Refund policy
Return & Refund Policy
We offer a 60-day return policy, which means you have 60 days from the date you receive your item to request a return.
To be eligible for a return, your item must be in the same condition you received it — unused, unopened, with tags attached, and in its original packaging. You'll also need to provide your receipt or proof of purchase.
To start a return, contact us at hello@thestratumlab.com.
If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Items returned to us without a prior return request will not be accepted.
For any questions about returns, please get in touch at hello@thestratumlab.com.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives. If the item is defective, damaged, or you've received the wrong product, contact us straight away so we can review the issue and put it right.
Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods (food, flowers, plants)
- Custom or personalised orders
- Personal care products (including beauty and supplement items)
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
If you're unsure whether your item qualifies, please get in touch before requesting a return.
Exchanges
The quickest way to get the item you want is to return your original purchase and, once the return is approved, place a new order for the replacement.
European Union 14-Day Cooling-Off Period
If your order is being shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without needing to provide justification. The item must still be in the same condition as when you received it — unused, unopened, with tags attached, and in its original packaging. Proof of purchase is also required.
Refunds
Once we've received and inspected your return, we'll notify you whether your refund has been approved.
If approved, the refund will be issued automatically to your original payment method within 10 business days. Please bear in mind that your bank or card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at hello@thestratumlab.com.