Overview
At Skincare by Sacha, we pride ourselves on creating high-quality skincare products
designed with care and science.
We want every customer to be completely satisfied with their purchase.
If for any reason you are not happy with your order, please review our return and exchange
policy below.
Eligibility for Returns
Due to the nature of skincare and personal care products, we can only accept returns under
the following conditions:
- The product is unused, unopened, and in its original packaging.
- The return request is made within 14 days of receiving your order.
- Proof of purchase (order confirmation or receipt) is provided.
For hygiene and safety reasons, we cannot accept returns or exchanges for opened or used
items, unless the product is deemed faulty.
- Faulty or Damaged Items
If your order arrives damaged, or you believe the item to be faulty, please contact us within
7 days of delivery at info@skincarebysacha.com
Include your order number, photos of the issue, and a short description. Once verified, we
will arrange a replacement or refund at no additional cost to you. - Exchanges & Store Credit
Where eligible, we may offer:
- A replacement of the same product, or
- A store credit or gift voucher equal to the value of the returned item.
Please note that we do not process direct exchanges for different products.
- Refunds
Once your return is received and inspected, we will notify you via email.
If approved, your refund will be processed to your original method of payment within 5–10
business days.
Shipping fees (if any) are non-refundable, unless the return is due to a fault or error on our
part. - Return Shipping
Customers are responsible for return shipping costs unless:
- The item was damaged or faulty upon arrival, or
- The wrong product was sent.
We recommend using a tracked delivery service, as we cannot guarantee receipt of items
returned without tracking.
Your Rights
This policy does not affect your statutory rights under the UK Consumer Rights Act 2015 or
the Consumer Contracts Regulations 2013.
In-Store Purchases
For purchases made through our stockists, pharmacies, clinics, or partner stores, please
return the item directly to the original point of purchase in line with that retailer’s policy.
Skincare by Sacha cannot process refunds or exchanges for third-party sales.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible after purchase.
Orders that have already been dispatched cannot be cancelled, but you may still be eligible
to return unopened products once received.
Contact Us
If you have any questions or wish to initiate a return, please email our customer service
team at info@skincarebysacha.com
or visit www.skincarebysacha.com
