Refund policy

Returning your product because you changed your mind

We offer a 30-day return period from the date of delivery. To qualify, items must be unused, in their original condition, and all seals or protective wrapping must remain intact. Please include your contact details and order number inside the package. Once the your has been returned, we aim to process any refund due within 7 calendar days. Refunds will be credited against the original method of payment. We will refund the standard delivery charge if the full order is returned within 14 days. Should you have any queries relating to unwanted or faulty items, our customer care team can be contacted by email at customercare@thelabco.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-­refundable unless the item is considered faulty.

Returning a faulty item

If your product develops a fault within 30 days of purchase, please return the product to us for either an exchange or refund. After 30 days, we will replace the product in accordance with the terms of the Consumer Rights Act 2015. 

Cancellations

We dispatch orders quickly so it is not always possible for us to prevent a planned delivery from taking place. If we are unable to cancel your order whilst it is in transit, please refuse delivery and ask the driver to return the goods to the sender. Once the goods have arrived back into our warehouse, we aim to process any refund due within 7 calendar days.

If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order. You’ll need to contact us with notice of your cancellation. Please email us at customercare@thelabco.com or call us on +44 (0)20 3006 2260.