Returns & Exchanges must be in new, unworn condition with tags, in the state you received them and made within 30 days from when you've received your item(s).
Return cost will be at the customer's expense and we suggest sending via a trackable method as no responsibility is taken for undelivered returns.
We reserve the right to refuse worn or damaged merchandise.
All embroidered items are final and cannot be returned for refund or exchange.
REQUEST A RETURN/EXCHANGE
1. To request a return/exchange (excluding sale & embroidery items), simply follow this link here.
2. Please have your order number and email/phone number ready.
3. If you are returning more than one of the same item, please ensure you select each items individually.
4. Upon completion, you will be sent a confirmation email, with a summary of the items selected to be exchanged/returned. Please ensure you check that all items have been included.
5. Our fulfilment team will review and approve/reject your request. Once approved, changes cannot be made to your request - you will receive an email with details in regards to where to send your item. If you have selected to drop your items off at Australia Post, there will be a payment option in your confirmation email for your to complete. Once completed, please print and attach your label to your item.
*Please note - sometimes our emails do end up in your junk/spam folder. Please make sure you've checked it before contacting us.
6. Please ensure you include your packing slip with your item(s).
7. Once your request has been processed, you will receive an email notification. Please note, it can take up to 3-7 business days to process returns once received in our warehouse.
Any items that do not meet these criteria will not be valid for any return. Any items returned to Scrub Lab without approval will be returned at the customers' expense.
At Scrub Lab, we understand your purchase may not be suitable and you may wish to return/exchange your purchase. Subject to the Conditions and Exceptions below, if you change your mind about a purchase, Scrub Lab agrees as follows:
If within 30 days from the date of delivery you can change your mind about:
- Full price: Scrub Lab agrees to offer you a refund/exchange. Refunds will be processed via the original method of payment.
- Postage is at the customer’s expense and we suggest sending via trackable method as no responsibility is taken for undelivered returns.
EXCLUDED CHANGE OF MIND ITEMS
- Goods purchased as/labelled FINAL SALE or discounted at 40% or more will not be eligible for refunds/exchange for change of mind - please choose carefully.
Promotional and discount codes are valid on full-price merchandise only. The discount does not apply to personalisation, gift cards, sale items or items which are already discounted.
Promotional and discount codes are not to be used in conjunction with other promotional and discount codes.
AFTERPAY EXCHANGE/RETURN POLICY
EXCHANGE: Your return will be processed as per normal and your Afterpay instalments will remain the same
REFUND: The refunded amount all depends on the current status of your Afterpay payments.
The total amount of the instalments you have paid will be refunded. Any instalments you have not yet paid will be cancelled.
Goods can be returned subject to the following conditions:
- Goods must be returned in their original condition (unworn, unused, unwashed, and still have the original tags attached) and include all original packaging.
- All returns must be accompanied with your invoice as proof of purchase
- Goods must be packed securely, all tags attached, in a postage bag together with your original tax invoice.
- Goods being returned for change of mind must be in their original condition and in their original packaging
- Once your return has been processed you will receive an email notification. It can take up to five business days to process returns once received by us
- Scrub Lab does not accept any liability for goods lost or damaged in transit. It is recommended customers purchase a Registered Post sticker from Australia Post for tracking purposes
- All returns remain the responsibility of the purchaser until received by Scrub Lab
INCORRECT OR FAULTY ITEMS
We will do our very best to ensure that every item dispatched is correct and of the highest quality. However, should you receive an incorrect/faulty item, please email email@example.com with this information as soon as possible, so we can authorise your return. We will send out your correct item as soon as we receive the incorrect item.
- To complete your request, simply follow this link here and select Incorrect/Faulty Item.
- Please provide photos and descriptions of the product.
- Once completed, our team will review and approve your request
- Please ensure all items are returned unworn, with all tags attached
Please also note that we can refuse to replace or refund if:
- the item has no discernible fault
- you misused the product in a way that led to the fault
- you are unclear about the fault or what you wanted
- the item was declared faulty at the point of sale & you were aware of this and/or there was reasonable markdown in price due to an obvious flaw
Scrub Lab will assess the goods to determine whether they meet the above Conditions for return/exchange. Scrub Lab reserves the right not to approve a return request if the goods being returned do not meet the above Conditions.