At Foamylab, we want every squeeze to feel soft, satisfying, and just right. If something isn’t quite right with your order, the following policy explains how returns and refunds are handled.
Returns, Refunds, and After-Sales Requests
If you change your mind after receiving your order, receive the wrong product, or discover that your order arrived damaged, defective, or incomplete, you may submit a return or after-sales request after the delivery date shown by the shipping carrier.
To begin the process, please contact the Foamylab customer support team through our official contact page or at support@foamylab.com
Please remain in contact with our customer support team until your request has been fully reviewed and resolved. Returns sent without prior approval, received after the applicable return period, or containing products that do not meet the eligibility requirements may not qualify for a refund.
1. Change-of-Mind Returns
If you no longer want the product after receiving it, you may request a return provided that:
- The request is submitted within 14 days of delivery
- The product has not been used, squeezed, stretched, opened, or removed from its sealed transparent bag
- The original seal sticker remains intact
- The product is returned with its complete original packaging, accessories, gifts, inserts, and promotional items
- The product is not personalized, customized, made-to-order, or marked as final sale
- The product remains in a condition suitable for resale
Customers are responsible for all return shipping costs for change-of-mind returns. Original shipping fees, express shipping charges, customs duties, taxes, and other delivery-related charges are non-refundable.
Foamylab is not responsible for returned packages that are lost, damaged, or incorrectly delivered during return shipping. We strongly recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.
All returned orders will be subject to an additional 3% payment processing fee.
2. Damaged, Defective, Incorrect, or Incomplete Orders
Please contact us within 24 hours of delivery if:
- Your product arrived damaged or defective
- You received the wrong product, color, style, or quantity
- Your order is missing a product, accessory, or component
- The package shows visible signs of damage during delivery
To help us assess the issue, please provide:
- Your order number
- Clear photos of the outer shipping package
- Clear photos showing the shipping label
- Photos of the unopened package and intact seal stickers
- Photos or a short video clearly showing the affected product
- Photos showing the product inside its original transparent bag
- A brief explanation of the issue
We may request additional photos, videos, packaging information, or other evidence when necessary to determine whether the issue occurred during manufacturing, packing, delivery, or handling after delivery.
3. Lost, Missing, or Stolen Packages
Foamylab is responsible for your order until it is transferred to the shipping carrier. Once the carrier’s tracking system marks the package as delivered or shipped, the order will be considered successfully delivered.
Once a package has been marked as delivered by the carrier, Foamylab is not responsible for loss, theft, misplacement, or failure to locate the package. Any investigation or claim must be submitted directly to the shipping carrier by the customer.
Foamylab will not issue a refund or free replacement for a package marked as delivered, including packages that are subsequently lost, stolen, collected by another person, or delivered to an unattended location.
If available, our customer support team may assist by providing the tracking number, shipping confirmation, and other order information needed for the carrier’s investigation. However, Foamylab cannot guarantee the outcome of a carrier claim.
Customers are responsible for providing a complete and accurate shipping address and for ensuring that the delivery location is safe and accessible. Orders delivered to an address entered incorrectly by the customer are not eligible for a refund or free replacement.
4. Keep the Package and Seals Intact
If you believe you may need to return your order:
- Keep the entire package, including the shipping box or mailer, product packaging, transparent bags, seal stickers, labels, accessories, and inserts
- Do not discard any packaging materials until your request has been resolved
- Do not open the sealed transparent bag if the issue can be identified without opening it
- Do not tear off or damage the seal sticker
- Do not use, squeeze, stretch, wash, modify, or attempt to repair the product
Opening or using the product may affect our ability to determine the cause of the issue and could make the product ineligible for return or refund.
5. Damaged Products Inside Transparent Bags
If you notice damage after opening the outer package but the product is still inside its transparent bag:
- Do not remove the product from the transparent bag
- Do not squeeze, stretch, or test the product
- Take clear photos or a video showing the damage through the bag
- Photograph the transparent bag, seal sticker, and surrounding packaging
- Contact Foamylab customer support before taking further action
This evidence allows us to determine whether the damage occurred during production, packing, transportation, or after the product was handled.
If the product is removed from the bag, used, stretched, or further damaged before we can review it, we may be unable to approve a full refund or replacement.
6. Contact Us Before Returning Anything
All returns require prior authorization from Foamylab.
Please do not send a product back without first contacting our customer support team. After reviewing your request, we will provide:
- Confirmation of whether your return is approved
- The correct return address
- Instructions for packaging the return
- Any other information required to complete the process
Products returned without authorization, sent to the wrong address, sent using cash-on-delivery services, or returned without sufficient identifying information may be refused and may not be refunded.
