Refund policy

Returns & Refunds
At The Messy Lab, we want every child to have a fun, safe, and meaningful learning
experience. We carefully pack every box, but on the rare occasion something isn’t quite
right, we’re here to help so your child can still enjoy the full learning experience.

Because our boxes include single-use materials and consumable ingredients, our
returns policy is a little different from standard retail items.

When your box arrives, we recommend opening it and having a quick look through the
contents before starting. If you notice anything missing or not quite right when opening
the box or during the first use, please let us know within 7 days so we can help your
child complete the experiment and learning experience.

What Qualifies for a Replacement or Refund?
If any of the following issues are found within 7 days of delivery, we will gladly assist:
- Missing items
- Damaged or leaking items on arrival
- Consumables that are spoiled or unusable on arrival
- Incorrect items sent
- A fault that prevents the experiment from being completed as intended

In most cases, we will offer a replacement item or box at no extra cost.
If a replacement is not possible, we may offer store credit or a refund, at our
discretion.

What We Can’t Accept Returns or Refunds For:
Due to health, safety, and quality reasons, we are unable to accept returns or refunds
for:
• Boxes or items that have been fully used or completed
• Consumables that have been opened, used, or partially consumed
• Issues reported after 7 days from delivery
• Boxes damaged due to improper storage or handling after delivery
• Preference-based reasons (e.g. “my child didn’t enjoy it”)
• Expiry or spoilage caused by delayed use
Our boxes are designed to be used within a reasonable time after delivery, and
storage instructions should be followed where applicable.

Subscriptions
For The Messy Lab box subscriptions:
- Each box is curated for a specific month and learning outcome
- Once a box has been shipped, that month’s box is considered fulfilled
- Subscription boxes are non-refundable once dispatched
*If there is an issue with a subscription box, we will still follow our replacement-first
approach outlined above.

How to Report a Problem:
If something isn’t right, please contact us within 7 days of delivery with:
- Your order number
- A brief description of the issue
- Photos (where applicable)
This helps us resolve things quickly and fairly.
📧 Email: info@themessylab.co.za

Your Rights
This policy is in line with the South African Consumer Protection Act (CPA). Nothing in
this policy limits your statutory rights.

How We Handle Problems 💛
We know parents are trusting us with their children’s learning, and that matters to us.
Our goal is always to ensure your child can complete the experiment and enjoy the
learning experience, while keeping The Messy Lab sustainable and fair for everyone.
If you’re ever unsure, just reach out, we’re happy to help!