Refund policy
Return & Refund Policy
At Kollagen Lab, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.
Return Eligibility
You may request a return within 7 days of receiving your order.
To be eligible for a return:
- The item must be unused, unopened, and in its original condition.
- The item must be returned with all original packaging, accessories, inserts, and seals intact.
- Proof of purchase or order confirmation must be provided.
- A return request must be approved by our Customer Support Team before any item is sent back.
Returns sent without prior authorization may be refused and returned to the sender.
To initiate a return request, please contact us at care@kollagenlab.com with your order number and reason for the return.
Return Shipping
Customers are responsible for all return shipping costs.
Original shipping charges are non-refundable.
If your order qualified for free shipping, the original shipping cost incurred by us may be deducted from the refund amount.
To ensure safe and efficient processing, approved returns must be shipped directly to our designated fulfillment warehouse in Asia. Return instructions and warehouse details will be provided after your return request has been approved.
Customers are responsible for arranging and prepaying return shipping. We do not accept collect-on-delivery (COD) or receiver-paid return shipments.
All approved returns must be shipped using a trackable shipping service that provides valid tracking information and delivery confirmation.
Customers are responsible for obtaining and retaining proof of shipment and tracking details until the return has been successfully delivered to our designated warehouse.
Returns sent using non-trackable shipping methods will not be eligible for a refund if the package cannot be verified as delivered.
Kollagen Lab is not responsible for return shipments that are lost, delayed, misdirected, damaged, or cannot be tracked during transit.
If tracking information cannot confirm delivery to our designated return facility, the return request may be denied.
The customer remains responsible for the returned package until it has been successfully delivered to and received by our designated return warehouse.
We strongly recommend using a fully trackable shipping service with adequate insurance, as refunds cannot be issued for returns that are lost or damaged during transit.
Non-Returnable Items
For hygiene, safety, health protection, and quality-control reasons, the following items cannot be returned or refunded:
- Opened skincare products
- Used skincare products
- Products with broken seals or tampered packaging
- Products that have been partially consumed
- Personal care items that have come into direct contact with skin
- Gift cards
- Promotional free gifts
- Clearance or final-sale items
- Products damaged due to misuse, improper storage, neglect, or unauthorized modification
Due to hygiene, safety, and product integrity requirements, any skincare product that has been opened, used, tested, swatched, or has had its protective seal removed cannot be accepted for return or refund.
Bundle & Set Purchases
Bundle and set products must be returned in full.
Partial returns of individual items from a bundle, kit, or promotional set are not eligible for a refund.
Any free gifts received as part of a promotion must also be returned. If the free gift is not returned, its retail value may be deducted from the refund amount.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
- A damaged item
- A defective product
- An incorrect product
You must contact us within 48 hours of delivery and provide clear photos of:
- The product received
- The packaging
- The shipping label
Please send all supporting documentation to care@kollagenlab.com for review.
Our team will review the case and provide an appropriate resolution, which may include a replacement, store credit, or refund.
Refund Process
Once your return is received and inspected, we will notify you of the approval status.
If approved, refunds will be issued to the original payment method used during checkout.
Please allow up to 10 business days for processing after the returned item has been received and approved.
Depending on your bank or card issuer, additional processing time may be required before the funds appear in your account.
Orders Not Eligible for Refund
Refunds will not be issued in the following situations:
- Return requested after the 7-day return period.
- Product returned without approval.
- Product returned used, opened, damaged, or missing original packaging.
- Product lost during return shipment due to customer-arranged shipping.
- Customer changed their mind after opening or using the product.
- Shipping delays caused by customs, weather events, carriers, or circumstances outside our control.
Contact Us
For any questions, concerns, return requests, refund inquiries, or assistance regarding your order, please contact our Customer Support Team.
Email: care@kollagenlab.com
Our team will be happy to assist you by providing return authorization and detailed return instructions where applicable.