Our return policy gives you 15 days after delivery to request a return of unopened products. Here’s what qualifies, how to start a return and when you’ll be refunded.
Return policy eligibility
- Request your return within 15 days of delivery.
- Items must be unopened, unused and in their original sealed packaging, with proof of purchase.
- Because skincare is a personal-care product, opened or used items can’t be returned for hygiene reasons.
- Sale items and gift cards are final sale.
How to start a return
Email info@skincarelab.ca with your order number and the items you’d like to return. We’ll approve the request and send you the return address and instructions. Please don’t ship anything back without approval — unapproved parcels can’t be accepted. Return shipping is paid by the customer.
Damaged, wrong or incomplete orders
Inspect your parcel on arrival and contact us within 48 hours with your order number and a photo of the issue. We’ll send a replacement or a refund right away — in most cases there’s no need to return the damaged item.
Refunds
Once your return is received and inspected, we’ll confirm approval by email. Approved refunds go back to your original payment method within 10 business days and include your original shipping cost. Your bank may take a few extra days to post it. If you haven’t seen your refund 15 business days after approval, contact info@skincarelab.ca.
Exchanges
The fastest way to exchange is to return the eligible item for a refund and place a new order for the product you want — the replacement ships right away instead of waiting for the return to arrive.
EU 14-day cooling-off period
Customers in the European Union may return unused items within 14 days of delivery for any reason, in their original condition with proof of purchase.
See also our Shipping Policy and FAQ.