Refund policy
Returns Process
At NakedLab, we want you to love your purchase. If for any reason you change your mind, we accept returns within 14 days of delivery, provided the items are unopened, unused, unwashed, with tags attached, and in their original packaging and resaleable condition (sale items excluded).
Please note that towels, mouth tape and eye masks cannot be returned due to hygiene reasons.
If you wish to return a product, please use this link to start the process: self-service return.
Customers are responsible for return shipping costs, and items remain your responsibility until they arrive safely at our address.
Please do not send items back before initiating the self-service return or contacting us, as unauthorised returns may not be accepted. For more information, please email us at hello@nakedlab.com
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll 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’ve approved your return, please contact us at hello@nakedlab.com.
Shipping, taxes, fees, and duties
Shipping fees, taxes, and duties as calculated on the original order will not be refunded.
Faulty or incorrect items
We take great care to ensure the quality of every NakedLab product. But If you did receive an incorrect or faulty item, please notify us by emailing us at hello@nakedlab.com within 7 days of delivery. Once we receive and inspect the returned product, and if the fault is confirmed (excluding normal wear and tear), we will offer a replacement or refund using your original payment method. (Please allow up to two weeks for processing).
What’s Not Covered
Because we use natural, untreated fibres, some characteristics are normal and not faults. These include:
- Pilling: Our 100% organic bamboo fabric may develop some pilling with initial use. This is a natural trait of untreated fibres.
- Colour Fading: Natural fibres may fade over time, especially if exposed to direct sunlight.
- Sale Items: These are final sale and cannot be returned or exchanged unless faulty or damaged.
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.