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Returns & Refunds

Returns & Refunds

We value you as our customer.

When you make a claim, we will reply as fast as we can, and once your claim is validated, we will provide a refund within 14 days. Our Returns and Refunds Policy is clearly laid out below to ensure you are satisfied with your purchase and confident in doing business with Pavlova Labs.

Our Returns and Refunds Policy covers all products purchased from our website.


Returns on Faulty, Damaged, or Incorrect Goods

The Consumer Guarantees Act sets out minimum standards for goods sold on our website.

If you are unhappy with your purchase for any reason, you should contact Pavlova Labs as soon as possible to raise your concerns. We will do everything in our power to solve the issue as quickly as possible.


Faulty Goods

At Pavlova Labs, we pride ourselves on the quality of our products. However, there is always the possibility that one of our products is delivered with a fault or develops a fault in the future.

Under the Consumer Guarantees Act, if one of our products is sold with a deficient or fault, the seller is required to repair, replace, or refund the product. Follow the MAKE A RETURN procedure below to begin the inspection process.


Damaged Goods

We aim to properly package our products to the best of our ability. Occasionally, a parcel may incur damages during delivery. If you suspect your product has been damaged during delivery, please keep the parcel in the condition it came in as the courier may need to inspect it. Follow the procedure below to request a replacement product.


Incorrect Goods

If you received the wrong product, we sincerely apologise for the inconvenience.

You are entitled to an exchange or full refund. Please get in touch with Pavlova Labs to discuss you’re the mistake. We will happily organise an exchange once the incorrect item has been returned in the condition you received it.

Change of Mind

Sometimes we change your mind, we completely respect that and will honour your decision. We just kindly ask you to return the item within 14 days.

Delivery charges however are non-refundable, and we do not cover shipping costs associated with the return. We are happy to issue a refund once the item has been returned in the condition you received your order.



1. Contact Pavlova Labs if you wish to return or exchange a product. The most efficient way is through our customer support email,

2. We will send you clear instructions, including how to package and ship the product. We ask that you follow these instructions to package the item and send it back within 14 days.

3. In the case that your return results in a refund rather than product replacement, your total refund will be the cost of the original product purchase. If you change your mind about your purchase, the shipping charge will not be included in your refund.

We will send the refund to your account after we receive your account number.

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