These returns, refunds, and exchanges are ONLY applicable for purchased products from us. Does not applicable for the services we are offering.
Faulty Goods
If you identified that there is a fault or damage with the goods you have received, please contact our Customer Care Team as soon as possible and include as many details as possible about the fault or damage. The Customer Care Team may request pictures/videos for verification and support on this scenario. So we can evaluate and make it right.
We may ask you to bring us the goods for further inspection in their original clean condition, documents (e.g. – manual, helping documents, bill, warranty card), and packing. As well as we ask you to cover up the delivery cost of back and forth.
We may not be able to provide a replacement for free; if we identify that the fault occurred during the use of the goods that don’t sit right with the instructions of use, or are suspected to have undergone any modifications.
We may be able to provide you with a repair or replacement for the faulty goods within a certain time. This time will depend on the goods you’ve placed and their repairability. However, we will notify you at our earliest of the timeline that matches you.
Refunds and Returns
We understand, that sometimes something just doesn’t work for you and you want to return your goods and get your money back. Do not worry. As long as the goods are in their original condition (as described below), we accept returns for free agreeing to the below rules.
If you want to return an item purchased through this site, you can request a refund within 4 days of the item being delivered to you or available for collection. We’ll give you a full refund by way of the original payment method within 14 days. You have to cover the delivery cost for returning items.
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
To return and refund your item should be;
In original condition – All returned items should be sent back to us in their original condition together with the original packaging, and original documents (Bill, warranty card, manual, instruction documents, etc.) with STORE NAME tags.
Keep it clean – Hygiene and your and all of our customers’ safety are super important, so certain items can’t be returned for refunds including – baby and skin products, custom products, skin care products, and daily routine products.
Not damaged – All return items and packages shall not be damaged or scratched on unwanted openings. E.g. – suspect of teardown or identification of unauthorized/unusual disassembly or use.
If the above conditions meet your items will be eligible for a return.
Email us at our Customer Care if you like to know more information. They are happy to assist you.
Fair Use
If we notice an unusual pattern of return activity that doesn’t sit right, e.g. we suspect someone is actually using their purchases and then returning them, ordering and returning loads, don’t match what you ordered, then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They’ll give you a returns label, although you will be responsible for the cost of returning the goods to us.
Please note that we reserve the right to take legal action against you if the items you return don’t match what you ordered.
Exceptions / Non-returnable items
At MEX LABZ, certain types of items cannot be returned or exchanged. Such as – sealed and packed products, baby products, special orders, orders on sales, promo codes, gift cards, and custom products.
Exchanges
If your item is right to return, you can purchase a new item that has the same pricing or higher.
