Returns & Refunds Policy

At My Soothe Lab, we are committed to providing high-quality products and reliable customer support. We offer a 30-day satisfaction guarantee, allowing you to evaluate the product and determine whether it is right for you. If you decide it is not a good fit, you may request a return within 30 days of delivery, subject to the terms below.

For assistance, please contact help@mysoothelab.com.

Cancellation Policy

Once an order has been placed, it cannot be canceled, as orders are processed immediately for fulfillment.

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 showing minimal signs of use without damage may be eligible.
  • Items that are significantly used, damaged, altered, or misused are not eligible for a refund.

Product Experience Disclaimer

Comfort, firmness preference, and perceived relief vary by individual. Discomfort, lack of perceived benefit, or personal preference does not indicate a defective product and does not qualify as damage or malfunction.

Return Process

  1. Email help@mysoothelab.com within 30 days of delivery with your order number (starting with #MSL) and reason for return.
  2. Wait for return approval before shipping any item back.
  3. Return shipping costs are the customer’s responsibility.

A full refund requires the item to be returned and received in acceptable condition. Refunds are not issued without a return unless explicitly approved by My Soothe Lab.

Goodwill Resolutions

In rare cases, My Soothe Lab may offer a goodwill adjustment at its sole discretion. Such adjustments are not guaranteed, are not available upon request, and do not represent an admission of defect, misrepresentation, or product failure.

Refused Deliveries

  • Orders refused upon delivery are not automatically returned and are not eligible for a refund.
  • If you no longer wish to receive your order, please accept delivery and contact help@mysoothelab.com to arrange a proper return.
  • Refused or unclaimed parcels may be discarded by the carrier and cannot be retrieved once rejected.

Refund Processing

  • Once a return is received and inspected, a refund will be initiated within 3–5 business days.
  • Refund timing depends on your bank or card issuer.
  • If an item is damaged due to misuse or excessive wear, a restocking fee of up to 15% may apply.
  • Shipping costs are non-refundable.

Damaged or Defective Items

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

Shipping and Delivery

  • All orders are shipped with tracking, and updates are sent via email.
  • Customers are responsible for monitoring tracking and ensuring delivery access.
  • If an order is marked as delivered by the carrier, it is considered fulfilled.

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

Chargebacks & Disputes

  • Customers must contact us first before initiating a chargeback or dispute.
  • Allow up to 30 business days for resolution before filing a dispute.
  • Unauthorized chargebacks will be fully disputed with tracking and delivery evidence.

While a chargeback or dispute is open, refunds cannot be issued outside the dispute process. If a chargeback is resolved in our favor, no additional refund can be issued.

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

Policy Updates

We reserve the right to modify this policy at any time. Customers are responsible for reviewing the most current version prior to purchase.

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