Customer Support

At HomeLab, you can purchase as a guest or as a registered customer. Registration is easy, and your details will be saved in your account for future purchases. If you purchase as a guest, you'll find your details and your order details in the confirmation email. If you wish to delete your account, please contact our Customer Service team.

Please remember that you can only modify or cancel your order before it reaches the final stages of preparation for shipping.

You can save your favorite items to your WISH LIST and always have them at hand.

To use this option, you must be a registered customer.

You can save your favorite items to your WISHLIST by clicking the heart icon on each item.

If you choose to complete the
purchase, you will need to add the items to the shopping cart and follow the process
normal payment.

You can pay with the following payment methods:

• ATM
• MB Way
• Credit card

The amount of your order will be charged to your account as soon as it ships. Most banks record the amount at the time of purchase and process the payment at a later date.

If you pay via Paypal, the amount will be charged at the time of purchase.

You can shop with peace of mind because we make great efforts to ensure the security of your purchases and your information.

Due to the new European PSD2 regulation, you may be required to complete a verification step when paying with a credit or debit card during the purchase process.

At HomeLab, each order is handled with care and attention. Orders are processed and shipped within 3 business days for mainland Portugal and 10 business days for the Azores and Madeira, except in exceptional circumstances, which will always be communicated by email.

Shipping costs will be borne by the customer, amounting to €8.00 for orders under €100, while orders over €100 receive free shipping. We reserve the right to refuse orders, and any such situation will be communicated immediately by email.

All items are subject to stock availability. If a product is unavailable, you will be notified immediately and presented with a range of options. All prices include VAT in effect on the date of billing. If there is an error in the price or product information, you will have the option to:

• Reconfirm the order with the correct price;
• Cancel the order and receive a full refund if payment has already been made.

Once the order is delivered to the carrier, the customer assumes all risks associated with transportation. HomeLab is not responsible for delays or circumstances beyond our control.

Each order comes with a tracking code, provided at the time of shipment, allowing you to track your order until delivery. If you have difficulty tracking your order, please contact the HomeLab team, who will be available to assist you.

At HomeLab, we want your shopping experience to be safe and transparent. Returns are usually free and must be made within 15 days of purchase.
receipt of the order and always in the same market where the purchase was made.

For returns to be accepted, items must be in the same condition as received: unworn, unwashed, with tags intact, complete sets, and accompanied by the corresponding purchase receipt. Personalized items cannot be returned except in cases of manufacturing defects.

To initiate a return or exchange, please contact homelab@homelab.pt, stating:

• If you want a return or exchange;
• Order number;
• Reason for return or exchange;
• Name, email and contact telephone number.

HomeLab will contact you to guide you through the process quickly and efficiently.

Exchanges can be made within 30 days, provided that:

• The item is the same (same reference number), and only the color or size can change;
• The item is in perfect condition;
• The price of the item has not changed;
• HomeLab has the item in stock.

The refund will be issued using the same payment method used for the purchase (or a proportional amount if multiple methods were used). The amount corresponds exclusively to the returned items and will be processed within 14 business days after receipt and confirmation of the order status. Shipping and handling costs are non-refundable.

If the value is incorrect, please contact Customer Service for assistance.

There are also some important observations to note:

• Each return must correspond to the specific order; items from different orders must be shipped separately.
• In cases of frequent returns or abusive use of the service, HomeLab reserves the right to apply additional costs.

At HomeLab, we handle every return with professionalism and attention to detail, reflecting our commitment to a premium customer experience.