Refund policy

Return & Refund Policy

At SANO SKIN LTD, your satisfaction is very important to us. Due to the nature of our products and for hygiene and safety reasons, we do not accept returns on any skincare items, including all moisturisers.

However, we do offer refunds under specific circumstances, as outlined below.

Non-Returnable Items

All products sold on our website are final sale, including:

  • Opened or unopened moisturisers

  • Used or unused skincare products

This policy is in place to maintain strict hygiene, safety, and quality standards for all customers.

Refund Eligibility

You may be eligible for a refund if:

  • You received a damaged product

  • You received the wrong item

  • Your order was lost in transit (confirmed by the courier)

  • There is a manufacturing defect with the product

To be eligible, you must contact us within [7–14] days of receiving your order and provide:

  • Your order number

  • Clear photos of the issue

  • A brief description of the problem

Refund Process

Once your request is approved:

  • Refunds will be issued to your original payment method

  • Please allow [5–10] business days for the refund to appear, depending on your bank or payment provider

Shipping Costs

  • Original shipping fees are non-refundable

  • If a refund is approved due to an error on our part (damaged or incorrect item), shipping costs may be reimbursed at our discretion

Exchanges

We currently do not offer exchanges.

Cancellations

Orders can only be cancelled within 12 hours of purchase or before shipment—whichever comes first.

Contact Us

If you have any questions about this policy or your order, please send a message through our contact page.