Refund policy

Refund & Return Policy

At Morden Health Lab, your satisfaction is our priority. We stand behind every product we ship and want you to feel confident with your purchase. Please read the policy below carefully. By placing an order with us, you agree to the terms outlined here.

Refund & Return Eligibility

To be eligible for a refund, return, or exchange, you must contact our Support Team at contact@mordenhealthlab.org within 180 days of the delivery date shown on your tracking information. Please include your order number and the reason for your request so we can resolve it quickly.

We ask that you reach out to us before sending any product back. Returns sent without prior authorization may not be processed or refunded, as we won't be able to identify the package on arrival.

How Refunds Are Processed

Once we receive and inspect your returned item, we will first offer a replacement if one is available. If a replacement is not available, we will issue a full refund of the product price to your original payment method. Refunds are typically processed within 5 to 10 business days after the returned item arrives at our facility, depending on your bank or card issuer.

Damaged or Defective Items

If your product arrives damaged or defective, please email us at contact@mordenhealthlab.org within 7 days of delivery with:

Your order number
A clear photo of the product and packaging

Our team will arrange a free replacement or full refund without requiring you to return the damaged item in most cases.

Lost or Stolen Packages

It is the customer's responsibility to provide a complete and accurate shipping address at checkout and to ensure the delivery location is safe.

Morden Health Lab is not responsible for packages that are lost, stolen, or misplaced after the carrier has confirmed delivery to the address provided at checkout. This includes packages marked as "Delivered" by the carrier but reported missing by the customer.

If this happens, contact us at contact@mordenhealthlab.org and we will gladly provide:

Proof of delivery
The delivery address on file
Tracking number and delivery date
The shipping carrier's contact information

You can then file a claim directly with the carrier, which is the standard process for resolving these cases.

Exchanges

We typically only replace items that are defective or damaged. If you need to exchange an item for any other reason, please email contact@mordenhealthlab.org and our team will review your request on a case-by-case basis.

Return Shipping

If you would like to return a product, please contact contact@mordenhealthlab.org first for instructions and a return authorization.

Please note:

Customers are responsible for paying their own return shipping costs
Priority shipping fees, expedited handling fees, and tips are non-refundable
Original shipping fees are non-refundable on change-of-mind returns
We recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item

Refused or Unclaimed Packages

If a package is refused at delivery, returned to sender, or unclaimed at the carrier's facility, the customer is responsible for the original shipping cost and any return shipping fees charged by the carrier. These amounts will be deducted from any eligible refund.

Shipping Delays Notice

Due to ongoing global shipping disruptions, some of our shipping partners are experiencing delays. In rare cases, orders may take up to 60 days to arrive. By placing an order, you acknowledge and accept this possibility.

If your order is delayed beyond the estimated window, please contact our support team at contact@mordenhealthlab.org and we will work with you to resolve the issue as quickly as possible.