Refund policy

Last updated: October 19, 2026

This policy summarises SLATE’s return, refund and satisfaction-guarantee rules. Our detailed storefront guidance is available on the Returns & Refunds page.

Mandatory consumer rights under applicable law always take precedence.

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 will 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 voluntary 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 may be excluded from voluntary change-of-mind returns where permitted by applicable law.

This includes opened Hair Reset Spray and Refill products.

This restriction applies only to voluntary change-of-mind returns. It does not prevent a qualifying first-purchase Satisfaction Guarantee claim and 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 reasonably practicable 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 lawful 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, consumers retain the statutory seven-day right to rescind without stating a reason and without bearing fees or consideration, subject to any legally applicable reasonable exception.

Any exception, including an exception potentially applicable to certain opened personal-hygiene goods, applies only where legally applicable and properly disclosed.

SLATE does not treat the voluntary 14-day policy or Satisfaction Guarantee as reducing those 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 business address unless we specifically instruct you to do so.