Refund policy

Returns & Refunds Policy

Effective date: May 26, 2026

This Returns & Refunds Policy (“Policy”) explains how returns, exchanges, and refunds work for purchases made through The Plated Lab (the “Store,” “we,” “us,” or “our”) at theplatedlab.com.

1) Eligibility window

Because most items are custom-made, all custom/personalized orders are final sale and are not eligible for returns or refunds, except where required by law or if the item arrives damaged/defective/incorrect.

For any non-custom items (if offered), you may request a return within 7 days of delivery.

2) Return conditions (physical items)

To be eligible for a return, items must be:

  • in original packaging (if applicable)
  • accompanied by proof of purchase (order number, receipt, etc.)

We may refuse returns that show signs of use, damage, or missing parts not due to our error.

3) Non-returnable / non-refundable items

Unless required by law, the following are not eligible for return or refund:

  • gift cards
  • personalized or custom-made items
  • services that have already been performed or started (where permitted)

4) Exchanges

If your custom-made item arrives damaged/defective/incorrect, contact us and we’ll work with you to make it right. Depending on the situation, we may offer:

  • a remake/replacement (preferred), or
  • store credit, or
  • a refund (only when a replacement isn’t feasible or required by law)

5) How to start a return

Email us at tpl@theplatedlab.com with:

  • order number
  • item(s) you want to return
  • reason for return
  • photos (required for damaged/incorrect items)

If approved, we’ll provide return instructions and the return address. Do not send items back without approval.

6) Shipping costs & responsibility

  • Return shipping (non-custom items): Customer pays return shipping unless the item is defective/incorrect.
  • Original shipping fees: Not refunded.
  • You are responsible for ensuring the return reaches us. We recommend a tracked shipping method.

7) Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos and your order number. We’ll work with you on a replacement, exchange, or refund.

8) Refunds (timing & method)

If a refund is approved:

  • refunds are issued to your original payment method
  • processing typically takes 5–10 business days
  • your bank or payment provider may take additional time to post the refund

10) Order cancellations

If you need to cancel an order, contact us as soon as possible. Cancellations are only possible if the order has not been processed or shipped.

If an order is canceled, any deposit paid is forfeited.

11) Chargebacks

If you have an issue with an order, please contact us first so we can help. Unresolved issues may lead to chargeback disputes; we’ll share relevant order and communication details with the payment processor as needed.

13) Contact

The Plated Lab

Email: tpl@theplatedlab.com