Refund policy


Return and Refund Policy

Last updated: September 3, 2026

Thank you for shopping at ScrubLab. We want you to be completely satisfied with your purchase. Because we fulfill and ship our items through global fulfillment partnerships (including CJ Dropshipping), our return and refund policy is structured around the guidelines below.

Please read this policy carefully before requesting a return, exchange, or refund.

1. Eligibility for Returns

We accept return or refund requests under specific conditions. To be eligible for a return:

  • Timeframe: You must contact us within 15 days of receiving your package anywhere within the UAE. Requests made after 15 days of delivery cannot be accepted.

  • Condition: Items must be unused, unwashed, in their original packaging, and in the exact condition you received them.

2. Valid Reasons for Refunds or Replacements

Because our inventory is dispatched through international logistics channels to our customers across the UAE, refunds or free replacements are issued for the following verified issues:

  • Damaged or Defective Items: If an item arrives broken, defective, or heavily damaged, please contact us immediately with clear photo or video proof of the damage.

  • Incorrect Item Received: If we or our fulfillment partners sent the wrong product variant.

  • Lost in Transit: If tracking information shows that a package has been lost in transit or fails to arrive within the maximum delivery window specified for the UAE.

3. Non-Refundable Situations

We cannot offer refunds, returns, or replacements in the following cases:

  • Incorrect Address Provided: If a package fails to deliver or is returned because the customer entered an incorrect or incomplete shipping address within the UAE at checkout.

  • Buyer's Remorse: If you simply change your mind or no longer want the item after it has been shipped.

  • Customs Delays: Delays caused by UAE local customs clearance processes or local courier backlogs are outside our control and do not qualify for immediate refunds while packages are still en route.

4. Return Shipping Process

If your return request is approved:

  • Do not ship any items back to our Dubai office or directly to the manufacturer without contacting us first, as return shipping addresses vary depending on the fulfillment warehouse.

  • In cases of verified defects or wrong items, we will guide you through the next steps, which may include a full refund or a free reshipment without requiring a physical return.

5. Processing Refunds

Once your return request is reviewed and approved, your refund will be processed. A credit will automatically be applied to your original method of payment (such as your credit card or Apple Pay via Stripe) within a certain number of days, depending on your bank's processing times.

Contact Us

If you have any questions about our return and refund policy, or if you need to report a damaged or incorrect order, please reach out to us at karnoss.store@gmail.com.