Thank you for shopping with us! We hope that you enjoyed your purchases as much as we did and had a pleasant shopping experience. However, if you were in any way unhappy about what you had received, please refer to our Exchange Policy below.

What is the refund policy?

We regret that we do not offer refund for purchases except for the following situation:

• items that were available at the time of purchase but subsequently discontinued when the order is processed.

What is the exchange policy?

We are happy to offer an exchange for items purchased on our website with your order number indicated for the following situations:

• accept exchanges on any unopened and unused products with the product seals intact.
• exchange & issue replacements for defective items.
• The exchange has to be requested within 5 calendar days from the time you receive your item (according to signed copy of successful delivery). Any exchange requested after the timeframe will not be accepted.
• Only a one-time exchange of product is allowed.
• Upon our approval for your return, the returned package must reach us within 5 working days (Singapore orders). Thereafter, any return received after the stipulated time will not be processed.
• Processing time for exchanges takes up to 10 business working days (excluding weekends and PH/Eve of PH) from the day the item has been received.
• We are unable to accept items that are not in the original sale condition and we reserve the right to refuse an exchange should a returned item not meet these requirements or if the product has been damaged by the recipient due to lack of care.
• Please read our exchange policy above and reach out to us at thenaturallab.sg@gmail.com with your order number and your reason for the exchange.

Do I have to pay for return shipping?

Unfortunately yes. We recommend using a reliable shipping service that will provide a tracking number. If return items are lost during its shipment back to us, we cannot issue an exchange. Also, underpaid returns may not be delivered to us and therefore will not be processed.

What should I do if I receive a defective item?

We sincerely apologise if you have received a defective item. We strive to ensure that all items sold on our webstore are all of the highest quality i.e. all necessary quality checks will be done and we will carefully pack your order before sending it.

In the unlikely event that you have received a defective item, please contact us at thenaturallab.sg@gmail.com with a clear image/video of the defective item and relevant order number. Please kindly note that we are only able to process such exchange requests within 5 calendar days upon receiving your order (according to the signed copy of successful delivery). All issues are dealt with on a case by case basis.

* The following are not eligible for exchanges:

• Change of mind
• Item which is damaged by the recipient due to lack of care
• Open and/or used products

Thank you for your support and seek your understanding on the above.