This Refund Policy forms part of and should be read alongside our Terms and Conditions. It explains your rights and our obligations in relation to refunds for purchases made on The Slab Lab.

THE SLAB LAB LTD is registered in England and Wales (Company No. 16940122). This policy does not affect your statutory rights as a consumer under UK law.

1. Our Model & Why Refunds Are Limited

Each pack purchased on The Slab Lab results in the immediate reservation of a specific, physical graded slab from our live inventory. Once a pack is revealed, that slab is permanently allocated to you and removed from the pool available to other users. Because of this, our ability to offer refunds after a reveal is restricted — but we are committed to being fair and transparent throughout.

2. Unrevealed Packs — 14-Day Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a pack purchase and receive a full refund within 14 days of the purchase date, provided the pack has not been revealed.

How to request a cancellation

Email us at info@theslablab.co.uk with the subject line "Pack Cancellation Request", including:

• Your registered email address or username
• The order reference(s) you wish to cancel
• The reason for cancellation (optional, but helpful)

We will confirm receipt and process your request within 5 working days.

Refund amount

A full refund of the pack price will be issued, including any top-up card payment made for the purchase.

Refund method

• If payment was made entirely by card, the refund will be returned to the original card used.
• If payment was made using account balance, the refund will be credited back to your account balance (withdrawable where the original funds were withdrawable; non-withdrawable where the original funds were non-withdrawable).
• If payment was a combination of card and account balance, each portion is refunded to its original source.

Refunds are processed within 14 days of receiving your cancellation request.

What is not included

Non-withdrawable store credit used to fund a cancelled pack is refunded as non-withdrawable credit. We are unable to convert store credit into withdrawable funds or cash.

3. Revealed Packs — No Refund

Once a pack has been revealed, the digital reveal has been consumed and your statutory right to cancel is waived in accordance with Regulation 36 of the Consumer Contracts Regulations 2013 (digital content exception). The assigned slab is yours from the moment of reveal.

This means pack purchases are final once revealed, and refunds are not available on this basis.

Your options after a reveal

If you do not wish to keep a revealed slab, you can use our buyback / sellback feature:

• Cash buyback:70% of the slab's current guide price, credited as withdrawable balance.
• Credit buyback:85% of the slab's current guide price, credited as non-withdrawable store credit.

Buyback is available immediately after reveal and at any time while the slab is held in "Decide Later". See Section 13 of our Terms and Conditions for full details.

4. Shipping Fees

Shipping fees charged at the time of dispatching a slab are non-refundable once a shipment has been dispatched, except in the circumstances described in Section 5 below.

If a shipping request has been submitted but not yet dispatched, you may cancel it by contacting us at info@theslablab.co.uk. The shipping fee will be refunded to your original payment source if the shipment has not yet left our facility.

5. Lost, Damaged, or Incorrect Shipments

THE SLAB LAB LTD is responsible for slabs until they are delivered to you. If something goes wrong in transit, we will put it right.

Guide price

Where this policy refers to a slab's "guide price", this means the live market price displayed on the slab's page at the time of the relevant event (e.g. the time of loss, damage, or reveal).

Lost in transit

If your shipment is confirmed lost by the carrier, we will investigate and, where the loss is confirmed:

• Replace the slab with the same slab or one of equivalent market value, at our discretion; or
• Refund the full guide price of the slab to your account as withdrawable balance; or
• Issue a full monetary refund to your original payment method.

Please report a non-delivery within 30 days of the estimated delivery date by contacting us at info@theslablab.co.uk with your order reference and tracking information. Reports made after this period may be harder for us to investigate with the carrier, but will still be considered in line with your statutory rights.

Damaged in transit

If a slab arrives damaged, please:

• Photograph the outer packaging and the slab before unpacking further, where possible.
• Contact us at info@theslablab.co.uk within 30 days of delivery with your order reference and photos.

We will assess the damage and, where it is confirmed to have occurred in transit, offer one of the following remedies:

• A replacement slab of equivalent value; or
• A partial or full refund based on the extent of the damage, at our reasonable assessment.

We reserve the right to request the return of the damaged slab before issuing a remedy. Nothing in this section limits your statutory rights under the Consumer Rights Act 2015.

Incorrect slab received

If you receive a slab that does not match what was assigned to you, contact us within 30 days of delivery. We will arrange for the correct slab to be sent and cover the cost of returning the incorrect one.

6. Technical Errors & Failed Transactions

Payment charged but pack not allocated

If your payment was processed successfully but no pack was allocated to your account, contact us immediately at info@theslablab.co.uk with your order reference or payment confirmation. We will investigate and either allocate the correct pack or issue a full refund within 5 working days.

Duplicate charges

If you are charged more than once for the same pack due to a technical error, contact us and we will refund all duplicate charges within 5 working days.

7. Account Balance & Top-Ups

Withdrawable account balance (from card top-ups or cash buybacks) can be withdrawn to your bank account at any time, subject to the minimum withdrawal amount (£5.00) and applicable withdrawal fees. This is not a refund process — see Section 15 of our Terms and Conditions for full withdrawal details.

Non-withdrawable store credit cannot be refunded, exchanged for cash, or withdrawn under any circumstances.

8. Promotional Purchases & Discounted Packs

If a pack was purchased using a referral discount or promotional code, any refund will reflect the amount actually paid, not the undiscounted price. Non-withdrawable credits used in a promotional purchase are refunded as non-withdrawable credit.

9. Chargebacks

If you believe a charge on your card is incorrect, please contact us first so we can investigate and, where appropriate, refund you directly. Initiating a chargeback with your bank without first contacting us may result in your account being temporarily suspended while the dispute is resolved.

10. How to Contact Us

For all refund requests, please contact us at:

• Email: info@theslablab.co.uk
• Subject line: Refund Request — [Your Order Reference]

We aim to respond to all enquiries within 5 working days. We do not offer telephone support at this time.

11. Alternative Dispute Resolution

THE SLAB LAB LTD is not currently signed up to any Alternative Dispute Resolution (ADR) scheme and is not obliged to use one. If you are not satisfied with our response to a refund request, you have the right to refer disputes to the courts of England and Wales.

12. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated to registered users by email at least 14 days before they take effect, and reflected on this page with a revised "Last updated" date.