Thank you for shopping with LAB HEENOOR. This policy explains how we prepare and ship your order, how shipping charges are calculated, and what to expect after placing an order.

Order Processing

Orders are prepared for dispatch within 1–2 business days.

Order processing time is separate from the estimated delivery times listed below.

Shipping Methods & Delivery Times

Available shipping methods are displayed at checkout based on your delivery address and order.

The estimates below refer to transit time after dispatch and do not include order processing time. All delivery estimates are expressed in business days.

Zone A — Hong Kong & Macau
Estimated delivery: 3–6 business days after dispatch.

Zone B — Taiwan, Japan & South Korea
Estimated delivery: 5–8 business days after dispatch.

Zone C — Malaysia, Singapore & Thailand
Estimated delivery: 7–12 business days after dispatch.

Zone D — Spain, United Kingdom, Germany, France, Italy, Austria, Netherlands, Belgium & Australia
Estimated delivery: 7–12 business days after dispatch.

Zone E — United States
Estimated delivery: 7–12 business days after dispatch.

Delivery times are estimates, not guaranteed arrival dates. Transit may take longer during peak shopping periods, public holidays, customs clearance, or carrier disruptions. Public holidays at the destination may also affect delivery times.

Shipping Costs

Shipping charges are calculated at checkout based on your destination, order weight, and selected shipping method.

Free standard shipping may be available on eligible orders.

Please review all charges and your final order total before completing your purchase.

Customs & Duties

LAB HEENOOR orders are shipped on a Delivered Duty Paid (DDP) basis.

Applicable duties and import taxes are included in the order total shown at checkout. LAB HEENOOR will arrange payment of these charges through the shipping process.

You should not be required to pay additional duties or import taxes upon delivery. If customs authorities or your carrier request payment, please contact service@labheenoor.com before making payment so we can verify the charges and help resolve the issue.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation with a tracking number so you can follow your package’s delivery progress.

Tracking information may not be available immediately and may take some time to update after dispatch.

Shipping Destinations

LAB HEENOOR currently ships to the following destinations:

Hong Kong, Macau, Taiwan, Japan, South Korea, Malaysia, Singapore, Thailand, Spain, United Kingdom, Germany, France, Italy, Austria, Netherlands, Belgium, Australia, and United States.

If your destination is not listed, please contact us before placing your order to check whether shipping is available.

Address Accuracy

Please ensure your delivery address is complete and accurate before placing your order.

If you need to correct or update your address, contact service@labheenoor.com as soon as possible with your order number and the correct address.

Address changes are subject to confirmation and may not be possible once your order has entered fulfillment or been dispatched.

Lost, Damaged, or Delayed Packages

If your package appears to be lost, arrives damaged, or has not arrived within the estimated delivery window, please contact service@labheenoor.com with your order number and tracking details.

For damaged items, please also include photos of the item and packaging, and retain the packaging while we review the issue.

We will investigate with the carrier and contact you with the outcome and available next steps. Any replacement or refund will depend on the circumstances of your order and the investigation outcome.

Our investigation with the carrier does not limit your statutory rights or extend any applicable refund deadlines.

Order Changes & Cancellations

If you need to change or cancel your order, please contact service@labheenoor.com as soon as possible and include your order number.

Please contact us as soon as possible if you need to change or cancel your order. We may be unable to change the order or stop the shipment once fulfillment has begun. This does not affect your statutory cancellation or return rights. Please refer to our Returns & Refund Policy for details.

If your cancellation is confirmed, we will process your refund to the original payment method. The time it takes for the refund to appear in your account depends on your payment provider.

If your order has already been dispatched and you wish to return it, please refer to our Return & Refund Policy for eligibility and instructions.

Contact Us

For questions about shipping or assistance with your order, please contact our team at service@labheenoor.com.

Our 30-Day Policy

You may request a return or refund within 30 days of receiving your item by contacting service@labheenoor.com.

For change-of-mind requests under our voluntary 30-day policy, items must be unused, in their original condition and packaging, and include any labels and accessories originally supplied, where applicable. Please provide your order number or proof of purchase.

These conditions do not affect your statutory cancellation rights or your rights concerning faulty, damaged, or incorrect goods.

How to Request a Return or Refund

Please email service@labheenoor.com with your order number and details of your request. If your item is faulty, damaged, or incorrect, please describe the issue and include photos where possible.

We will review your request and confirm the available resolution, including whether you need to return the item. Please retain the item and any available packaging while we review your request.

Please do not send any items back before we have confirmed that a return is required and provided the return address and instructions. If a return is necessary, we will also explain any applicable return shipping costs.

For change-of-mind returns, you are responsible for return shipping costs unless we agree otherwise or applicable law requires otherwise. If a return is required because the item is faulty, damaged on arrival, or incorrect, we will cover the necessary return shipping costs.

Missing original packaging does not, by itself, affect your statutory rights concerning faulty, damaged, or incorrect goods.

This process does not affect your statutory cancellation rights or any applicable return or refund deadlines.

Exchanges

If you would like a different item, please contact us to arrange a return or refund under this policy. You can then make a separate purchase for the new item.

This does not affect any statutory right to a replacement for faulty or incorrect goods.

European Union & United Kingdom Cancellations

If you are a consumer in the European Union or the United Kingdom purchasing online, you generally have the right to cancel without giving a reason within 14 days after the day you receive your goods, unless an exemption applies.

To cancel, email service@labheenoor.com with a clear statement of your decision to cancel.

We will confirm whether a return is required and provide instructions where necessary. Please contact us before sending any goods back so we can provide the correct return address. If a return is required, the goods must be sent back within 14 days after you notify us of your cancellation. Our review process does not extend this deadline or make your statutory cancellation subject to our approval.

We will refund eligible cancellations without undue delay and no later than 14 days after receiving your cancellation notice, including the product price and any standard delivery charges you paid.

Refund Processing

We will review your request and notify you of the outcome.

If no return is required, approved refunds will be issued to your original payment method within 10 business days of approval, or sooner where required by applicable law.

If a return is required, we will inspect the item promptly upon receipt and confirm the refund outcome. Approved refunds will be issued to your original payment method within 10 business days of approval, or sooner where required by applicable law.

Your bank or payment provider may need additional time to post the refund. If you have not received it within 15 business days of approval, or an applicable refund deadline has passed, please contact service@labheenoor.com.

These general processing timeframes and our review procedures do not override any applicable statutory refund deadlines, including the cancellation refund timeframe stated above.

Your Statutory Rights

This policy does not limit your rights under applicable consumer protection laws, including rights concerning faulty, damaged, misdescribed, incorrect, or undelivered goods, or goods not delivered within the required or agreed timeframe.

Contact

For return or refund requests, cancellations, exchanges, or other questions, please email service@labheenoor.com.