1
Document the Issue
Take clear photos of the product, packaging, label, and any visible damage or discrepancy as soon as the order arrives.
Order Issue Policy
Returns & Refunds
Reviewed case-by-case
If an order arrives damaged, incorrect, or has a verified documentation issue, contact PSL Labs with your order number and clear photos so the issue can be reviewed.
Reporting order issues
Order issues should be reported promptly after carrier-confirmed delivery. The applicable review period will be stated in the final Returns and Shipping policies before checkout is enabled.
Damage / Issue Protection Policy
PSL Labs reviews order issues on a case-by-case basis. If an item arrives damaged in transit, incorrect, or does not match the available batch documentation, customers should contact support with clear photo evidence and their order number. Approved claims may be eligible for a one-time replacement or another resolution at PSL Labs' discretion.
How Returns Work
2
Contact Support
Email support@psllabs.org with your order number, photos, and a short description of the issue.
3
Review & Resolution
PSL Labs will review the claim and respond with next steps. Approved claims may be eligible for a replacement or other resolution.
Eligibility
Eligible for Review
- Products damaged during transit with clear photo evidence
- Incorrect item received
- Missing item from order
- Product/documentation mismatch
- Verified batch documentation issue
Not Eligible
- Claims without photo evidence
- Products without proof of purchase
- Products altered, opened, mishandled, or improperly stored after delivery
- Change-of-mind returns
- Requests submitted outside the applicable review period once stated in the final policy
- Suspicious, excessive, or unverifiable claims
Timeline
Issue submitted
Customer emails support@psllabs.org with photos and order number.
Claim reviewed
Most claims are reviewed within 1–3 business days.
Resolution provided
If approved, PSL Labs will provide the next steps for replacement or another resolution.
Important Disclaimer
All claims are subject to review and may be denied if evidence is incomplete, unverifiable, or inconsistent with the policy. PSL Labs reserves the right to deny excessive, suspicious, or unsupported claims. This policy does not override any applicable laws, carrier policies, or product-specific restrictions.
Need help with an order?
Contact SupportPlease include your order number and clear photos when contacting support.