Refund & Return Policy

Last updated: April 23, 2026

Our 60-Day Results-Based Money-Back Guarantee

We stand behind the effectiveness of our product. If you have been using the Vale Labs serum as directed for up to 60 days and you have not seen visible improvement in hair shedding, thinning, or density, we will issue a full refund of your purchase price.

How the Guarantee Works

To qualify for a refund under our 60-Day Results-Based Guarantee, the following conditions must be met:

• Baseline photos: You must provide clear before photos of the affected area of your scalp, taken on or before your purchase date, or within 7 days of your first order.

• Follow-up photos: You must provide clear after photos of the same area, taken within the 60-day window (no later than 60 calendar days from the date of your original order), showing that your condition has not visibly improved.

• Photo requirements: Before and after photos must be taken under similar conditions — same angle, lighting, distance, hair style, and zone of the scalp. Photos must be unedited, unfiltered, and include a visible date stamp or be submitted with metadata intact. Blurry, cropped, or altered images may result in denial of the claim.

• Product return: You must return any remaining, unused product to us at your expense. A prepaid return label or return address will be provided upon approval of your refund claim.

• Consistent use: The product must have been used as directed throughout the guarantee period. We reserve the right to deny refund claims where usage was clearly inconsistent with the recommended directions (e.g., a full 60-day supply remains unopened or mostly unused).

How to Submit a Guarantee Claim

To initiate a refund under the 60-Day Guarantee, contact our customer support team and include:

• Your order number

• Your baseline before photos with date

• Your follow-up after photos with date (taken within the 60-day window)

• Your name and contact information

Our team will review your submission within 5 business days. If your claim is approved, we will provide return instructions for any remaining product and issue a full refund to your original payment method within 7–10 business days of receiving the returned product.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, we will make it right. Claims must be submitted within 30 days of receiving your order. For packages lost in transit, claims must be submitted within 30 days of the estimated delivery date.

If your claim is approved, we will either:

• Ship a replacement within 3 business days, or

• Issue a refund to your original payment method within 7–10 business days.

To submit a claim, contact our support team and include:

• A clear photo of the issue

• Your order number

• A short description of the problem

Refund & Replacement Exceptions

Refunds and replacements cannot be provided in the following situations:

Wrong Address

If the shipping address provided is incorrect or insufficient and the package is returned, the customer is responsible for reshipment costs once a correct address is confirmed.

Unclaimed Packages

Orders returned as unclaimed (not picked up or accepted) may be reshipped at the customer’s expense.

Change of Mind

Outside of the 60-Day Results-Based Guarantee described above, we do not offer refunds for change of mind or buyer’s remorse. If you wish to return an unopened product for any reason other than a verified lack of results, please contact our support team to discuss options on a case-by-case basis.

Opened or Used Product (Outside the Guarantee)

For hygiene and safety reasons, we do not accept returns of opened or used serum except under our 60-Day Results-Based Guarantee. Unopened product in its original, sealed packaging may be considered for return on a case-by-case basis.

Customs Rejection (International Orders)

If a package is rejected by customs and returned, we cannot issue a refund. Customers are responsible for understanding and complying with import duties, taxes, and regulations in their region.

Orders Already in Production or Shipped

Orders that have entered production or have already shipped cannot be canceled or refunded prior to delivery. Once received, the 60-Day Results-Based Guarantee applies.

Abandoned Shipments

If a carrier abandons or destroys a shipment due to an incorrect address, failure to pay duties/taxes, or inability to reach the recipient, we cannot offer a refund or replacement.

Chargebacks

We kindly ask all customers to contact us first if you face issues. We are committed to finding the right solution for you, whether that means a replacement, refund, or store credit.

To ensure a smooth and fair process:

• Please initiate all refund or return requests through support@tryvalelabs.com within the 60-day period.

• If a chargeback or payment dispute is filed before contacting us, the refund/return process (including our 60-day policy) will be considered invalid.

• By bypassing our support team and initiating a chargeback directly with your bank, you may lose eligibility for both refunds and replacements.

We believe in resolving problems with care and fairness, and we encourage you to give our support team the opportunity to assist you before escalating the matter.

Late or Missing Refunds

If you have not received an expected refund:

• Check with your payment provider or card issuer, as refund posting times vary.

• Contact your bank directly, as processing delays are common.

• If you still cannot locate your refund, contact our support team and we will assist you.

Important Disclaimers

FDA Disclaimer

Vale Labs is a cosmetic product manufactured in an FDA-registered facility. Cosmetic products are not required to be approved by the Food and Drug Administration before going to market. Statements made about this product have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease or medical condition, including but not limited to androgenetic alopecia, alopecia areata, or any other form of medical hair loss. The 60-Day Results-Based Guarantee is a customer satisfaction policy and is not a claim of guaranteed cosmetic or medical outcomes. Individual results may vary. Consult your healthcare provider or dermatologist before starting any new topical product, especially if you are pregnant, nursing, taking medication, have sensitive skin, or have a diagnosed scalp or skin condition.

Photo Submission Privacy

Any photos or personal information submitted as part of a refund claim will be used solely for the purpose of processing your refund request. We will not share, sell, or use your photos or personal information for marketing, advertising, or any other purpose without your explicit written consent. All submitted photos will be securely deleted within 30 days of your refund claim being resolved.

Not Medical Advice

Nothing in this policy or on our website constitutes medical advice. The requirement of before and after photos for our guarantee is solely a condition of our refund policy and should not be interpreted as a substitute for professional medical evaluation. If you are experiencing sudden, patchy, or severe hair loss, or any scalp irritation, please consult a licensed dermatologist or healthcare provider.

Patch Test & Allergic Reactions

We recommend performing a patch test before regular use. Discontinue use immediately if you experience irritation, redness, itching, or any adverse reaction, and consult a healthcare provider. Vale Labs is not responsible for allergic reactions caused by individual sensitivity to any ingredient listed on the product packaging.

Limitation of Liability

Our liability under this policy is limited to the original purchase price of the product. We are not responsible for the cost of dermatology visits, photography, medical consultations, or any other expenses incurred in connection with the use of our product or the pursuit of a refund claim.

Contact Us

For any questions about this policy or to submit a refund claim, please reach out to our customer support team at support@tryvalelabs.com or through the contact form on our website.

Vale Labs reserves the right to update or modify this Refund & Return Policy at any time. Changes will be posted on our website and will apply to all orders placed after the date of the update.