Refund policy
Last updated: March 31, 2026
30-Day Money-Back Guarantee
We stand behind the quality of our products. If you're not completely satisfied with your purchase, you can return it within 30 days of delivery for a full refund. No questions asked.
Return Conditions
To be eligible for a return, your item must meet the following conditions:
- Product must be returned within 30 days of delivery
- Product must be unopened and in its original packaging
- Product must not be expired or past its best-before date
- You must provide proof of purchase (order number or receipt)
How to Request a Refund
To initiate a return, please follow these steps:
- Contact our customer service team at returns@collagenlab.eu
- Provide your order number and reason for return
- We'll send you a return shipping label within 24 hours
- Pack the product securely and ship it back to us
- Once we receive and inspect the return, we'll process your refund
Refund Processing Time
Once we receive your return, we'll inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed and automatically applied to your original method of payment within 5-10 business days.
Return Shipping Costs
We provide a prepaid return shipping label for all eligible returns. You will not be charged for return shipping within the EU. For returns from outside the EU, please contact us for instructions.
Non-Refundable Items
The following items cannot be returned or refunded:
- Products that have been opened or used
- Products returned more than 30 days after delivery
- Products purchased during special promotional sales (unless defective)
- Gift cards or promotional codes
Exchanges
We currently only offer refunds, not exchanges. If you'd like a different product, please place a new order and return the original item for a refund.
Questions?
If you have any questions about our refund policy, please contact us at returns@collagenlab.eu