Refund policy

30-Day Return Policy for Skin Care

We want you to be satisfied with your purchase. If you are not completely happy with your skin care product, you may request a return within 30 days of delivery, subject to the conditions below.

Return Eligibility

Skin care items may be returned if they meet all of the following conditions:

• The return request is made within 30 days of delivery.
• The product is unused, unopened, and in its original packaging.
• All safety seals, tamper-evident seals, and protective packaging are intact.
• The item is in resalable condition.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at contact@stsheabutters.com. Please note that returns will need to be sent to the following address: 5 Brayford Square, London E1 0SG 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@stsheabutters.com.

 

60-Day Risk-Free Guarantee

We’re confident you’ll love your results. That’s why every first-time purchase is backed by our 60-Day Risk-Free Guarantee. If you’re not satisfied with your purchase, contact us within 60 days of receiving your order and we’ll help arrange a refund in accordance with the terms below.

To request a refund, please email contact@stsheabutters.com with your order number and reason for the request.

Terms:

Requests must be made within 60 days of delivery.

Applies to first-time purchases only. 

Shipping fees are non-refundable. 

Customers may be asked to provide proof of purchase.

Refunds are issued to the original payment method.

 

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / Non-Refundable Items Policy

For the safety, health, and hygiene of our customers, certain items are not eligible for return or refund once delivered.

 

Non-Returnable Items

The following items are non-returnable and non-refundable:

Opened, used, or unsealed healthcare products.

Personal care items that have been opened or used.

Hygiene-sensitive products, including but not limited to:

Masks

Personal hygiene items

Similar products

Products with broken safety seals or tamper-evident packaging.

 

Exceptions

Refunds or replacements will only be considered in the following cases:

The product arrives damaged or defective.

The wrong item was shipped.

The product is subject to a manufacturer recall.

Reporting Requirements

Any claim for a damaged, defective, or incorrect product must be reported within 48 hours of delivery and must include:

Photographs of the product.

Photographs of the packaging.

A clear description of the issue.

Policy Enforcement

We reserve the right to deny any return or refund request that does not meet the conditions outlined above.

 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@stsheabutters.com.