Refund policy

Return & Exchange Policy

Last updated: June 1, 2026

We want you to love your purchase from Dulce Lab. If you are not completely satisfied, we are here to help.

14-Day Return Window

You may request a return or exchange within 14 days of receiving your order. We only accept returns and exchanges for products that are unopened and unused, in their original packaging and condition, with all seals intact.

For hygiene and safety reasons, any fragrance or personal-care product that has been opened, used, or had its seal broken cannot be returned or exchanged unless it arrived damaged, defective, or incorrect.

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Products that have been opened or used (except where damaged, defective, or incorrect)

  • Items not in their original condition or packaging

  • Items returned more than 14 days after delivery

  • Sale or clearance items marked as final sale

How to Start a Return or Exchange

  1. Contact us at business@officialip.com within 14 days of delivery, including your order number and the reason for your return.

  2. Our team will review your request and, if approved, provide return instructions and the return address.

  3. Pack the item securely in its original packaging and ship it back to the address provided.

Please do not send items back before receiving confirmation and instructions from us.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and photos of the issue. We will arrange a replacement or full refund at no extra cost to you.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

The original shipping cost (where applicable) is non-refundable. For returns due to a change of mind, return shipping costs are the responsibility of the customer. For damaged, defective, or incorrect items, we cover all return shipping.

Exchanges

If you would like to exchange an item for a different product, please contact us. Subject to availability, we will arrange the exchange following the same eligibility rules above.

Contact Us

Company: Hong Kong Gordonov Limited Email: business@officialip.com