Last updated: 6 August 2026
1. Scope and statutory rights
This policy will apply to products purchased directly from Auren once live checkout is enabled. It sits alongside, and does not reduce, your rights under applicable UK consumer law.
Auren is currently pre-launch and not yet incorporated. The legal operator and return address will be published before live orders are accepted.
2. Consumer right to cancel
If you buy as a consumer, you will normally have 14 days from the day after you, or a person you nominate, receives the goods to cancel without giving a reason. For goods delivered in separate instalments, the period normally runs from receipt of the final item.
To cancel, send a clear statement to info@aurenlabs.com before the cancellation period ends. Include your name, order number, the goods concerned, the date received and a statement that you wish to cancel.
3. Sealed and storage-sensitive goods
Some statutory cancellation exceptions can apply, including to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, and to goods liable to deteriorate or expire rapidly. Whether an exception applies depends on the product and circumstances.
We do not use a blanket “no returns” rule. Any applicable exception will be made clear before purchase. An exception to change-of-mind cancellation does not remove your rights if goods are faulty, damaged or misdescribed.
4. Returning goods
Contact info@aurenlabs.com before sending anything back so we can confirm the correct return instructions and address. After cancellation, eligible goods must be returned without undue delay and normally within 14 days of telling us you are cancelling.
You are responsible for the direct return cost for a change-of-mind cancellation unless we agree otherwise. Use suitable protective packaging and obtain proof of posting. We will meet reasonable return costs for goods confirmed as faulty, damaged or incorrect.
5. Refund timing and deductions
For an eligible cancellation, we will refund the price paid and the least expensive standard outbound delivery charge offered for the order. Any extra amount paid for an enhanced delivery service is not normally refundable.
Refunds will be made to the original payment method without a fee, normally within 14 days after we receive the returned goods or, if earlier, receive evidence that they were sent back. We may reduce a refund to reflect loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.
6. Faulty, damaged or incorrect goods
Goods must be as described, of satisfactory quality and fit for any purpose that forms part of the contract. If an item is faulty, damaged in transit or not what you ordered, email info@aurenlabs.com promptly with your order number and photographs where reasonably possible.
Consumers may have a 30-day short-term right to reject qualifying faulty goods, followed by other repair, replacement, price-reduction or refund rights depending on the circumstances. Nothing in this policy limits those rights.
7. Business customers
If you purchase wholly or mainly for business purposes, consumer cooling-off rights may not apply. Any business return will be governed by the agreed order terms, without affecting rights that cannot lawfully be excluded.
8. Model cancellation wording
You may copy and email the following wording; using it is optional:
To Auren Labs: I give notice that I cancel my contract for the sale of the following goods: [goods]. Ordered on / received on: [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].