Refund policy

At YYY LAB, we prioritize your satisfaction with our genetic skincare products. Please review our complete refund policy below:

Eligibility for Returns

  • Timeframe: Returns must be requested within 30 days of your purchase date

  • Product Condition: Products must be unopened and unused with original packaging intact for hygiene and safety reasons

  • Sealed Items: Once a skincare product seal is broken, returns are not accepted due to health regulations

Non-Returnable Items

The following cannot be returned or refunded:

  • Opened or used skincare products (ampoules, serums, creams)

  • Products without original packaging or proof of purchase

  • Items damaged due to customer misuse

Defective or Damaged Products

If you receive a damaged or defective product:

  • Contact us within 7 days of delivery at [hello@yyylab.com]

  • Include photos of the damage and your order number

  • We will provide a full refund or free replacement at your choice

  • Shipping costs for defective items: Covered by YYY LAB

How to Request a Return

  1. Email us at [hello@yyylab.com] with your order number and reason for return

  2. Receive a Return Authorization within 3-5 business days

  3. Return shipping address: [YYY LAB Warehouse Address - to be confirmed]

  4. Refund processed within 5-10 business days after inspection

Refund Method

  • Original payment method: Refunds go back to your original payment source (Shop Pay, credit card, etc.)

  • Shipping fees:

    • Original shipping fees refunded if return is due to defective product

    • Original shipping fees non-refunded for standard returns (unopened product returns)

    • Orders returned due to failed delivery or recipient-related issues are subject to the Failed Delivery / Return to Sender policy below.

Failed Delivery / Return to Sender

If a package cannot be delivered due to circumstances attributable to the recipient, including the recipient being unavailable, failure to collect the package within the carrier’s designated holding period, or incorrect or incomplete shipping information provided at checkout, and the package is subsequently returned to us or our fulfillment center, the following policy will apply:

  • Redelivery: If you would like us to resend your order, you will be responsible for the additional shipping cost required for redelivery.
  • Refund: If you prefer a refund, we will refund the product purchase price to your original payment method. The original shipping fee paid at checkout is non-refundable.
  • Return and Handling Fees: Any return shipping charges, carrier fees, or fulfillment/handling fees actually incurred as a result of the package being returned may also be deducted from the refund amount, where applicable.

We will provide details of any applicable return or handling charges before processing the refund whenever possible.

This policy does not apply when the delivery failure is caused by an error on our part. If your package is lost or undelivered due to a confirmed carrier issue, please contact us so that we can review the case and assist you accordingly.

International Orders

  • International orders: Refund may take additional 5-10 business days for customs processing

  • Return shipping from international locations: Customer covers return shipping costs for eligible returns

  • Currency conversion: Refund issued in original purchase currency

Order Cancellation Policy

  • After shipment: Cancellation not possible; must follow return process after delivery

  • Refund for cancelled orders: Full refund including shipping fees if not shipped

Partial Order Returns

  • Multiple items purchased: Refund issued only for returned eligible items

Important Notes

  • Individual skincare results: May vary based on skin type and condition (as stated on YYY LAB website: "Individual results may vary")

  • Compatibility testing: We recommend trying a small amount before full application to ensure compatibility

  • Customer service: For questions about our products or refund policy, contact our customer service team at hello@yyylab.com

Thank you for choosing YYY LAB – Skin Science, Rooted in Genetics