Refund policy

Returns & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging. You will also need the receipt or proof of purchase.

How to Return an Item

To initiate a return, please send an email to info@villagelab.co.uk using the word "Return" along with your original order number as the subject line. Once we receive your request, our team will promptly reply with the correct warehouse address for you to send your package to. Please note that items sent back to us without first requesting a return will not be accepted. You will need to arrange the return delivery yourself, and the cost of this return postage must be covered entirely by you rather than Village Lab. We strongly recommend using a tracked delivery service to ensure your items reach us safely, as we are unable to process any refunds until the goods have been securely received at our facility. Upon arrival at our warehouse, all returned goods undergo a thorough inspection by our team. If an item is returned to us under the claim of being faulty or damaged, but is subsequently found to be fully functional, damaged through customer misuse, or simply an unwanted change of mind, we reserve the right to deduct the return shipping costs and any applicable fees from your final refund.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions and Non-Returnable Items

Certain types of items cannot be returned, like perishable goods, custom products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we have approved your return, please contact us at info@villagelab.co.uk.