Refund policy

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

To be eligible, the item must be in the same condition as received, unworn or unused, with all original packaging. You will need your order number or proof of purchase.

To start a return, contact hello@substancelab.eu with your order number. Once your request is approved, you will receive return instructions and the return address in Amsterdam, The Netherlands. Returns must be shipped with track and trace and are at your own expense.

Items sent back without prior approval will not be accepted.

Exchanges
We do not offer direct exchanges. If you want a different item or size, return the original item and place a new order once your return is approved.

Refunds
Once your return is received and inspected, you will be notified of the approval. If approved, the refund will be issued to your original payment method within 10 business days. Processing times depend on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, contact hello@substancelab.eu.