Refunds & returns

If your order arrives damaged, broken, faulty or it is not what you ordered, we will put it right. You never pay for this.

What to do

• Email support@lynxlab.co.uk within 14 days of delivery.
• Include your order number.
• Add a photo of the item and the packaging.

What happens next

• We reply within 24 hours, Monday to Friday.
• You choose: a replacement, or a full refund.
• If we need the item back, we cover the return postage.

You can cancel and return unopened, sealed items within 14 days of the day you receive them. You do not need to give a reason.

How to return

• Email support@lynxlab.co.uk with your order number and which items you are sending back.
• We reply with the return address.
• Post the items within 14 days of telling us.
• Use a tracked service and keep your proof of postage.

Who pays postage

For change-of-mind returns, you pay the cost of sending the item back. If you return your whole order, we also refund the standard delivery charge you paid.

We cannot accept change-of-mind returns on vials that have been opened or where the seal is broken.

Once a seal is broken we cannot know how the product was stored or handled, so it cannot be resold. UK law allows this for sealed goods that are not suitable for return once unsealed.

This does not apply to damaged, faulty or wrong items. Those are covered in section 1, opened or not.

• Where it goes: back to the card or wallet you paid with. We do not charge a refund fee.
• Damaged or wrong item: refunded within 14 days of us agreeing the refund.
• Change of mind: refunded within 14 days of the item arriving back with us, seal intact.
• Bank timings: once we send it, your bank usually shows it within 5 to 10 working days.

We email you when the refund has been sent.

Every order goes by Royal Mail Tracked 24. If your tracking has not moved for 5 working days, or it says delivered but you do not have it, email support@lynxlab.co.uk.

We will chase it with Royal Mail. If it is confirmed lost, we send a replacement or a full refund.

Delivery times are on our shipping page.

We dispatch fast, often the same day. If you want to cancel, email support@lynxlab.co.uk as soon as possible. If the order has not shipped yet, we cancel it and refund you in full. If it has already shipped, the change-of-mind rules in section 2 apply.

Nothing in this policy takes away your rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. For free advice on your rights, contact Citizens Advice on 0808 223 1133 or visit citizensadvice.org.uk.