Refund policy
REFUND & RETURN POLICY
Last updated: September 24, 2026
At ProLab345, operated by Digital ADS Professional Group S.L., we want our customers to shop with confidence.
This Refund & Return Policy explains the conditions under which returns, refunds, replacements, and order cancellations may be requested.
Please read this policy carefully before making a purchase.
1. 14-DAY RETURN POLICY
You may request a return within 14 days of receiving your order.
To be eligible for a return, the product must be unused, unopened, and in its original condition and packaging.
Because we sell skincare and cosmetic products, we generally cannot accept returns of products that have been opened, used, unsealed, or otherwise altered after delivery for health, hygiene, and safety reasons, except where the product is defective, damaged, incorrect, or applicable law provides otherwise.
Proof of purchase or your order number may be required.
To request a return, please contact:
administracion@adsdigitalrpro.com
Please include your order number and the reason for your return.
Do not send a product back without contacting us first. Returns sent without prior authorization or to an unauthorized address may not be accepted.
2. RETURN ADDRESS
ProLab345 works with specialized third-party fulfillment and logistics partners.
As a result, the appropriate return address may vary depending on the product, order, and fulfillment location.
Before returning any product, you must contact us at:
administracion@adsdigitalrpro.com
Our customer support team will provide the applicable return instructions and return address.
Do not return products to the address shown on the original shipping package unless we specifically instruct you to do so.
3. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Please inspect your order as soon as possible after delivery.
If your product arrives damaged, defective, or you receive an incorrect product, please contact us as soon as reasonably possible at:
administracion@adsdigitalrpro.com
Please provide:
• Your order number
• A description of the issue
• Clear photographs or video showing the product
• Photographs of the packaging where relevant
Once we review your request, we will determine the appropriate resolution.
Depending on the circumstances, this may include a replacement, refund, or another remedy available under applicable law.
4. SKINCARE AND COSMETIC PRODUCTS
For health, hygiene, and safety reasons, skincare and cosmetic products that have been opened, used, unsealed, or tampered with are generally not eligible for return due to a change of mind.
This restriction does not affect any rights you may have if a product is defective, damaged, incorrectly supplied, or otherwise covered by mandatory consumer protection laws.
If you experience an unexpected reaction or other issue after using a product, discontinue use and contact us at:
administracion@adsdigitalrpro.com
Please include your order information and details regarding the issue.
5. NON-RETURNABLE ITEMS
Subject to applicable law, we generally cannot accept returns for:
• Opened or used skincare and cosmetic products
• Products with broken or removed hygiene seals
• Products damaged after delivery through misuse or improper storage
• Gift cards, if offered
• Products specifically identified as final sale, where legally permitted
If you have questions about whether your product is eligible for return, please contact us before sending it back.
6. CHANGE-OF-MIND RETURNS
If you change your mind about your purchase, you may request a return within the applicable 14-day return period.
The product must remain unused, unopened, and in its original condition and packaging.
Unless otherwise required by applicable law, customers may be responsible for return shipping costs for change-of-mind returns.
7. RETURN SHIPPING COSTS
If you are returning an eligible product because you changed your mind or ordered the wrong product, you may be responsible for the cost of return shipping.
If the product is defective, damaged upon arrival, or incorrect due to an error attributable to ProLab345 or our fulfillment partners, we will provide an appropriate remedy in accordance with applicable law.
Return shipping instructions will be provided after your return request has been reviewed.
8. REFUNDS
Once an eligible returned product has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.
Original shipping costs, expedited shipping charges, and other delivery-related fees may be non-refundable, except where required by applicable law or where the return results from an error attributable to us.
9. LOST OR UNDELIVERED ORDERS
If your tracking information indicates that your order has not been delivered within the estimated delivery timeframe, please contact:
administracion@adsdigitalrpro.com
We will review the shipment information with the applicable fulfillment partner or shipping provider and determine the appropriate next steps.
If an order cannot be delivered because the customer provided an incorrect or incomplete shipping address, additional shipping costs may apply if reshipment is requested, subject to applicable law.
10. ORDERS MARKED AS DELIVERED
If your tracking information shows that your order was delivered but you cannot locate it, please first:
• Verify the shipping address associated with your order
• Check around the delivery location
• Check with other members of your household
• Check with neighbors or building management where appropriate
• Review any delivery information or photograph provided by the carrier
If you are still unable to locate your package, contact:
administracion@adsdigitalrpro.com
We will review the available shipment information and assist you with the appropriate next steps.
11. ORDER CANCELLATIONS
You may request cancellation before your order has entered processing or fulfillment.
Because orders may be transmitted to our fulfillment partners shortly after being placed, we cannot guarantee that a cancellation request can be completed after processing has begun.
To request a cancellation, contact:
administracion@adsdigitalrpro.com
If your order has already been processed or shipped, you may need to wait until you receive it and then request a return in accordance with this policy.
12. EXCHANGES
If you receive a damaged, defective, or incorrect product and would prefer a replacement, please contact us.
Where appropriate and subject to product availability, we may arrange a replacement.
For other exchanges, we may require you to return the eligible original product and place a new order.
13. INTERNATIONAL CUSTOMERS
ProLab345 primarily serves customers in the United States but may offer products in additional countries and regions.
Return procedures, shipping costs, and consumer rights may vary depending on the customer's location.
Nothing in this Refund & Return Policy is intended to exclude, restrict, or override consumer rights that cannot legally be waived under applicable law.
14. EUROPEAN UNION / EEA CUSTOMERS
Customers located in jurisdictions where mandatory consumer withdrawal rights apply may have additional statutory rights beyond this policy.
Nothing in this policy limits any mandatory rights available to consumers under applicable European Union, EEA, or national consumer protection laws.
Certain exceptions to withdrawal rights may apply to sealed goods that are not suitable for return for health protection or hygiene reasons after they have been unsealed, where permitted by applicable law.
15. POLICY ABUSE AND FRAUD
To the extent permitted by applicable law, we reserve the right to investigate and refuse return or refund requests involving suspected fraud, abuse, manipulation, or material misrepresentation.
This does not affect legitimate consumer rights regarding defective, damaged, incorrectly supplied, or non-conforming products.
16. CONTACT US
For returns, refunds, replacements, damaged products, or cancellation requests, please contact:
ProLab345
Operated by Digital ADS Professional Group S.L.
Email:
administracion@adsdigitalrpro.com