Refund policy

Last Updated On 17-Apr-2026 
Effective Date 03-May-2024

If you are not satisfied with your purchase, please let us know at help@tootilab.com. Our team will do their best to help troubleshoot and resolve your issue.

Returns:

Please note that at this stage we can only accept returns from the US, the UK or the EU.

Unfortunately, we cannot accept returns on gift cards, mini-sized products or accessories.

If you are not happy with your products you may return the order for a full refund within 30 days of receipt of the products. Just email help@tootilab.com quoting your email and order number.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

The refund will be processed within 10 business days from when it has been delivered back to our warehouse. 

We reserve the right to refuse a refund or return if we believe the request is fraudulent or in violation of our return policy. This includes, but is not limited to, instances where bottles or containers are returned with over 50% of the product missing or completely empty. Thank you for your understanding and for helping us prevent misuse of our policies.

We are committed to providing excellent customer service and ensuring that returns are handled fairly. However, we reserve the right to refuse a return if a customer is found to be abusive, threatening, or disrespectful to our staff. Thank you for understanding and helping us maintain a safe and respectful environment for everyone.

Shipping charges

Original shipping charges cannot be refunded.

If a customer decides to return part of an order, but the value of what is kept falls below the free shipping threshold, we reserve the right to adjust the refund based on the amount of items effectively kept. 

For example: if a customer buys 3 products and returns one, but the 2 products kept would not have been enough to qualify for free shipping, the refund will be adjusted to deduct the shipping cost. 

This is to avoid waste and unnecessary returns from customers purchasing more than they intend to keep just to unlock the free delivery threshold. 

Discounted items

Sale items are also eligible for returns, but if the sale price was part of a bundle or tiered discount, we reserve the right to adjust the refund based on the amount of items effectively kept. 

For example: if a customer buys 4 products as part of a tiered discount sale that offers 10% discount for up to 3 items and 20% discount on 4+ items, but the customer decides to return one of the items purchased, the refund will be adjusted so that only a 10% discount applies to the 3 items kept, rather than the 20% originally applied. 

This is to avoid waste and unnecessary returns from customers purchasing more than they intend to keep just to unlock a higher discount tier. 

Cancellations:

If you wish cancel/amend an order please contact us as soon as possible at help@tootilab.com.

We cannot cancel orders once fulfilment has begun. You will have to return the product instead once delivered.

Damaged during transit:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please send us an email at help@tootilab.com along with photos of the items and packaging, and we will arrange a replacement or a refund. 

Exchanges:

We can only replace items if they are defective or damaged. If you need to exchange for the same item, please send us an email at help@tootilab.com and we will arrange it.

European Union 14 day cooling off period:

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Your item must be in the same condition that you received it, unused and in its original packaging.

Late or Missing refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, and you haven't received your refund, please send us an email at help@tootilab.com.

Late delivery:

Most orders are delivered according to the shipping policy selected at checkout. If your order is taking longer and you believe your items may have been lost in transit, please notify us at help@tootilab.com. Please allow at least 20 business days from when the order was placed before emailing us. If our tracking system indicates they have not been delivered, or have been lost in transit you will be eligible for a refund or replacement.

If our tracking system indicates your items have been delivered safely we unfortunately cannot offer refunds or exchanges.