Refund Policy
At ComfortLab, we stand behind the quality of our products and offer a 90-day money-back guarantee. You have 90 days from the date your order is delivered to request a return. To qualify, the item must be unused, in its original packaging, and in the same condition you received it, along with proof of purchase.
Received a damaged, faulty or incorrect item?
If your order arrives damaged, defective, or you've received the wrong product, we'll resolve it as quickly as possible.
Simply email info@thecomfortlab.co.uk with your order number and clear photos of the issue as soon as you notice it. If the problem is confirmed, we'll arrange the appropriate solution and cover any return shipping costs where applicable.
Change of Mind
We do not offer refunds for change-of-mind purchases, including ordering the wrong item or deciding the product isn't suitable after use.
For hygiene and quality reasons, products that have been used cannot be returned unless they are found to be faulty.
Returning an Unused Item
Unused items may be returned within 30 days of delivery.
To be eligible, your return must:
- Be unused and in its original condition
- Include the original packaging
- Be accompanied by proof of purchase
Unless the return is due to our error or a manufacturing fault, return shipping costs are the customer's responsibility.
Please contact info@thecomfortlab.co.uk before sending anything back. Returns received without prior approval cannot be accepted, and we'll provide the correct return instructions once your request has been reviewed.
Cancelling or Updating an Order
If you need to cancel or make changes to your order, please contact us within 3 hours of placing it.
After this time, your order may already have entered processing and we may be unable to make any changes.
All requests must be sent to info@thecomfortlab.co.uk. Requests made through social media or other channels cannot be guaranteed.
Delayed Deliveries
If your order has not arrived within 30 days of dispatch, we'll resolve the issue by either sending a replacement or issuing a full refund, depending on your preference.
Additional Information
Please note the following:
- Refunds cannot be issued while a parcel is still in transit. If the courier confirms your parcel has been lost, we'll provide either a replacement or a full refund.
- Please ensure your shipping address is correct before completing your order. We cannot refund orders delivered to an incorrectly entered address.
- Duplicate or accidental purchases are not automatically eligible for a refund. If this happens, contact us immediately and we'll do our best to assist.
- Once your refund has been approved, it will be returned to your original payment method within 10 business days. Depending on your bank or payment provider, processing times may vary. If you haven't received your refund after 15 business days, please contact info@thecomfortlab.co.uk.