# Refund policy

# Return & Refund Policy

**Last updated:** 09/21/2025

This policy applies to purchases made on **purelabcare.com** only. If you purchased Purelab Care products from another retailer, please contact that retailer directly.

## 1) Return Window

You may request a return within **30 days** of the delivery date.

## 2) Eligibility

To be eligible, items must be:

- In the **same condition** you received them— **unused, unopened, and in original packaging** (including safety seals, boxes, inserts, and any gifts-with-purchase).
- Accompanied by a **receipt or proof of purchase** (order number).

> For hygiene and safety, we cannot accept **opened or used** skincare items unless the return is approved due to confirmed damage, defect, or fulfillment error.

**Non-returnable items:**

- **Opened or used** personal care products (unless defective/wrong item)
- **Final sale** or **promotional** items marked “non-returnable”
- **Gift cards** and **e-gift cards**
- Hazardous materials or flammable liquids (not typically sold by us)

## 3) Start a Return

Email **help@purelabcare.com** with your **order number**, the **item(s)** you wish to return, and the **reason**.

We’ll reply with next steps and the return address:

**Return Address:**

Purelab Care

2110 Ranch Road 620 S

Unit 341772

Austin, TX 78734

> Items sent back **without** prior authorization may be refused.

## 4) Return Shipping & Labels

- **Domestic (same country as our warehouse):** If your return is approved, we’ll provide a **prepaid label** for eligible claims (defect, damage, or fulfillment error). For change-of-mind returns that meet eligibility, return shipping may be **deducted** from your refund unless prohibited by law.
- **International:** Return shipping is the customer’s responsibility unless required by local law. Customs duties and original shipping fees are **non-refundable**.

Please package returns securely. We are not responsible for returns lost or damaged in transit.

## 5) Damages, Defects & Wrong Items

Please **inspect your order upon delivery**. If an item arrives **damaged, defective, or incorrect**, contact us at **help@purelabcare.com** within **7 days** of delivery with your order number and clear photos of:

- The product and defect/damage,
- The shipping box (inside and outside), and
- The packing slip.

We’ll arrange a **replacement** or **refund** once verified.

## 6) Exchanges

The fastest way to get what you want is to submit a return (if approved) and place a **new order**. We’ll process the return under this policy.

## 7) Refunds

Once we receive and inspect your return, we’ll email you to confirm **approval** or **denial**:

- If **approved**, refunds are issued to your **original payment method** within **10 business days**.
- Your bank or card issuer may take additional time to post the refund.
- **Original shipping fees, duties, and taxes** are non-refundable unless required by law.

If **more than 15 business days** have passed since your refund approval notice, contact **help@purelabcare.com**.

## 8) EU/UK Right of Withdrawal (Cooling-Off)

If your order ships to the **European Union or United Kingdom**, you have the right to cancel your order **within 14 days** of delivery **for any reason**. To exercise this right, notify us at **help@purelabcare.com** within 14 days. Items must be returned **unused, unopened, and in original packaging** with proof of purchase. We’ll issue a refund after receiving the goods (you are responsible for return shipping unless local law requires otherwise).

## 9) Allergy or Sensitivity Concerns

If you experience a reaction, please stop use immediately and email **help@purelabcare.com** with:

- Your order number,
- The product name, and
- A brief description/photos of the reaction.

We’ll review on a **case-by-case** basis and advise next steps.

## 10) Retail Partners & Events

Products purchased through retail partners, pop-ups, or third-party marketplaces must be returned according to their policies.

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**Questions?** We’re here to help: **help@purelabcare.com**