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 it.
Returns and Refunds
We offer a 30-day return policy for items. Items must be returned in their original condition. Gently used items, defined as items with minimal signs of use without significant wear or damage, may also be returned within this period if they are in good condition. However, we do not issue refunds for items that have been significantly used, worn, or damaged due to misuse or excessive use.
To initiate a return, please email us at help@mysoothelab.com within 30 days of delivery and provide your order number, reason for the return, and photos or a video showing the product’s condition. All returns must be approved by our team before shipping the product back. Customers are responsible for return shipping costs. However, if the item was received damaged, we may provide a prepaid return shipping label upon request. To qualify for this, customers must notify us within 48 hours of delivery and provide clear photos or a video of the damage.
Please note: If upon inspection the returned item is found to be undamaged or the damage was due to misuse, the cost of the return label will be deducted from the refund amount.
We do not reimburse shipping costs. If the item is found to be significantly used, damaged, or missing parts, we reserve the right to decline the refund or deduct an appropriate restocking fee (up to 15%).
Damaged Items
We consider an item damaged if it has a defect or is physically broken upon receipt. Customers must notify us within 48 hours of delivery, providing clear photos or a video of the damage. Damaged packaging alone does not qualify the product as damaged.
Shipping and Delivery
While we strive to deliver your order promptly, we are not responsible for delays or issues outside our control, such as courier delays, customs processing, or unforeseen events. Tracking information is provided with every shipment for your convenience. If you encounter delivery problems, please contact the courier directly for assistance. My Soothe Lab cannot be held liable for lost, stolen, or delayed packages once they have been handed over to the courier.
Fraud Prevention
To protect against fraudulent activity, we verify billing and shipping addresses to ensure they match the information on file with the payment processor. We monitor transactions for suspicious activity and may request additional information to verify orders. If fraud is suspected, we reserve the right to cancel the transaction and notify the customer.