or email (info@aurapeptides.ae)
2. Provide the following information:
   • Your order number
   • Clear photographs of the product and packaging showing the issue
   • A description of the problem
   • The batch/lot number from the vial label (if visible)
3. Our team will review your claim within 24 hours and respond with next steps
4. If approved: We will arrange either a replacement shipment or a refund, based on your preference and product availability

Refund Process

• Approved refunds are processed within 5-7 business days
• COD orders: Refunds for cash-on-delivery orders will be processed via bank transfer to your provided account details
• Partial refunds: If only part of an order is affected, we will refund or replace only the affected items
• Shipping costs: Original shipping costs are refunded only in cases where the entire order is defective or incorrect. For partial returns, shipping is non-refundable
• Replacement priority: Where possible, we prioritize sending replacement products rather than refunds, to minimize disruption to your research timeline

Quality Dispute Resolution

If you believe a product does not meet the stated purity or identity specifications:

1. Contact us with your order number and a description of the concern
2. We will provide the batch-specific Certificate of Analysis (CoA) including HPLC chromatogram and MS data
3. If you have had the product independently tested, provide the third-party lab results for comparison
4. Our quality team will review both datasets and determine appropriate resolution
5. If our product is confirmed to be below specification, we will replace it and cover any reasonable third-party testing costs you incurred

Damaged During Shipping

All Aura Peptides shipments are packaged with protective materials to minimize transit damage. If your package arrives damaged:

• Photograph the outer packaging and inner contents before disturbing them
• Note any visible damage to vials (cracks, broken seals, leaked liquid)
• Contact us immediately via WhatsApp with the photographs
• Do not attempt to use damaged or compromised products
• We will ship a replacement within 24-48 hours of confirming the damage

Contact for Returns