RETURNS & REFUNDS
14-Day Satisfaction Guarantee
If your first SLATE purchase is not working for you, contact us within 14 days of delivery. For qualifying first-purchase claims, we’ll work with you on an appropriate resolution, which may include usage support, replacement or store credit. This guarantee is separate from our change-of-mind return policy and does not limit any rights available under applicable consumer law.
14-Day Change-of-Mind Returns
We accept voluntary change-of-mind return requests made within 14 days of delivery for items that are unopened, unused, complete and in their original packaging.
For the Complete Reset System, all components must be returned together, unused and in their original packaging.
Where permitted by applicable law, customers are responsible for return shipping for change-of-mind returns. Original outbound shipping charges are not refundable unless required by law or the return results from a SLATE error.
Please contact support@grabslate.com before sending anything back so we can provide the correct return instructions. This process does not limit any method of cancellation or return available under applicable consumer law.
Opened or Used Liquid Grooming Products
For hygiene and product-integrity reasons, opened or used liquid grooming products are not eligible for change-of-mind returns where permitted by applicable law. This includes opened Hair Reset Spray and Refill products.
This restriction applies only to change-of-mind returns. It does not prevent a qualifying first-purchase Satisfaction Guarantee claim, and it does not apply to defective, damaged or incorrect goods, or where applicable consumer law provides otherwise.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, leaking, defective or incorrect, contact us as soon as possible at support@grabslate.com with your order number and photos where reasonably available. We will review the issue and provide an appropriate remedy, which may include replacement, refund or another remedy required by applicable law.
A request for photos or prompt notice does not limit statutory rights.
Delivery Refusal, Failed Delivery & Return-to-Sender
If delivery cannot be completed because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, or refusal of a valid shipment, reasonable redelivery, return or handling costs may apply. Where applicable, we will contact you before arranging redelivery.
This does not apply where delivery issues are caused by an incorrect, damaged, defective or otherwise non-conforming order supplied by SLATE, or where mandatory consumer rights apply.
Refunds
Approved refunds are issued to the original payment method unless you agree to another remedy such as store credit. Processing times depend on your bank or payment provider.
Voluntary store credit may be offered as a convenience or goodwill resolution, but it is not used to replace a refund or other remedy where applicable law requires otherwise.
Taiwan Customers
Where Taiwan’s Consumer Protection Act Article 19 applies to a distance sale, you may exercise the statutory 7-day rescission right without stating a reason and without bearing fees or consideration. Any statutory exception, including the exception for certain opened personal-hygiene products, applies only where legally applicable and properly disclosed. Our voluntary 14-day policy and Satisfaction Guarantee do not reduce these statutory rights.
How to Start a Request
Email support@grabslate.com with your order number and tell us whether you are contacting us about a change-of-mind return, the Satisfaction Guarantee, a delivery issue, or a damaged, defective or incorrect order. You do not need to state a reason where applicable law gives you a no-reason rescission right.
We will confirm the next step and, where a return is required, provide return instructions. Do not send returns to SLATE GROUP LIMITED’s Hong Kong registered address unless we specifically instruct you to do so.
SLATE GROUP LIMITED
Hong Kong
support@grabslate.com