Refund policy
Last updated: October 23, 2026
Privacy Policy · Terms of Service · Returns & Refunds · Shipping · Subscriptions & Cancellation · Contact
30-day returns for unopened products
You may request a change-of-mind return within 30 calendar days after delivery. Products must be unused, unopened, with original safety or hygiene seals intact, and in their original packaging. Please supply your order number or other proof of purchase. Once return instructions are issued, send the eligible goods within 14 calendar days. This voluntary policy is additional to your mandatory legal rights.
How to start a return
- Email info@suplilabs.com with your order number, the item and whether you are requesting a return, refund or help with a problem. Photos of damage or a wrong item help us investigate, but are not an absolute condition where other evidence is available.
- We will provide the correct return destination and instructions. The destination may depend on the product and fulfilment partner. Do not return goods to the parcel's sender address or our Dover correspondence address without instructions.
- Pack the goods securely and retain proof of posting. A tracked service is recommended. Contact us if you have not received return instructions; our response time will not shorten a request submitted within the applicable deadline.
A statutory cancellation can be made by any clear statement and does not depend on approval, a special form or a return-authorisation number.
Return postage and fees
For voluntary change-of-mind returns, you pay the direct return postage. We do not charge a restocking fee. Original delivery charges, if any, are not refunded for voluntary change-of-mind returns unless the law requires otherwise. No original shipping charge will be deducted where delivery was free. We cover reasonable return costs for goods confirmed to be defective, damaged on arrival, incorrect or materially misdescribed, and will arrange a label or an agreed reimbursement method.
Opened items, safety and faulty goods
Opened or used skincare and supplements are not eligible for our voluntary change-of-mind return offer where this exclusion is lawful, because of hygiene and product-safety concerns. This exclusion does not remove rights relating to defective, unsafe, damaged, incorrect or misdescribed goods. Sale items receive the same protection.
Inspect your delivery and tell us promptly about a problem. Do not use a product with a broken safety seal or that appears damaged or unsafe. We will investigate and provide the remedy required by law, which may include replacement or refund. A short reporting deadline, missing outer packaging or opening an item to discover a defect does not automatically cancel your statutory rights. If a product causes irritation, stop using it and contact us about the product concern.
Refund method and timing
For an eligible voluntary return, we will inspect the returned goods and issue the refund to the original payment method within 7 business days after receiving the return, unless a shorter legal deadline applies. We will email confirmation, or explain any reason an item is not eligible. Your bank or payment provider may need additional time to display the credit. Contact us if the refund has not appeared within 10 business days after our confirmation.
Refunds cover the amount paid for the returned goods and any delivery costs that must be reimbursed. We do not require store credit instead of a refund you are entitled to. We do not refund to an unrelated card or account. This policy does not limit your payment-provider or statutory dispute rights.
Promotional bundles and partial returns
For a full eligible bundle return, return all included units, including promotional units, for a refund of the amount paid. For an eligible partial return, the bundle price is allocated evenly across all identical units and the refund is the allocated price of the returned units. For example, a three-unit FEMM+ bundle purchased for USD59.90 has an allocated price of approximately USD19.97 per unit, adjusted for rounding. Refunds cannot exceed the amount paid. Statutory remedies for a defective unit remain available without requiring you to return unrelated, satisfactory goods unless the law provides otherwise.
Exchanges, cancellations and non-delivery
For an exchange, contact us to arrange a return and replacement purchase; availability and any price difference will be explained. To cancel an unshipped order, email us promptly. We will cancel and refund it if it has not entered dispatch. If it has shipped, follow the return process, subject to your legal rights.
If an order is lost or not delivered, contact us and we will investigate with the fulfilment partner. You will not be required to accept store credit for goods we fail to supply. Where we cannot fulfil the order, we will provide a refund, or a replacement if you agree. A carrier scan alone does not remove your right to dispute non-delivery.
Subscriptions
Cancelling a subscription stops future renewals and is separate from returning an existing shipment. Each delivered subscription order is covered by this policy. See our Subscription & Cancellation Policy.
EU, EEA and UK withdrawal rights
Where applicable, you may notify us of withdrawal within 14 days after delivery without giving a reason, and return goods within 14 days after that notice. We will reimburse payments, including the least expensive standard outbound delivery charge, within 14 days of receiving your withdrawal notice. Where permitted, we may withhold reimbursement until the goods are returned or you provide evidence of return, whichever is earlier. Extra charges for premium delivery need not be reimbursed. You bear direct return costs for change-of-mind withdrawal, unless we agree otherwise or the law requires us to pay.
Applicable exceptions may include sealed goods unsuitable for return for health-protection or hygiene reasons that were unsealed after delivery. We apply exceptions only where legally permitted. You may be responsible for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Our voluntary unopened-products rule does not override lawful inspection or withdrawal rights.
Other mandatory consumer rights
Nothing here limits non-excludable consumer guarantees, cooling-off rights or remedies available under the law applicable to you, including protections in South Africa, Australia, New Zealand and Canada where they apply. A statutory period or remedy that is more favourable than this policy takes precedence.
Contact
Suplilabs, Inc., trading as SupliLabs
1111B S Governors Ave, STE 39696
Dover, DE 19904, United States
Email: info@suplilabs.com
WhatsApp customer support: +27 83 730 0846 (South Africa; messaging support)
Website: suplilabs.com
This is our business correspondence address, not a walk-in shop or a return warehouse. Please request return instructions before sending goods.