returns & refunds

At My Soothe Lab, we are committed to providing you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase, and we offer a 30-day guarantee to ensure your happiness. If you are not satisfied with your purchase for any reason, please contact us at help@mysoothelab.com.

Cancellation Policy

Once an order has been placed, we are unable to cancel, as it is immediately processed for shipment.

Processing & Shipping Time

All orders require 1-5 business days for processing before they are shipped. Processing time is separate from the estimated shipping time displayed at checkout. For example, if your selected shipping method is 8-10 business days, this does not include the processing time.

Returns and Refunds

We offer a 30-day return policy for eligible items.

Condition of Returned Items

  • Items must be returned in their original condition with all accessories included.
  • Gently used items (minimal signs of use without damage) may be eligible for a return.
  • Items that have been significantly used, damaged, or misused are not eligible for a refund.

Return Process

1) Email help@mysoothelab.com within 30 days of delivery with your order number which begins with #MSL and reason for return.

2) Wait for return approval before shipping the item back.

3) Return shipping costs are the customer’s responsibility, unless the item arrived damaged.

Refund Processing

  • Once the item is received and inspected, a refund will be processed within 3-5 business days.
  • If the item is found to be damaged due to misuse or excessive wear, a restocking fee (up to 15%) may apply.
  • Shipping costs are non-refundable.

Damaged or Defective Items

If an item is damaged upon arrival:

  • Notify us within 48 hours of delivery.
  • Provide clear photos or a video of the damage.
  • Damaged packaging alone does not qualify for a damaged item refund.

Shipping and Delivery

  • All orders are shipped with tracking and updates are provided via email.
  • Customers are responsible for tracking their shipment and ensuring someone is available to receive it.
  • If an order is marked as delivered by the courier, it is considered fulfilled.

Claims of non-receipt despite confirmed delivery must be reported to us within 48 hours.

If a chargeback is filed without prior communication and verification of delivery status, it will be disputed as fraudulent.

Chargeback & Dispute Policy

By purchasing from My Soothe Lab, you agree to:

  • Contact us first before initiating a chargeback or dispute.
  • Allow 30 business days for resolution before filing a dispute.
  • Understand that unauthorized chargebacks will be disputed with full evidence, including tracking details and proof of delivery.

Failure to follow these terms may result in liability for chargeback fees, transaction costs, and product replacement fees.

Policy Updates

We reserve the right to modify this policy at any time. Customers are responsible for reviewing the latest version before making a purchase.

By completing a purchase on MySootheLab.com, you agree to these terms.