Refunds & Returns

Last updated 27 December 2024.

Shipping
1. All shipping in the UK will be via Royal Mail, DPD or EVRI:
  1. Free standard shipping on selected orders within the UK.
  2. For all other countries, please visit www.thechelsealaboratory.com.
Returns
1. Change of Mind Returns/Cancellations
  1. If you have purchased one of our products with our full 180-day money-back guarantee, and for any reason you are not 100% satisfied with the product, you have 180 days from the date of purchase to request a refund.
  2. For returns, please contact us at [email protected].
  3. After 180 days, we will no longer be able to offer you a refund unless the product is damaged or faulty when you receive it.
  4. If the product you purchased from us did not come with a money-back guarantee, we cannot accept returns for change of mind. Please carefully choose the product that is right for you and follow any advice received from your healthcare provider or general practitioner.
  5. Please note that The Chelsea Laboratory does not accept financial responsibility for any additional costs associated with returning a product in cases where the customer decides to cancel their order or changes their mind prior to using the product.
2. Damaged Product Returns
  1. The Chelsea Laboratory will accept product returns and provide a refund or exchange if the product is damaged or faulty, provided you can show proof of purchase.
  2. The Chelsea Laboratory may choose to return the product to the manufacturer to determine the nature of the problem. We reserve the right not to offer a refund or exchange where the item fault is a result of misuse or neglect.
  3. You are entitled to an exchange or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
3. Delivery/Shipping Issues
  1. The Chelsea Laboratory takes great care in the shipping process, but if your item(s) arrive damaged, please contact us at [email protected] to work out a solution.
  2. You may be asked to provide a photograph of your item(s) and/or delivery package to help us resolve the issue quickly.
  3. For returns, please contact us at [email protected] to arrange collection of the item(s).
  4. We reserve the right to charge for return shipping in certain circumstances.
4. Changes to this Returns Policy
  1. We reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.
  2. This policy is to be read in conjunction with our Terms and Conditions, Terms of Use, and Privacy Policy.

Last updated February 2026.

Need help? Contact us first — we’ll make it right.

Phone: (267) 347-8021 (Monday–Saturday, 9am–6pm EST)
Email: [email protected]
We typically respond within a few hours.

Our Promise
1. We stand behind every product we sell. If you’re not completely satisfied with your purchase, we’ll work with you to find a solution — whether that’s a replacement, exchange, or full refund. We’d rather lose a sale than lose your trust.
180-Day Money-Back Guarantee
1. If you purchased a product with our 180-day money-back guarantee and you’re not 100% satisfied for any reason, simply contact us within 180 days of your purchase date and we’ll process your refund. No hoops to jump through, no lengthy explanations needed.
2. To request your refund, just call us at (267) 347-8021 or email [email protected] with your name and order number. We’ll take care of the rest.
How Refunds Work
1. Once your refund is approved, we’ll process it back to your original payment method within 5–7 business days.
2. You’ll receive an email confirmation when the refund has been issued. If you don’t see it within 10 business days, please contact us and we’ll track it down for you.
Shipping
1. We offer free standard shipping on selected orders within the United States. Orders are shipped via USPS, UPS, or FedEx, with an estimated delivery time of 3–7 business days depending on your location.
2. You’ll receive a tracking number by email once your order ships so you can follow its progress.
Damaged or Faulty Products
1. If your product arrives damaged or faulty, contact us right away at (267) 347-8021 or [email protected]. We’ll send a replacement or issue a full refund — your choice.
2. We may ask for a quick photo of the damaged item to help us improve our packaging, but we won’t make you jump through hoops.
Delivery Issues
1. If your order hasn’t arrived within the expected delivery window, please contact us. We’ll track down your package and make sure you receive your order or a full refund.
2. You should never have to pay for something you didn’t receive.
Subscriptions (AutoRefill)
1. If you enrolled in our AutoRefill programme, you can skip, pause, or cancel your subscription at any time. There are no cancellation fees and no minimum commitment.
2. To manage your subscription, call us at (267) 347-8021, email [email protected], or reply to any of your order confirmation emails. We’ll process cancellation requests within 24 hours.
3. If your next AutoRefill shipment is scheduled within the next 48 hours, contact us as soon as possible and we’ll do our best to stop it before it ships. If it has already shipped, simply contact us for a full refund.
Billing Questions
1. Charges from us will appear on your bank or credit card statement as FIRM+RESTORE or THE CHELSEA LABORATORY followed by our support number.
2. If you see a charge you don’t recognise, please call us at (267) 347-8021 before contacting your bank — we can look up any transaction instantly and resolve it on the spot.
3. In most cases we can process a refund faster than your bank can.
Changes to This Policy
1. We may update this policy from time to time. The latest version will always be available on this page.
2. This policy should be read alongside our Terms and Conditions, Terms of Use, and Privacy Policy.
Questions
1. We’re here to help.
2. Phone: (267) 347-8021 (Monday–Saturday, 9am–6pm EST)
3. Email: [email protected]