Returns & Refunds Policy

Last updated: December 18, 2025

How the guarantee works

1. Email support@presencelabs.store with your order number within 30 days of delivery.
2. Tell us what happened (e.g., too dry, not enough lift, visible residue). We’ll recommend the fastest fix (usually a usage adjustment).
3. If you still want a refund and your request is eligible, we’ll issue a Return Authorization (RA) and instructions (or, in some cases, we may resolve without requiring a physical return).

Eligibility requirements

• Window: You must contact us within 30 days of the carrier-marked delivery date.
• Authorized first: Returns require a Return Authorization (RA). Items sent back without an RA may be refused.
• Reasonable condition: Returned items must be in reasonable condition. We may request photos to confirm condition and usage level.
• Limitations to prevent abuse: The 30-day money-back guarantee applies to one first-time guarantee claim per customer/household. Repeat claims, bulk orders, or unusual return patterns may be denied.

Non-returnable / non-refundable situations

The following are typically not eligible for refunds (except where required by local law):

• Orders placed more than 30 days after delivery (late requests).
• Returns sent without authorization (no RA), or sent to the wrong address.
• “Final sale” or gift cards (if offered).
• Shipping fees (including expedited shipping), duties/taxes, and other non-product charges.
• Packages marked “delivered” by the carrier but reported missing (see “Lost or stolen packages”).
• Damage caused by misuse (e.g., using on wet/oily hair and forcing clumps, contamination, opening/spilling, storage damage).
• Orders with incorrect addresses provided at checkout (including incomplete apartment/unit numbers).

Refund options

Standard refund (original payment method)

• If approved, refunds are issued to the original payment method only.
• Refunds are typically processed within 3–10 business days after approval (bank/payment provider timing varies).

Store credit / exchange (fastest resolution)

If you prefer, we may offer store credit or an exchange instead of a refund (often faster and avoids return shipping). This is optional unless required by local law.

Return shipping & handling

• Unless the item arrived incorrect or damaged in transit, the customer is responsible for return shipping costs.
• We recommend using a trackable service. We are not responsible for returns lost in transit without tracking.
• If a return is approved, we’ll provide the return address and instructions in the RA email.

Damaged, defective, or incorrect items

• Contact us within 48 hours of delivery at support@presencelabs.store.
• Include your order number and clear photos of the product, packaging, and shipping label.
• If verified, we’ll choose the best resolution: replacement, reshipment, or refund at our discretion.

Lost, stolen, or delayed packages

• Delayed: If tracking is moving slowly, we may ask you to wait a reasonable period for carrier delivery attempts.
• Marked delivered but missing: Please check neighbors/building staff and contact the carrier first. If it still can’t be located, email us and we’ll assist with next steps.

Note: Carrier-marked “delivered” shipments are generally not refundable. We’ll still help you file a carrier inquiry when possible.

Chargebacks and disputes

If you have an issue, contact us first—we resolve most cases quickly. Filing a chargeback without contacting us may delay resolution and can make an order ineligible for a refund under this policy.

Policy abuse / fraud prevention

We reserve the right to deny refund requests that appear fraudulent or abusive, including (but not limited to) repeated claims, inconsistent information, bulk purchasing with refund intent, or returns with missing/altered products.

Support:
Email: support@presencelabs.store
Typical response time: within 24 business hours