Refund & Return Policy

At LifeLab we want you to be completely satisfied with your purchase. This policy explains when and how you can return an item and receive a refund or exchange. It applies to purchases made through our online store and forms part of our Terms & Conditions.

Return window

You may request a return within 7 days of receiving your order, provided the item meets the eligibility conditions below. To be eligible, the product must be unused, unopened, and in its original sealed packaging with all labels and protective seals intact.

Items that cannot be returned

For health, safety, and hygiene reasons — and in line with Malaysian consumer regulations for health-related goods — the following cannot be returned or refunded once the seal is broken or the item has been opened:

• Peptides, injectables, and any temperature-sensitive products
• Supplements, consumables, and topical or cosmetic products
• Any product where the safety seal or tamper-evident packaging has been opened or damaged
• Clearance, promotional, or specially discounted items marked “final sale”

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and clear photos of the product and packaging. We will arrange a replacement or full refund at no cost to you. This does not affect your statutory rights under the Consumer Protection Act 1999.

How to request a return

• Contact our team (details below) with your order number and reason for return.
• Wait for our confirmation and return instructions before shipping anything back — returns sent without prior approval may not be accepted.
• Pack the item securely in its original packaging and send it to the return address we provide.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are processed to your original payment method within 7–14 business days. Please note that the timing of the funds appearing in your account depends on your bank or card issuer.

Original shipping fees are non-refundable unless the return is due to our error (a damaged, defective, or incorrect item). Return shipping costs are the customer’s responsibility except in those cases.

Exchanges

If you would like to exchange an eligible item for a different product, please contact us and we will advise on availability and any price difference.