TheVi Lab

CUSTOMER CARE

Refund & Returns Policy

We stand behind every formula. If your purchase isn't right for your skin, we'll make it right — with a 30-day window and a process designed to be effortless.

Effective May 7, 2026

1. Our Promise

TheVi Lab products are crafted with rare botanicals and clinical-grade actives. We want you to experience them with full confidence. If a product doesn't meet your expectations, you have 30 days from the delivery date to request a return or refund.

Quick summary: 30-day return window · unopened items for full refund · opened items eligible only if defective or damaged · refunds processed within 7 to 10 business days after we receive your return.

2. Eligibility

Eligible for full refund

  • Items returned unopened, unused, and in original sealed packaging within 30 days of delivery.
  • Items received damaged in transit — report within 7 days of delivery with photo evidence.
  • Items that are defective or differ from the listing description.
  • Wrong items shipped due to a fulfillment error on our part.

Not eligible

  • Opened skincare products (for sanitary and safety reasons), unless defective.
  • Items returned more than 30 days after delivery.
  • Final sale items, gift cards, and promotional bundles marked non-returnable at purchase.
  • Items damaged through misuse, improper storage, or normal wear.

3. How to Start a Return

  1. Email returns@thevilab.com with your order number, the item(s) you wish to return, and the reason. For damaged or defective items, attach 2 to 3 clear photos.
  2. Within 2 business days, we'll reply with a Return Authorization (RA) number and the return shipping address. Do not ship returns without an RA — unauthorized returns cannot be processed.
  3. Pack the item securely in its original packaging, write the RA number clearly on the outside of the box, and ship via a trackable carrier.
  4. Once we receive and inspect your return (typically within 3 business days of arrival), we'll email you to confirm approval and initiate the refund.

4. Refund Timeline

Approved refunds are issued to the original payment method within 7 to 10 business days of return inspection. Depending on your bank or card issuer, the refund may take an additional 3 to 5 business days to appear on your statement.

For refunds via Klarna or Affirm, your installment plan will be adjusted automatically — please allow up to 14 days for the provider to update your account.

5. Exchanges

If you'd like to exchange an item for a different shade, size, or formula within the 30-day window, follow the return process above and place a new order for the replacement. Once we receive your return, the original purchase is refunded in full. We do not perform direct swaps to ensure your new item ships immediately.

6. Damaged or Defective Items

If your order arrives damaged, broken, leaking, or with a manufacturing defect, contact returns@thevilab.com within 7 days of delivery with photos of:

  • The damaged product
  • The shipping box (inside and outside)
  • The packing slip

We will ship a replacement at no additional cost or issue a full refund — whichever you prefer. You will not be asked to return damaged items in most cases.

7. Return Shipping Costs

  • Defective, damaged, or wrong items: TheVi Lab covers all return shipping. We'll provide a prepaid label.
  • Change of mind or unwanted items: the customer is responsible for return shipping. Original shipping fees are non-refundable.
  • We recommend using a trackable, insured shipping method. TheVi Lab is not liable for returns lost in transit.

8. Late or Missing Refunds

If you haven't received your refund after the timelines above:

  • Check your bank or card statement carefully — refunds sometimes appear under the original purchase line.
  • Contact your bank or card issuer; processing times vary by institution.
  • If you've done both and still don't see your refund, email returns@thevilab.com with your order number and we'll investigate.

9. International Returns

For orders shipped outside the United States, customers are responsible for return shipping, customs duties, and any taxes incurred. Original international shipping fees are non-refundable. Please mark return packages clearly as "Returned Goods" to avoid additional duties.

10. Order Cancellations

Orders can be cancelled for a full refund within 2 hours of placement, before they enter our fulfillment queue. After this window, the order ships and the standard return policy applies. Email hello@thevilab.com immediately if you need to cancel.

11. Contact Us

Returns and refunds questions:

TheVi Lab — Customer Care
Email: returns@thevilab.com
General inquiries: hello@thevilab.com
Response time: within 1 business day, Monday to Friday.