returns + refunds policy
at the zook lab, we want you to feel confident when purchasing from us. this policy explains how returns, refunds, and exchanges are handled.
cancellations
you may cancel your order within 30 days of receiving the physical goods, without providing a reason, as long as they remain unopened and unused.
the cancellation period ends 30 days from the date you receive the product, or from the date a third party you appoint (who is not the carrier) takes possession of the delivered goods.
to cancel an order, please contact us with a clear statement of your decision.
you can notify us by email: hello@thezooklab.com
refunds
once returned goods are received and inspected, we will process your refund.
refunds will be issued within 10 business days of receiving the returned goods.
refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed.
you will not be charged additional fees for the refund.
conditions for returns
to be eligible for a return, the following conditions must be met:
the product was purchased within the last 30 days
the product is unused and unopened
the product is returned in its original packaging
for hygiene and safety reasons, opened skincare products cannot be returned.
we reserve the right to refuse returns that do not meet these conditions.
damaged or incorrect items
if you receive a product that is damaged, defective, or incorrect, please contact us as soon as possible.
depending on the situation, we may offer:
a replacement product
a refund
or the option to choose between a replacement or refund
please contact us before returning any damaged or incorrect items so we can assist you.
skin reactions
skincare products may affect individuals differently depending on skin type, sensitivities, or allergies.
we recommend reviewing ingredient lists and performing a patch test before using new skincare products.
if you experience a reaction to a product, please contact us. while reactions can occur with any skincare product, we will review concerns case-by-case and may offer a goodwill refund or replacement where appropriate.
exchanges
exchanges may be available for unopened and unused products purchased within the last 30 days.
if you would like to exchange a product, please contact us and we will provide instructions.
digital products
the zook lab may offer digital products such as ebooks, guides, or educational resources.
due to the nature of digital products:
digital downloads are non-refundable once accessed or downloaded
digital products are provided for personal use only
digital products may not be copied, redistributed, or resold
if a digital product is accidentally purchased more than once, please contact us within 48 hours and we will review the situation.
return shipping
customers are responsible for the cost and risk of returning products, unless the item is defective or incorrect.
for security and tracking purposes, we recommend using a tracked shipping service when returning items.
we are unable to issue refunds until returned goods are received or proof of return delivery is provided.
return address
please contact us via email before returning any items so we can provide the correct return instructions and return address.
third-party products
the zook lab may offer products from third-party brands in addition to products created by the zook lab.
some third-party products may have additional return requirements or conditions, which will be noted on the product page where applicable.
contact
if you have any questions about this returns + refunds policy, please contact us at:
hello@thezooklab.com