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Shipping &
Returns Policy

Last Updated: 2 May 2026

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At 21g Lab, we specialise in the distribution of high-precision sensory formulas. Our deployment process is engineered to ensure that every molecular component reaches your coordinates in a state of absolute atmospheric integrity.

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1. Laboratory Processing & Synthesis All 21g Lab pieces — the Meltos melts, the candles, the refills — are poured to order.

  • Standard Lead Time: Please allow 7 business days — every piece is poured to order, then cured and quality-checked before it ships.

  • Volume Adjustments: During periods of high laboratory demand or complex formulation requirements, processing times may be extended. In such instances, our administration will issue a status update via your registered communication channel.

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2. Logistics & Global Deployment

Regional Logistics (Hong Kong)

  • Free shipping: orders of HK$600 or more ship at no charge within Hong Kong.

  • Standard Deployment Rate: Orders falling below the HK$600 threshold will incur a flat-rate logistics fee of HK$80.
     

International Logistics

  • Global Coordinates: Deployment rates for international destinations are calculated in real-time based on weight, volume, and destination protocols at checkout.

  • Transit Window: International deployments typically require 7 to 21 business days. Please note that local customs processing is outside of 21g Lab’s operational control and may impact final arrival times.
     

3. Tracking & Verification Once a formula has cleared our final laboratory inspection and has been surrendered to our secured logistics partners, an automated Tracking Protocol will be initiated. You will receive a unique identifier to monitor the deployment progress in real-time.
 

4. Customs, Regulatory Duties & Tariffs 21g Lab operates as the exporter of record. However, the recipient is responsible for all regional customs duties, import taxes, or administrative fees applied by the destination authorities. Any charges incurred post-deployment are the sole legal responsibility of the individual initiating the order.
 

Return & Exchange Protocols

5. Made to Order, Final Sale — Because every piece is poured to order, we cannot offer refunds, returns or exchanges once crafting has begun. If anything arrives damaged, see section 7 — we will make it right.

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6. Sensory & Molecular Integrity Products categorized under personal care, skincare, or sensory formulas are subject to strict hygiene and molecular stability protocols. To prevent cross-contamination and ensure the integrity of our archives, these items are ineligible for return once they have exited our controlled laboratory environment.
 

7. Damaged or Compromised Deployments In the rare event that a shipment arrives with compromised structural integrity (e.g., fractured glass or leaked formulas), a formal Damage Assessment must be filed.

  • Protocol: Documentation (photographic evidence of the external packaging and the compromised product) must be submitted to our administration within 48 hours of recorded delivery.

  • Resolution: Upon technical review, 21g Lab will determine if a replacement or recalibration is warranted.
     

Contact Laboratory Administration

For technical inquiries regarding your deployment or to report a compromised shipment, please interface with our support team:

Email: info@21g-lab.com
Laboratory Headquarters: Unit 530, Shing Yip Industrial Building, 19-21 Shing Yip Street, Kwun Tong, Hong Kong

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