SHIPPING & RETURNS

Sunu Skincare's Refund Policy

We pride ourselves in the quality of our products and we hope all our customers are happy with our products. If for any reason you are unsatisfied with our product(s), please let us know. Unfortunately, due to health and safety reasons body butters, oils, body scrubs and soap products are non-refundable or exchangeable. 

 

Refunds and exchanges would apply to the above-stated product range only if item/s were delivered in a damaged condition or error. Please be aware that for this to apply, the item/s must be in an unused condition. You will not incur additional delivery charges for items sent as a replacement. The item(s) may be returned within 14 days of receiving them or exchanged before being dispatched, which typically is within 3 working days of us receiving the order. Such requests must be received by us via email, please note that we may ask for evidence of damage. If you're returning an item for any reason other than it being defective or damaged, we will be unable to offer a refund. Individual gift box items cannot be returned or exchanged unless an item/s was sent in error. 

 

Any replacement items will not incur additional delivery charges. We recommend that returns use a traceable service such as Royal Mail recorded or Special Delivery. Please include in the returns package, a note clearly stating the issue/s and reason/s for the return.

 

 

Any replacement items will not incur additional delivery charges. We however recommend that returns use a traceable service such as Royal Mail Recorded or Special Delivery. Please include in the returns package, a letter clearly stating the issue/s and reason/s for the return.

Cancelling An Order
All cancellations of orders must be received by us in the form of an email or formal letter before the order has been dispatched.

If you wish to cancel an order after it has been dispatched, we kindly ask that you wait until you receive the goods before return it to us with written notice in the form of an email, clearly stating the reason/s for the return. Please be aware that all refunds must comply with our refund policy. We are happy to help should you need assistance. Visit the Contact us page and we will get back to you.


Cancellation Of An Order By Us
In the event that an order you placed is cancelled by us, an email will be sent by us to inform you of the reason for the cancellation, this could be due to number of factors such as; an undeliverable address, issues in payment processing or a duplication of orders. If the payment was processed successfully when the order was placed a full refund will be given.

 

To make any changes to your order, contact us, referencing your order number. Please be aware that such requests must be made before the order is dispatched, bearing in mind that orders are typically dispatched within 3 days of being received by us.
 

FAQs
Q. How are refunds processed?
 
A. Refunds will be made in the original form of payment only (via the PayPal system) to the original purchaser within 30 days.

 

Q. How do I make a complaint?

A.  All complaints should be made via email. You can do this by completing the form on our contact us page. We will respond within 4 working days. We aim to resolve all issues within 15 working days. 

 

We are happy to help should you need assistance. Write to us via the contact us page and we will get back to you.