Refund & Return Policy

Last updated: June 20, 2026

At QORAlab, we stand behind the quality of our products and want you to feel confident when shopping with us. We offer a 30-day return policy, which means you have 30 days after the delivery date to request a return.

1. ORDER CANCELLATIONS

To maintain fast and reliable order processing, our fulfillment process is automated. If you need to cancel an order, please contact us as soon as possible at contact@qoralab.com

If your order has not yet been processed or shipped, we will do our best to cancel it. Once an order has been processed, shipped, or is already in transit, it can no longer be cancelled. In that case, you may request a return after the item is delivered, following the return process below.

2.STANDARD RETURN ELIGIBILITY

To be eligible for a standard return, your return request must be submitted within 30 days of delivery.

The item must be returned in the same condition that you received it: unused, clean, undamaged, with all original accessories, manuals, components, and original packaging included.

You will also need to provide your order number, receipt, or other proof of purchase.

Items returned with signs of use, excessive wear, physical damage, liquid damage, missing parts, contamination, modifications, misuse, improper handling, improper cleaning, or unauthorized repair attempts may not qualify for a full refund or may be refused.

3. PRODUCT TESTING AND PERSONAL-CARE DEVICES

Products may be opened only as reasonably necessary to inspect the item and verify that all parts are included.

For beauty, skincare, or personal-care devices, any testing must be done carefully on clean skin and without heavy oils, thick creams, water exposure, improper cleaning, or any substances that may clog, contaminate, or damage the device’s internal mechanisms.

For hygiene and safety reasons, items that are returned used, contaminated, damaged, or not in a clean and resellable condition may be refused or may not qualify for a full refund.

4. HOW TO START A RETURN

To start a return, please contact us at contact@qoralab.com with:

- Your full name

- Order number

- Email address used at checkout

- Reason for return

- Photos or videos if the item is damaged, defective, or incorrect

If your return request is approved, we will send you return instructions, including how and where to send your package.

Items sent back without first requesting and receiving return approval will not be accepted.

Return approval does not automatically guarantee a refund. All returned items are subject to inspection after they are received.

5. RETURN SHIPPING COSTS

For standard returns, customers are responsible for paying their own return shipping costs. Original shipping costs are non-refundable unless the return is due to a confirmed defective, damaged, or incorrect item.

If your item arrives damaged, defective, or incorrect, please contact us at contact@qoralab.com with clear photos or videos of the issue, the packaging, and the shipping label.

After reviewing the evidence, QORAlab may provide a replacement, issue a refund, provide a prepaid return label, reimburse approved return shipping costs, or waive the return requirement if returning the item is not necessary.

Please do not send back a damaged, defective, or incorrect item unless our support team instructs you to do so. Unauthorized returns may not be accepted.

QORAlab does not cover return shipping for items damaged after delivery due to misuse, accidental damage, liquid exposure, improper handling, improper cleaning, unauthorized modifications, or normal wear and tear.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it arrives. If your item is defective, damaged, or if you received the wrong item, contact us immediately at contact@qoralab.com so we can evaluate the issue and make it right.

To help us resolve the issue quickly, please include clear photos or videos of the item, packaging, shipping label, and the issue you are reporting.

If the item is confirmed to have arrived damaged, defective, or incorrect, we will offer a replacement, store credit, or refund, depending on the situation and product availability.

Damage caused after delivery, including accidental damage, misuse, liquid exposure, improper installation, improper cleaning, unauthorized modifications, or unauthorized repair attempts, is not considered a product defect.

7. NON-RETURNABLE ITEMS

Certain items cannot be returned, including:

- Gift cards

- Final sale items

- Personalized or custom-made products

- Items missing original packaging, accessories, manuals, or components

- Items damaged due to misuse, improper handling, improper cleaning, or unauthorized modifications

- Items that are used, contaminated, or not in a clean and hygienic condition

- Hygiene-sensitive items once used, where applicable

If you are unsure whether your item is eligible for return, please contact us before sending it back.

8. EXCHANGES

The fastest way to receive the item you want is to return the original item first. Once your return is accepted, you may place a separate order for the new item.

If your item arrived defective, damaged, or incorrect, we may offer a replacement instead of requiring you to place a new order.

9. REFUNDS

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that your bank, card provider, or payment processor may take additional time to post the refund to your account.

If more than 10 business days have passed since your refund was approved, please contact us at contact@qoralab.com.

10. REFUSED DELIVERIES, UNCLAIMED PACKAGES, AND INCORRECT ADDRESSES

If a package is refused at delivery, not picked up, or returned to sender due to an incorrect or incomplete shipping address provided at checkout, any refund may be subject to a fixed $15 restocking and processing fee.

Original shipping costs are non-refundable in these cases.

This fee does not apply when the return is due to a confirmed defective, damaged, or incorrect item caused before delivery.

Please make sure your shipping address is complete and accurate before placing your order.

11. INTERNATIONAL ORDERS, DUTIES, AND TAXES

For international orders, customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or other charges required by their country.

These charges are not controlled by QORAlab and are generally non-refundable by QORAlab unless required by applicable law.

12. CONSUMER RIGHTS

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

13. CONTACT US

For any questions about returns, refunds, or exchanges, please contact us at:

QORAlab

Email: contact@qoralab.com

898 Portage PKWY, L4K 0J6, Vaughan, Ontario, Canada