The return address shown on the original shipping package may not be our authorized return facility. Please use only the return address provided by our customer support team.
7. Return Shipping Requirements
After your return has been approved:
- Ship the product within the period specified by our customer support team
- Package the product securely to prevent damage during transit
- Include all original packaging, accessories, gifts, and components
- Use a trackable shipping method
- Send the tracking number to our customer support team
For change-of-mind returns, return shipping costs are the customer’s responsibility.
If Foamylab confirms that the product was damaged, defective, incorrect, or incomplete due to our error, we may provide a replacement, refund, or other appropriate solution. Whether the product must be returned will depend on the specific circumstances.
8. Return Inspection
Receiving a returned package does not automatically guarantee a refund.
Once the return reaches our facility, we will inspect it to confirm:
- The correct product was returned
- The product has not been used, squeezed, stretched, washed, modified, or damaged
- The original packaging and seal stickers are intact
- All accessories, gifts, and components are included
- The return meets the eligibility conditions stated in this policy
We will notify you after the inspection has been completed and let you know whether the refund has been approved, partially approved, or declined.
9. Refund Amount
If your return is approved, the refundable amount will normally cover the purchase price paid for the eligible returned product.
The following charges are generally non-refundable:
- Original shipping charges
- Express or upgraded shipping fees
- Return shipping costs
- Customs duties, import taxes, and handling fees
- Gift wrapping or other optional service fees
- Discounts, coupons, or promotional value not paid by the customer
If a returned product is missing packaging, accessories, gifts, or components, or shows signs of handling that reduce its value, Foamylab may deduct an appropriate amount from the refund or refuse the return.
10. Refund Method and Processing Time
Approved refunds will be issued to the original payment method used at checkout. Refunds cannot normally be transferred to another card, bank account, or payment method.
After the refund has been issued, please allow approximately 5–10 business days for your bank, card issuer, or payment provider to process and display the funds. Processing times may vary depending on the financial institution and are outside Foamylab’s control.
If the refund has not appeared after the expected processing period:
- Check with your bank, card issuer, or payment provider
- Confirm that you are checking the original payment account
- Contact FoamyLab customer support if further assistance is required
11. Replacements, Full Refunds, and Partial Refunds
Depending on the circumstances and available evidence, Foamylab may offer:
- A replacement product with the same specifications
- A full refund
- A partial refund
- Another reasonable resolution agreed upon by both parties
The appropriate solution will be determined based on the nature and severity of the issue, product availability, and the evidence provided.
Foamylab may offer partial compensation when the product remains usable and the issue does not substantially affect its intended function or appearance.
12. Non-Returnable Situations and Products
We cannot accept returns or issue refunds if:
- The request is submitted after the return period
- The product has been opened or used without a confirmed defect
- The product has been squeezed, stretched, torn, punctured, washed, modified, or repaired
- Damage was caused by excessive force, sharp objects, improper storage, heat, chemicals, pets, children, or misuse
- The original packaging, transparent bag, seal sticker, accessories, or gifts are missing
- The customer cannot provide reasonable photos, videos, or order information
- The product was returned without authorization
- The returned package contains a different product
- The product is personalized, customized, made-to-order, or final sale
- The issue consists only of normal handmade variations or ordinary wear
Minor variations in color, shape, weight, surface texture, decoration, softness, or handmade details are not considered manufacturing defects unless they substantially affect the product’s intended use.
13. Handmade Product Variations
Many Foamylab products are individually handmade. Slight differences in color, shape, weight, texture, surface finish, decoration, or other small details may naturally occur.
These minor variations are part of the handmade character of each product and are not considered defects. Product colors may also appear slightly different depending on lighting, photography, and screen settings.
14. Sale and Promotional Products
Products purchased during a sale, clearance event, or special promotion are considered final sale and are not eligible for returns or refunds, unless they arrive damaged or defective.
15. Additional Conditions
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This policy applies only to purchases made directly through the official Foamylab website
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All returns require prior approval from Foamylab
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Returned products must include their original packaging and any accessories received with the order
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Normal wear, minor surface marks, handmade variations, or changes caused by regular use are not considered manufacturing defects
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Foamylab reserves the right to refuse returns that do not meet the conditions stated in this policy
If you have any questions or concerns about your order, please contact us. We’re always happy to help make your Foamylab experience feel good—from the first squeeze to the last.