refund and exchange policy:

At Suet Skincare, we are committed to providing high-quality skincare products that meet your needs. We understand that sometimes situations arise where you may need to return or exchange a product. Please read our refund and exchange policy carefully.

​

1. No Refunds or Exchanges on Opened and Used Products:

For health and safety reasons, we do not accept returns or exchanges on opened* jars of moisturizers. Once the product has been opened, it can no longer be resold or guaranteed for quality due to potential contamination.

*if the product is confirmed to have a manufacturing defect or has been recalled then the opened product will be accepted for a return

 

2. Manufacturing Issues:

If you experience any manufacturing defects or quality issues with a product, we want to make it right. Please contact us immediately to report the issue. After inspection, if the product is found to be faulty or of inferior quality, we will offer an exchange for the same item or an item of equal value.

 

3. Change of Mind (Unopened Products):

If you change your mind about a purchase, we will accept exchanges for unopened and unused jars of moisturizers. You may choose a product of equal value or receive a store credit for the amount paid, excluding shipping and any additional charges (such as taxes or extras). The product must be returned in its original condition, sealed, and unused within 10 days.

 

4. Return Process:

• Contact for Returns: Please contact our customer service team within 7 days of receiving your order to initiate a return or exchange request.

• Return Deadline: All returned items must be shipped back to us within 10 days of receiving your order.

• Return Shipping Costs: The customer is responsible for the cost of return shipping*. *In cases where the product is faulty or there was an error on our part, shipping cost will also be reimbursed by Suet Skincare

• Return Instructions: Once you contact us, you will receive detailed instructions on how to send the item back. We recommend using a trackable shipping service to ensure the safe return of your product.

​

5. Sale Items:

Sale items are final sale and cannot be returned or exchanged, unless the product is found to be faulty due to a manufacturing error.

​

6. Exceptions:

We reserve the right to deny a return or exchange if the product does not meet the above conditions or if there are signs of damage caused by misuse or improper handling.

​

7. Refund Processing Time:

Refunds or exchanges will be processed once the returned item has been received and inspected. Please allow 3-5 working days for the refund to appear in your account after you have had confirmation of the outcome.