REFUND & REPLACEMENT POLICY

Last updated: August 2026

At K-DERMLAB, we want every order to arrive exactly as expected. Because our products are personal care and skincare items, we are unable to accept general returns or exchanges for change of mind.

If your order arrives damaged, defective, incorrect, or does not arrive, please contact us and we will work to make it right.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your product is damaged, defective, misprinted, or you receive the wrong item, contact us within 30 days of receiving your order.

Please include:

• your order number;
• a brief description of the issue; and
• clear photographs showing the product, packaging and issue.

Once your claim has been reviewed and approved, we will arrange an appropriate replacement or refund at no additional cost to you.

Please do not send a product back unless K-DERMLAB has specifically instructed you to do so.

LOST OR MISSING ORDERS

If your order appears to have been lost in transit, please contact us as soon as possible.

Claims for packages lost in transit must be submitted within 30 days after the estimated delivery date.

We may ask you to confirm your shipping details or provide additional information before a replacement or refund can be processed.

CHANGE OF MIND

Because K-DERMLAB sells personal care and skincare products, we do not accept returns or exchanges for change of mind or buyer's remorse.

Please review the product description, full ingredient list and directions before placing your order.

This does not affect any rights you may have where a product is damaged, defective, incorrect or otherwise covered by applicable consumer law.

SKIN SENSITIVITY & PRODUCT SUITABILITY

Individual skin responses can vary.

Please review the full ingredient list before use, particularly if you have known allergies or sensitivities. We recommend patch testing before first use, especially for sensitive or reactive skin.

If irritation occurs, discontinue use.

A reaction, sensitivity or personal preference regarding a product does not automatically mean the product is defective. However, if you believe there is a problem with the product you received, please contact us so we can review the circumstances.

INCORRECT OR INCOMPLETE SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order cannot be delivered because the address supplied was incorrect or incomplete, additional shipping charges may apply to resend the order.

Once an order has entered fulfilment, we cannot guarantee that the shipping address can be changed.

UNCLAIMED OR REFUSED DELIVERIES

If a shipment is returned because it was unclaimed, refused, or could not be delivered for reasons attributable to the recipient, additional shipping charges may apply if reshipment is requested.

Such orders may not be eligible for a refund where the product has already been produced and fulfilled.

ORDER CANCELLATIONS

We begin processing orders shortly after they are placed.

If you need to cancel or change an order, please contact us immediately. We will make reasonable efforts to assist, but cancellation or modification cannot be guaranteed once fulfilment has begun.

If an order has already been prepared for fulfilment or shipped, it may no longer be possible to cancel it.

SALE ITEMS & PROMOTIONAL ORDERS

Unless otherwise required by applicable law, promotional pricing does not change the eligibility requirements in this Refund & Replacement Policy.

Products received damaged, defective or incorrect remain eligible for review regardless of whether they were purchased during a promotion.

REFUNDS

If a refund is approved, it will be issued to the original payment method used for the purchase.

Please allow time for your bank, card issuer or payment provider to process and display the refund after it has been issued.

Processing times vary between financial institutions.

THIRD-PARTY PAYMENT SERVICES

If you paid using a third-party payment provider, including Klarna where available, any approved refund will be processed in accordance with the applicable payment provider's procedures.

Your payment provider may require additional time to reflect the refund or adjust an instalment plan.

CONTACT US

If there is a problem with your order, please contact:

K-DERMLAB

Email: [NEW K-DERMLAB CUSTOMER SERVICE EMAIL]

Please include your order number in your message so we can assist you as quickly as possible.