Return & Refund Policy

Last Updated: November 18, 2025

At SugarSkin, we want you to love your products. If you're not completely satisfied with your purchase, we're here to help. This policy outlines our return and refund procedures.

1. Return Window

You have 30 days from the delivery date to initiate a return for:

• Unopened products in original condition
• Defective or damaged products (any condition)
• Wrong items shipped

Returns requested after 30 days cannot be accepted due to product freshness and safety standards.

2. Return Eligibility

Returnable Items

The following items are eligible for return:

• Unopened Products: In original packaging with seal intact
• Defective Products: Manufacturing defects or quality issues
• Damaged in Transit: Products damaged during shipping
• Wrong Items: If we shipped the wrong product

Non-Returnable Items

Pre-Order Cancellations

For pre-order specific policies:

• Within 24 hours: Full refund available
• After 24 hours: No cancellations (production has begun)
• After delivery: Standard 30-day return policy applies if unopened

3. Defective or Damaged Products

We're committed to sending you perfect products. If you receive a defective or damaged item:

What Qualifies as Defective?

• Product leaking or spoiled upon arrival
• Broken or cracked containers
• Wrong product formulation (different from description)
• Contaminated or separated product (not normal for product type)
• Missing components (pumps, lids, spatulas if included)
• Expired or near-expiration date products

Damaged in Transit

• Crushed or broken packaging
• Leaked products
• Missing items from your order

4. How to Initiate a Return

Return Shipping Address

We'll provide the return shipping address when we issue your Return Authorization. Do not send items back without contacting us first. Returns without authorization may not be processed.

5. Return Shipping Costs

Standard Returns (Customer's Choice)

• Customer is responsible for return shipping costs
• We recommend using a trackable shipping method
• Original shipping costs are non-refundable
• Return shipping costs are not refundable

Our Error or Defective Products

• We pay return shipping if:
  • We shipped the wrong item
  • Product arrived damaged or defective
  • Product doesn't match description
• We'll provide a prepaid shipping label
• Full refund including original shipping costs

6. Refund Process

Processing Time

• Inspection: 1-2 business days after receiving your return
• Approval: Immediate upon inspection approval
• Refund Issued: 5-7 business days total
• Bank Processing: 3-10 business days (depends on your bank)

Refund Method

Refunds are issued to the original payment method:

• Credit card refunds: 3-5 business days
• Debit card refunds: 5-10 business days
• Digital wallet refunds: 1-3 business days

What's Refunded

• Product cost: Full price of returned items
• Discount/promo value: If applicable to returned items
• Tax: Sales tax charged on returned items

What's Not Refundable

• Original shipping charges (unless our error)
• Return shipping costs (unless our error)
• Gift card or discount code if used (credit issued instead)

7. Exchanges

We're happy to exchange products for a different size, scent, or product:

Exchange Process

1. Contact us at hello@bysugarskin.com with subject "Exchange Request"
2. Specify what you'd like to exchange and what you'd like instead
3. We'll confirm availability of the replacement item
4. Follow return process for the original item
5. We'll ship the new item once we receive your return

Exchange Shipping

• Customer pays return shipping (unless our error)
• We cover shipping of the exchange item
• Price difference refunded or charged as applicable

8. Partial Refunds

In some cases, we may issue a partial refund:

• Minor damage or imperfection: If you'd like to keep the item despite a minor issue, we may offer a partial refund as compensation
• Return condition issues: If returned item shows signs of use beyond inspection
• Missing components: If original packaging or components are not returned

We will always contact you before issuing a partial refund to discuss options.

9. Restocking Fees

We do not charge restocking fees for returns that meet our policy requirements.

10. Lost or Damaged Returns

Lost in Transit

If your return is lost by the carrier:

• Provide tracking information showing the package was shipped
• We'll work with you to file a claim with the carrier
• Keep all shipping receipts and tracking information
• This is why we strongly recommend trackable shipping

Damaged Returns

If your return arrives damaged to us:

• We'll document the condition with photos
• Contact you to discuss the situation
• Work together to determine appropriate resolution

11. Product Quality Concerns

Your satisfaction is important to us. If you have concerns about product quality:

Allergic Reactions or Irritation

Important: We cannot be held responsible for allergic reactions to disclosed ingredients. Please review ingredient lists carefully before purchase. We recommend patch testing for sensitive skin.

Product Performance

If a product doesn't perform as expected:

• Contact us to discuss your concerns
• We may ask questions about usage and skin type
• We'll work to find a solution (different product, usage tips, refund)
• Your feedback helps us improve our products

12. Wrong Item Received

If we shipped the wrong item (our error):

• Contact us immediately at hello@bysugarskin.com
• Include your order number and photo of what you received
• We'll send the correct item at no charge
• We'll provide a prepaid return label for the wrong item
• You may keep or return the wrong item (your choice)

13. Missing Items

If items are missing from your order:

1. Check all packaging thoroughly (items sometimes hidden in padding)
2. Review your order confirmation to verify what was ordered
3. Contact us within 48 hours of delivery
4. Provide order number and list of missing items
5. We'll investigate and ship missing items immediately

14. Gifts and Gift Cards

Gift Returns

If you received a SugarSkin product as a gift:

• Returns are accepted with proof of purchase from gift-giver
• Refunds issued as store credit (no receipt) or original payment method (with receipt)
• Same eligibility requirements (unopened, within 30 days)
• Contact us at hello@bysugarskin.com for assistance

Gift Cards

• Gift cards are non-refundable
• Gift cards never expire
• Lost gift cards can be replaced with proof of purchase

15. Store Credit

In some cases, we may offer store credit instead of a refund:

• Returns without original payment method available
• Gift returns without receipt
• Returns past 30 days (at our discretion)
• Customer preference for future purchases

Store Credit Details:

• Never expires
• Can be used on any product
• Can be combined with discount codes
• Non-transferable
• Issued as a unique code sent via email

16. Satisfaction Guarantee

17. Contact Us

Have questions about returns or need to start a return?

Note: This return and refund policy is subject to change. Any updates will be posted on this page. Continued use of our Site after changes constitutes acceptance of the updated policy.