Refund Policy

Returns and Exchanges Policy

At The Layer Lab, we create pieces under a rigorous design and curation standard. In accordance with our brand guidelines, returns are strictly accepted only in the event that a garment features a manufacturing defect or quality issue.

To report a defective item and request a return, you must contact us within a maximum period of 5 business days from the moment you receive the product.

Return Conditions

For an item to be eligible for a return due to defects, it must strictly meet the following requirements:

• Original Condition: It must be in the exact condition as received—unworn, unwashed, and unaltered.

• Tags: It must retain all its original tags intact.

• Packaging: It must be returned in its original packaging.

• Proof of Purchase: It must include the digital receipt or proof of purchase.

How to Initiate the Process

Please contact our customer care team via email at shopthelayerlab@gmail.com or via WhatsApp at +57 3157984825.

You must provide clear photographic or video evidence of the defect. Once our team inspects the case and if your request is approved, we will send you detailed instructions on how and where to ship the package.

Important Note: We will not accept items sent back to us without a prior return request being submitted, evaluated, and approved through our email or WhatsApp.

Refunds

We will notify you once we have received and physically inspected the defective garments to confirm the final approval of your refund.

If approved, the refund will be automatically processed through your original payment method within a maximum period of 15 business days. Please keep in mind that your bank or credit card issuer may require additional time to post the refund to your account.

If more than 15 business days have passed since your return was approved and you have not yet received your refund, please write to us at shopthelayerlab@gmail.com.

Issues and Defective Garments

We highly recommend thoroughly inspecting your order upon delivery. If you notice that a garment has a manufacturing defect, is damaged, or if you received the incorrect item, please contact us immediately at shopthelayerlab@gmail.com or via WhatsApp at +57 3157984825 so we can evaluate the issue and resolve it promptly.

Exceptions and Non-Returnable Items

Due to their nature, the following items are not eligible for exchanges or returns:

• Custom-made garments or products with specific personalizations.

• Items purchased during sales, special promotions, or clearance section.

• Gift cards.

Size or Reference Exchanges

• Timeframe: You have 30 calendar days from the date you receive your order to request an exchange.

• Direct Process: To coordinate this, the process will be managed personally by our team:

  1. Write to us at shopthelayerlab@gmail.com or via WhatsApp, notifying us of your case and the reason for the exchange.

  2. Once the request is approved, you must ship the original item to the address provided by our team.

  3. As soon as we receive and inspect the garment, we will proceed to ship your new replacement item, subject to inventory availability.
     
     ⚠️ Important Shipping & Duties Note for Exchanges: All return shipping fees, transport costs, and any additional customs duties or import taxes incurred during the exchange process are the sole responsibility of the customer.