Refund policy

We want you to feel confident buying from LAB27. If something isn't right, here's how we'll make it right.

Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or isn't what you ordered, email us at hello@lab27.com.au with your order number and a photo of the item and packaging. Please get in touch as soon as you can after delivery. We'll send you a prepaid return label and replace the item or refund you in full, at no cost to you.

Change of mind
If you change your mind, you can return unopened products within 30 days of delivery. Items must be unused, sealed and in their original packaging.
- Email hello@lab27.com.au with your order number to request a return.
- Once your return is approved, we'll send you our return address and instructions.
- Return shipping for change-of-mind returns is paid by the customer.

Items we can't accept for change of mind
For health and safety reasons, we can't accept change-of-mind returns on products that have been opened or used. This doesn't affect your rights if a product is faulty.

Refunds
Once we receive and check your return, we'll let you know and refund your original payment method within 7 business days. Your bank may take a few extra days to show the refund.

Subscription orders
You can pause, skip or change your subscription at any time in your customer account before your next billing date. Subscriptions have a minimum of 3 deliveries, after which you can cancel at any time. Once a subscription order has been charged and shipped, the same return conditions above apply.

Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Questions?
Email us at hello@lab27.com.au. We're here to help.