Refund policy
HistoLab Medical Skincare Return Policy
This return policy applies only to online retail customers who purchase directly from histolab.ca.
• If you purchased a HistoLab product from a different website or physical store, please contact them directly regarding their return policy.
• Partner clinics with an active HistoLab account should reach out to their HistoLab Representative for return inquiries.
We recognize that every skin type is unique, and we are committed to helping you find the right skincare solutions. That’s why we offer a flexible return policy for online orders placed on histolab.ca.
Return Guidelines:
• Return requests must be submitted within 30 days from the shipping date.
• Products must be in unused or lightly used condition and in their original packaging to be eligible for a return.
• All returns are subject to inspection. If a product is not in acceptable condition, the return may be rejected.
• Refunds will be issued to the original payment method.
• Return shipping costs are the responsibility of the customer unless the return is due to a defective product or an order error.
SUBMIT A RETURN REQUEST
1. Email customer@histolab.ca with your Order Number and the name of the product(s) you wish to return. Your Order Number can be found in your Order Confirmation email.
2. Our Order Services Team will review your request and provide further instructions, including details on how to return the product(s) to HistoLab
Please note: Customers are responsible for the shipping costs when returning product(s) to HistoLab, unless we shipped an incorrect item that differs from your original order on histolab.ca. We strongly recommend using a shipping method with tracking to ensure your return is received.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@histolab.ca.
Sale items or Gift Sets
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@histolab.ca and send your item to:
11411 Blacksmith Pl unit#6, Richmond, BC V7A 4T7
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
Shipping
To return your product, you should mail your product to:
207-800 Carleton Court, Delta, BC V3M6Y6, Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.