Refund policy

Return and Refund Policy

Last updated: September 1, 2026

At DotPop Labs, we take care to prepare and ship every order with attention. Please verify the products, quantities and shipping address before confirming your purchase.

Order Cancellations

To request the cancellation or modification of an order, please contact us through our Contact Us form within one hour of your purchase.

We will do our best to process your request. However, submitting a request within this timeframe does not guarantee cancellation if the preparation or shipment of your order has already begun.

Once an order has been prepared or shipped, it can no longer be modified or cancelled, subject to any rights provided by applicable laws.

Returns and Exchanges

For hygiene and safety reasons, hydrocolloid patches and other personal care products sold by DotPop Labs are final sale.

We therefore do not accept returns or exchanges in the following situations:

  • Change of mind;

  • Error in the product or quantity ordered;

  • Personal preference;

  • Product packaging that has been opened, used or handled;

  • A reaction or result that differs from expectations, unless the product is defective.

Please carefully review the product descriptions, ingredients and instructions before placing your order.

This Policy does not limit any mandatory rights or remedies provided by applicable laws.

Damaged, Defective or Incorrect Products

If your order arrives damaged, the product is defective or you receive an item different from the one you ordered, please contact us through the Contact Us form within 7 days of delivery.

Please provide:

  • Your order number;

  • A description of the issue;

  • A photograph of the product;

  • A photograph of the product packaging and shipping parcel, if applicable.

Do not discard the product or its packaging before we have completed our assessment of your request.

After reviewing your request, we may, depending on the circumstances and applicable laws:

  • Replace the product;

  • Issue a credit;

  • Refund the affected product.

We may refuse a request if the damage results from misuse, failure to follow the instructions, improper storage or normal wear and tear.

Missing Products

If an item is missing from your parcel, please contact us within 7 days of delivery and provide your order number and the name of the missing product.

After verification, we may ship the missing item or issue a refund for it.

Undelivered Parcels

If the tracking information indicates that the parcel remains in transit beyond the expected delivery timeframe, please review our Shipping Policy and contact us so that we can investigate the situation with the carrier.

If the tracking information indicates that the parcel was delivered but you have not received it, please:

  1. Check around the entrance and any secure locations where the carrier may have left it;

  2. Check with other occupants, neighbours or the building’s reception desk;

  3. Wait up to 48 hours, as a parcel may occasionally be marked as delivered before it actually arrives;

  4. Contact us through the Contact Us form.

We will assess each situation individually with the carrier. A delivery confirmation does not automatically guarantee a replacement or refund.

Incorrect Address or Returned Parcels

The customer is responsible for providing a complete and accurate address when placing an order.

If a parcel is returned to us because of an incorrect or incomplete address, a refused delivery or failure to claim the parcel, we will contact the customer.

Original shipping fees are non-refundable. Additional shipping fees may be required to resend the order.

Approved Refunds

When a refund is approved, it is issued to the payment method used for the order.

Depending on the processing times of your financial institution or payment provider, the refund may take several business days to appear on your statement.

Shipping fees are non-refundable unless the refund results from an error by DotPop Labs or when required by law.

Products Purchased from a Retailer

Products purchased from a pharmacy, store or other authorized retailer must be returned directly to the location where the purchase was made, in accordance with that retailer’s return policy.

DotPop Labs cannot directly refund a purchase made from a third party.

Warranties and Legal Rights

The products sold are covered by applicable legal warranties. In particular, they must be fit for their intended purpose for a reasonable period of time.

Nothing in this Policy is intended to limit or exclude any right or remedy that cannot legally be limited or excluded.

Contact Us

To request a cancellation, report an issue or ask a question about this Policy, please use the form available on our Contact Us page.