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