Refund policy

Return Process

Our returns are managed through the REVER online returns portal, where you can easily request a return or exchange and choose your preferred return shipping method.

Return Portal

Start your return request here:

REVER Return Portal

To begin, simply enter your WEB-#Order Number and the Email Address used for your purchase.

Return Shipping Options

Option 1: REVER Prepaid Return Label

We offer a prepaid return label service through REVER for the following rates:

  • €6.50 — Return via Drop-off Point
  • €8.00 — Return via Home Pick-up

The selected return shipping cost will be deducted from your final refund amount.

How it works

  1. Access the return portal using the link: REVER Return Portal
  2. Enter your order details.
  3. Select the item(s) you wish to return or exchange and choose the return reason.
  4. Choose your preferred return method:
  5. Drop-off Point (€6.50)
  6. Home Pick-up (€8.00)
  7. Once your request is approved, you will receive:
  8. Your Return Merchandise Authorization (RMA)
  9. Your prepaid shipping label
  10. Shipping instructions
  11. Pack your item(s) securely and follow the return instructions provided by REVER.

Option 2: Arrange Your Own Return Shipping

You may also choose to return your order using your own courier service, at your own expense and risk.

If you choose this option:

  • No return shipping fee will be deducted from your refund.
  • Please ensure the items are packaged securely.
  • We strongly recommend obtaining proof of postage and a tracking number.

Return & Exchange Conditions

We accept returns and exchanges within 30 days of delivery.

To be eligible for a return or exchange:

  • Items must be unused
  • All original tags must still be attached
  • Items must be returned in their original packaging
  • Returned products must not be damaged, worn, or washed

Returns that do not meet these conditions may not be accepted.

Customers in the USA, Switzerland & Norway

The REVER prepaid return label service is currently not available for customers located in:

  • United States
  • Switzerland
  • Norway

Customers in these countries must arrange return shipping independently and at their own expense.

Important

Before sending your return, please contact us first to avoid customs issues.

Please email:

Include:

  • Your Order Number
  • The item(s) you wish to return

Our team will provide the necessary return instructions and customs documentation.

Refunds

Once your returned items have been received and approved, you may choose one of the following:

  • Refund to your original payment method
  • Gift card for the returned item value
  • Store discount code for a future purchase

Please note that original shipping costs are non-refundable unless the return is due to a faulty or incorrect item.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@suite13lab.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@suite13lab.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@suite13lab.com.