At DE Labs, we want you to be completely happy with your purchase. If something isn’t right, here’s how our returns process works.
30-Day Return Window
You can return most items within 30 days of delivery for a full refund, provided the product is unused, in its original packaging, and in re-saleable condition.
Your Legal Right to Cancel
In addition to our 30-day policy, as a UK consumer you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving it, without giving any reason. If you cancel within this period, you must return the goods within 14 days of telling us you wish to cancel, and we will refund you within 14 days of receiving the returned item.
How to Start a Return
Email us at return-refund@thedelabs.com with your order number and the reason for return
- We’ll send you a confirmation and return instructions within 1-2 business days
- Pack the item securely in its original packaging, including all accessories and manuals
- Send it to the address provided in our confirmation email
- Once we receive and inspect the item, your refund will be processed within 5–7 business days to your original payment method
Items That Cannot Be Returned
For hygiene and safety reasons, the following items cannot be returned once the packaging has been opened or the product used, unless faulty:
- Electric toothbrushes and replacement brush heads
- Oral irrigators / water flossers
- Any product that has been in direct contact with skin, mouth, or scalp where hygiene seals have been broken
This does not affect your statutory rights if the item is faulty or not as described.
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, please contact us within 48 hours of delivery with photos of the issue. We will arrange a free return and send a replacement or full refund, including original delivery charges.
Who Pays for Return Shipping
- Faulty or incorrect item: DE Labs covers return shipping costs
- Change of mind: the customer is responsible for return shipping costs, unless otherwise stated
Refund Processing Time
Refunds are processed within 5–7 business days of us receiving your return. It may take an additional 3–5 business days for the refund to appear in your account, depending on your bank or card provider.
Exchanges
We don’t offer direct exchanges. If you’d like a different product or variant, please return your original item for a refund and place a new order.
Questions?
If you have any questions about your order or our returns process, contact us at contact@thedelabs.com or visit our Contact Us page.