Refunds Policy

Your right to cancel

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods. You then have a further 14 days to return the goods to us.

To cancel, email us at mo.labs.store@gmail.com with your order reference. We'll send return instructions.

Condition of returned goods

To receive a full refund, products must be returned unused and in their original packaging. If a product has been opened or used, we may reduce the refund to reflect any loss in value. For hygiene reasons, we cannot accept returns of opened personal care products unless the product is faulty.

Faulty or damaged goods

If your order arrives damaged, defective, or incorrect, contact us within 30 days. We'll arrange a replacement or full refund including return postage. Under the Consumer Rights Act 2015, you have additional remedies for faulty goods beyond this 30-day window.

How refunds are processed

Once we receive your returned item and confirm its condition, we will issue your refund within 14 days to the original payment method. Refunds via Stripe typically appear in your account within a few working days, depending on your bank.

Original delivery charges (if any) are refunded for cancellations made within the 14-day cancellation window, unless you chose a delivery option more expensive than our standard option, in which case we refund only the cost of standard delivery.

Return postage

For cancellations under the 14-day right, return postage is your responsibility. For faulty or incorrect items, we cover return postage.

Questions

If you have any questions about a return or refund, please email mo.labs.store@gmail.com and we'll get back to you.