Refund Policy

Refund Policy

Refund Policy

Last updated: August 26, 2026

Thank you for shopping at Lotion Lab (lotionlab.shop). We're an independent specialist retailer with a curated selection of lotions and moisturizers from brands including PMD Beauty, Medicube, Cetaphil, and Sunday Riley. We're committed to making sure you're happy with your purchase, and we're here to help with any questions or concerns before and after your order.

Return Window and Eligibility

We accept returns within 30 days of delivery. To be eligible for a return, items must be in their original condition—unused, unopened, and with all original packaging and seals intact. For hygiene and safety reasons, we're unable to accept returns on items that have been opened or used.

If your item arrives damaged, incorrect, or with a quality concern, please contact us right away, and we'll make it right—even if the item has been opened, as long as you report the issue promptly.

How to Start a Return

To begin a return, please email our after-sales team at aftersales@lotionlab.shop with the following information:

• Your order number (or the email address used at checkout)
• The item(s) you wish to return
• The reason for the return
• Photos if there's a product issue (e.g., damage, defect, or authenticity concern)

Our team will verify your order in our system, confirm eligibility, and generate a return label for you. Once we receive the returned item and it passes inspection, we'll process your refund.

Refunds

Once your return is received and inspected, we'll notify you of the status of your refund. If approved, your refund will be processed to your original payment method (credit card or PayPal) within a reasonable timeframe. Please note that your financial institution may take additional time to post the refund to your account.

The original shipping cost is not refundable unless the return is due to our error (e.g., you received the wrong item or the item arrived damaged).

Exchanges

If you'd like to exchange an item for a different size, scent, or product, please contact our after-sales team at aftersales@lotionlab.shop. We'll do our best to accommodate your request, subject to product availability. If a replacement isn't available, we'll issue a full refund instead.

Damaged, Incorrect, or Quality Concerns

We take great care in packaging and inspecting every order before it ships. However, if something goes wrong, we're here to help. When your order arrives, please check that the box seal is intact and that the lot code on the tube or bottle matches the one printed on the outer packaging. If anything looks tampered with or inconsistent, stop use and contact us immediately.

If your item arrives damaged or incorrect, please reach out to us within 5 business days of delivery at aftersales@lotionlab.shop or quality@lotionlab.shop with:

• Your order number
• Photos of the product and packaging
• A description of the issue

We'll review the issue and either send a replacement or issue a full refund, including any shipping costs you incurred.

Authenticity Guarantee

We guarantee every product we sell is 100% authentic and sourced through authorized distributors and the brands' direct wholesale programs. Each purchase order references our reseller agreement with the applicable brand, and we log lot numbers to maintain traceability back to the distributor.

If you have reason to believe an item is not authentic, contact us with your order number, product photos (front and back), a photograph of the lot code/expiration area, and a description of where you noticed the issue. Email our quality assurance team at quality@lotionlab.shop.

Our investigation process works as follows:

• We acknowledge your claim within 1 business day.
• We compare the product details against our purchase records and the brand's authentication guidelines.
• If needed, we ask the brand's local representative to verify.
• We reply with a written determination within 5 business days.

If the product is confirmed counterfeit, we'll issue a full refund and cover return shipping. We'll also offer a replacement or credit. If our investigation is inconclusive, we'll still offer a return label and a refund—your trust matters more than the cost of the item.

Warranty Information

Warranty coverage for our products follows the product information and support guidance provided by the brand manufacturer. For specific warranty questions, please reference the documentation included with your product or contact the brand directly. If you need assistance identifying the right contact, our support team is happy to help.

Shipping Costs

Standard shipping is $8.00 per order. Free shipping is available on all orders over $45.00. Shipping costs are non-refundable unless the return is due to our error or a defective/damaged product.

Coupon and Payment Information

We accept credit cards and PayPal. If you used a coupon code (such as LOTION15 for 15% off eligible items), your refund will reflect the discounted amount actually paid, not the full retail price.

Contact Information

We're here to help. Please reach out to the appropriate team below:

General Support (Order questions, coupon issues, delivery status):
Email: support@lotionlab.shop

After-Sales (Returns, exchanges, refund status):
Email: aftersales@lotionlab.shop

Quality Assurance (Product quality complaints, inspection guidance, authenticity concerns):
Email: quality@lotionlab.shop

Our support hours are Monday through Friday, 9:00 am to 6:00 pm Pacific Time. Messages received outside these hours are answered the next business day. We aim to respond to all inquiries within 4 business hours during our service window, and most questions are resolved within 1 business day. More complex issues are escalated to a specialist within 24 hours.

For faster assistance, please include your order number, the name and email on your order, and a brief description of your question or issue.

Our Commitment to You

Our team curates a focused range across PMD Beauty, Medicube, Cetaphil, and Sunday Riley so you can compare formulas, textures, and price points in one place. We provide clear support before and after your order—from product questions to delivery updates. If anything about your experience falls short, please let us know, and we'll make it right.

Lotion Lab is operated by Cascade Skin Supply LLC, an independent retail operations company that manages multi-brand skincare e-commerce storefronts. We're responsible for day-to-day operations, customer care, and vendor relationships, and we're committed to ensuring authenticity and compliance for all listed products.

For any additional questions, you can reach us at support@lotionlab.shop.