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
Please note that any changes or cancellations to an order must be made before your item(s) have been shipped. After this timeframe, we may not be able to accommodate your request as the order will have already been processed and shipped.
Returns and Refunds
We offer a 30-day return policy for items. We understand that you may need to try a product to determine if it meets your needs. Therefore, items that have been gently used and are still in good condition can also be returned within this period. However, we do not issue refunds for items that have been significantly used, worn, or damaged through 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 and reason for the return. All returns must be approved by our team before shipping the product back to us. Please include your order number and shipping name in your return package to help us quickly process your return. Customers are responsible for return shipping costs, unless the item was damaged upon receipt. We do not reimburse shipping costs.
Upon receipt of your return, it may take up to 3 business days for us to inspect your item(s). After we confirm that all returned items are in good condition, please allow up to 2 business days from the date we confirm your refund to process. If you do not receive your refund after we have confirmed it has been processed and successfully refunded, please contact your financial institution.
All refunds are processed in U.S. Dollar ($USD), the same as the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
Damaged Items
We take great care in packaging our products to prevent damage during shipping. We consider an item damaged if it has a defect or if the product is physically broken. Damaged packaging that occurred during shipping such as dented boxes, etc. with a product in good condition is not considered damage.
If your item arrives damaged, please let us know within 48 hours of delivery. To report a damaged item, please email us at help@mysoothelab.com and include a clear photo of the damage. We will determine if you are eligible for a replacement at no cost to you. We do not refund, replace, nor accept returns for items damaged through normal use, wear and tear, or misuse.
Shipping and Delivery
While we strive to deliver your order in a timely manner, we cannot be held responsible for any shipping or delivery delays that are outside of our control, including those caused by the courier, customs, or other factors and issues that may occur during shipping. If you experience any problems with your delivery, please contact the courier directly for assistance. We are not responsible for any lost, stolen, or delayed packages.
Fraud Prevention
To protect against fraudulent activity, we verify all billing and shipping addresses to ensure they match the information on file with the payment processor. We also monitor all transactions for suspicious activity and may request additional information from the customer to verify the transaction. If we suspect fraudulent activity, we reserve the right to cancel the transaction and notify the customer immediately.