RETURNS

Return Process

 

Our returns are managed through our online portal, which provides two options for shipping your items back:

 

Option 1: Prepaid Label Service (Flat €6.50 Fee)

 

You can use our convenient return service for a flat €6.50 fee, which will be deducted from your final refund. This service includes a prepaid return shipping label that we will provide to you.

 

Step-by-Step Guide to Using the Return Portal:

 

  1. Access the Portal: Click the link below to start your return request: https://www.suite13lab.com/a/service?
  2. Start Your Request: Enter your Order Number and the Email Address used for the purchase.
  3. Select Item(s) & Reason: Choose the product(s) you wish to return/exchange and specify the reason for each item.
  4. Choose Shipping Method: Select the option to use our prepaid label service (the €6.50 fee will be noted).
  5. Get Your Label: Once your request is confirmed, you will receive an email with your Return Merchandise Authorization (RMA) and a link to download your prepaid shipping label.
  6. Ship the Item: Package the item(s) securely, attach the provided label, and drop it off at the designated carrier location.

Option 2: Arrange Your Own Return Shipping

 

Alternatively, you may still choose to arrange your own return shipping at your own expense and risk. If you choose this option, no fee will be deducted from your refund.

  • If you opt to handle your own return, please send the goods as a parcel or in a strong envelope, ensuring the packaging is adequate. Remember to obtain proof of postage.

Return and Exchange Policy

 

We accept returns or exchanges up to 30 days after you receive your order.

To be eligible for a return or exchange, the following conditions must be met:

  • The products must be unused, complete with all tags attached, and in their original packaging.

We do not accept goods that are damaged, worn, or washed.

Please do not return goods unless you meet all of the above terms and conditions.

 

 

Special Instructions for USA, Switzerland, and Norway

 

The prepaid label service is not available for customers in the United States, Switzerland, and Norway. Customers in these countries are required to handle their own returns at their own expense and risk.

To prevent customs issues, you must contact us first:

  1. Email Us: DO NOT use the automated portal. Send us an email at info@suite13lab.com.
  2. Provide Info: In the email, state your Order Number and the items you wish to return.
  3. We Will Guide You: We will manage the customs process and send you the specific instructions and documentation required to ship your return.

Refunds and Exchanges

 

Once we receive your returned items at our facility and confirm they meet the return conditions, you can choose from one of the following options:

  • A refund to your original payment method.
  • A gift card for the value of the returned item.
  • A Shopify discount code for your next purchase.

All physical returns should be sent to the following address: