Refund policy
Refund & Return Policy
At Number One Laboratory, all sales are final except where required by applicable law, including EU consumer rights legislation. Due to the personal and hygienic nature of our products, we do not accept returns or exchanges under standard circumstances.
Exceptions — Defective or Damaged Items
We stand behind the quality of our products. If your item arrives defective or damaged, please contact us within 14 calendar days of delivery so we can make it right.
To be eligible for a refund or replacement, items must be:
- Defective or damaged upon arrival
- In original packaging where possible, or with packaging intact to the extent practicable
- Reported to us within 14 calendar days of delivery
We will provide a refund or replacement at our discretion based on the nature of the issue.
Refund Process
To initiate a return or refund, contact us at hello@numberonelaboratory.com with your order number and a description of the issue. Returns must be sent to:
Number One Laboratory 1915 S Sagamont, Apt 7 Springfield, MO 65807
Once your return is received and inspected, we will notify you of approval status. If approved, your refund will be processed to your original payment method within 5–7 business days. Please allow additional time for your bank or card issuer to post the refund.
If more than 15 business days have passed since your return was approved, contact us at hello@numberonelaboratory.com.
Damages & Incorrect Items
Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, contact us immediately so we can evaluate and resolve the issue.
Sale Items & Gift Cards
We do not accept returns on sale items or gift cards.
International Orders
International orders may incur additional taxes, duties, and customs fees upon delivery. These charges are the responsibility of the customer and are non-refundable. Return shipping costs and any duties or taxes incurred during return shipping are also the customer's responsibility.
European Union — Right of Withdrawal
If you are located in the European Union, you have the right to submit a withdrawal or return request within 14 calendar days of receiving your order, in accordance with EU Directive 2011/83/EU and EU Directive 2023/2673.
Please note: Our products are heat-sealed for hygiene and safety. Under EU consumer protection law, sealed goods that are not suitable for return due to health protection or hygiene reasons — and whose seal has been broken after delivery — are exempt from the right of withdrawal. This exemption applies to our products once the sealed packaging has been opened.
If your item's packaging remains fully sealed and unopened, you may be eligible to exercise your right of withdrawal for a full refund, excluding return shipping costs. Return shipping is the responsibility of the customer.
To submit a withdrawal or return request, EU customers must use the button below — this is required under EU Directive 2023/2673:
👉 Request a Return or Cancellation
The request process includes a two-step confirmation and you will receive an automatic confirmation email upon submission. Approved refunds will be processed within 14 calendar days of us receiving the returned item.