Refund and Returns Policy

This page explains our return, exchange, and claims process for products purchased on estheticlab.pro. Full legal terms are set out in the Terms and Conditions — this page is a short, plain-language summary as it relates to returns.

1. General Rule

Goods of proper quality, including professional injectable preparations, are not subject to return or exchange, except as expressly stated below.

2. Checking Your Order on Receipt

When you receive your order from the carrier (courier or pickup point), please check the packaging and contents carefully against your order.

We recommend raising any claim for damage caused during transit at the moment of receipt, before signing any acceptance documentation — this speeds up the claim with the carrier. This does not limit any rights you have under applicable law, including the right to claim a hidden defect discovered after opening the packaging (see Section 5).

3. If Your Order Arrives Damaged or Incorrect

Return or replacement is possible in the following cases:

To review your claim, we will need:

• photos of the product and packaging from all sides, taken in good lighting, clearly showing the defect;
• a photo clearly showing the batch (LOT) number of the product.

These deadlines and photo requirements apply for the prompt handling of claims relating to transit damage and fulfilment errors, and do not limit the consumer’s rights under applicable law and the Terms and Conditions.

We review substantiated claims within 14 calendar days of receiving the complete set of photos.

4. Warranty

No warranty is provided on the goods. Products with a limited shelf life are subject to the expiry date printed on the packaging by the manufacturer.

Warranty coverage does not extend to defects arising after receipt of the goods due to a breach of storage conditions (the temperature regime specified by the manufacturer), or from improper use or reconstitution of the preparation.

5. Right of Withdrawal for Retail Customers

If you are purchasing as an individual for personal use (not as a cosmetologist/specialist for professional practice), you have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason — under EU Directive 2011/83/EU and Polish consumer protection law.

Important exception: this right does not apply to goods unsealed after delivery which are not suitable for return for health protection or hygiene reasons (injectable preparations, cosmetic products, and other goods with broken factory packaging). For such goods, the right of withdrawal is preserved only until the packaging is opened.

How to withdraw: Send us a clear statement of withdrawal:

• by email: [email protected];
• by post to: Kraków, ul. Dobrego Pasterza, nr 19A, lok. U2, 31-416, Poland.

Using a specific form is not required — a model form is available in the Terms and Conditions (Annex), but any clear statement works.

After withdrawing, please return the goods within 14 days. Return shipping costs are your responsibility unless we have agreed otherwise.

6. Refunds

We will refund all payments received from you (including standard delivery costs) no later than 14 days from the date we receive your withdrawal statement or a substantiated claim under Section 3.

Refunds are made using the same payment method used for the original purchase. We may withhold the refund until the returned goods have been received back, or until you provide proof of dispatch — whichever occurs first.

7. Need Help?

For questions about returns and claims, contact us via:

• the website chat;
• email: [email protected];
• Telegram: @estheticlabpro