Returns & Exchanges
Returning Items to The Laboratory
Domestic & International Returns
Please direct your returns to the below address:
The Laboratory Online
103 Grove Road
Grovedale
Victoria 3216
Australia
All returns must include the packing slip included in your original order.
Once we receive your return, we will process your refund/exchange/store credit within 5-10 business days and a confirmation will be emailed to you.
Refunds will be credited against your original method of payment, excluding delivery charges.
Please make sure to include all your return details inside. We also strongly recommend that you retain the tracking number for your returns parcel, as we do not accept responsibility for any returns that may be lost in transit.
Please note: In the event that you receive a faulty item in your online order, please contact us at online@thelaboratory.com.au with your order number, details of the fault and any relevant photos.
Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.
Change of Mind Return Policy
At The Laboratory we understand that sometimes things don’t fit the way you had hoped and as such, we are happy to provide you with a change of mind return policy subject to the following terms and conditions.
- All items must be returned within 30 days from date of purchase/order
- All items should be unworn, in their original condition with all tags still attached
- Proof of purchase is required
Full price items
In-store: Can be returned for an exchange, in-store credit note or refund.
Online: Can be returned for an exchange or a refund. Return Postage to be paid by customer
The “Change of Mind Return Policy” below will apply when returning items as a result of change of mind.
- In-Store Purchases - The Laboratory will accept the items at any of our stores with proof of purchase.
- Online Purchases - Return Postage is the responsibility of the customer
Sale Items
Online Purchases for Sale Items may be returned for an exchange or a store Gift Card. Please note no refunds will be offered for change of mind returns on sale items.
Store purchases for Sale Items may be returned for an exchange or in-store credit, please note no refunds will be offered for change of mind returns on sale items.
Should you need further assistance regarding this process, please contact our customer service team: online@thelaboratory.com.au
It's important to know that the above policy is in additional to your rights as a consumer in relation to returning products that were unknowingly defected as per the Consumer Guarantee under the Australian Consumer Law. Please see this link for more information in relation to defected products - Consumer guarantees that apply automatically - Consumer Affairs Victoria
