Refund policy

Return Window:
You have 30 days from delivery date to request a return. Balm must be unused,
unopened, sealed, and in its original packaging.

Non-Returnable Items:
Opened or used balm (due to hygiene standards)
Discounted or final-sale items

Returns & Exchanges:
To initiate, contact us via email or our returns portal with your order number and reason.
Once approved, we’ll issue a prepaid return shipping label for defective/mis-shipped
items; otherwise, return shipping costs are the customer’s responsibility.
Ship items back within 7 days of label issuance.

Inspection & Restocking:
Items are inspected upon receipt.
A 15% restocking fee may apply if packaging shows minor damage but product is
unused.
Returns may be refused or disposed of, if signs of use or contamination are found

Refunds:
Issued to original payment method within 5 business days after inspection
Store credit or exchange available; restocking fee waived for exchanges

Fraud & Abuse Protection:
We reserve the right to deny returns for suspicious activity or repeated misuse patterns.

Return-less Refunds:
For low-cost (≤$10) or defective items, we may offer a refund without requiring return

Contact & Updates:
Returns are processed via Shopify; refund timelines may vary
For questions, email us at support@ntrlabs.com or use store chat portal
Policy is updated periodically; applies to orders after the update date

Why This Protects Both You & Us:
Adheres to Shopify’s recommended 30-day return window
Hygiene standards protect product integrity
Prepaid labels and restocking fees limit losses
Fraud checks align with Shopify’s anti-abuse best practices