Effective Date: 13-07-2025
Last Updated: 13-07-2025
Understanding Our Return Policy
At Sheza Skin, we are committed to your satisfaction with our cosmetics and skincare products. Due to health, hygiene, and safety regulations governing cosmetic products, we have specific return policies designed to protect all our customers while ensuring your satisfaction.
Health and Hygiene Standards
Why We Can’t Accept Returns of Opened Products
For the health and safety of all our customers, we cannot accept returns of opened, used, or partially used cosmetic products. This policy is in place because:
- Hygiene Requirements: Cosmetic products can harbor bacteria once opened
- Health Regulations: Sri Lankan health authorities require strict hygiene standards
- Customer Safety: Returned products could pose contamination risks
- Industry Standards: This follows international cosmetic industry best practices
- Product Integrity: Once opened, we cannot guarantee product quality or safety
Products That Cannot Be Returned
The following items cannot be returned under any circumstances:
- Opened makeup products (foundations, lipsticks, eyeshadows, etc.)
- Used skincare products (creams, serums, cleansers, etc.)
- Partially used or empty containers
- Products without original packaging
- Products past their expiration date
- Personalized or customized items
Our 50% Satisfaction Guarantee
Your Satisfaction Matters
While we cannot accept physical returns of opened products, we stand behind the quality of our products. If you’re not completely satisfied with your purchase, we offer a 50% money-back guarantee.
How the 50% Guarantee Works
Eligibility Requirements:
Process:
- Contact our customer service team within 30 days of purchase
- Provide your order number and explain your dissatisfaction
- Complete a brief satisfaction survey
- Receive 50% refund to your original payment method within 5-7 business days
What We Need From You
To process your satisfaction guarantee:
- Order Information: Order number, purchase date, and product details
- Feedback: Brief explanation of why you’re not satisfied
- Photos: If applicable, photos showing any product issues
- Contact Details: Current email and phone number for confirmation
Limited Exception Returns
Unopened Products
We do accept returns of products that are:
- Completely unopened in original packaging
- Unused with all seals intact
- Undamaged packaging and labels
- Within 14 days of delivery
Damaged or Defective Products
We will provide full refunds or replacements for products that arrive:
- Damaged during shipping
- Defective or expired
- Wrong product sent
- Missing from your order
How to Return Unopened Products
- Contact us within 14 days of delivery
- Provide order number and reason for return
- Receive return authorization and shipping instructions
- Package securely in original packaging
- Ship using provided return label
- Receive full refund within 7-10 business days after we receive the item
Refund Process
Processing Times
- 50% Satisfaction Guarantee: 5-7 business days
- Unopened Product Returns: 7-10 business days
- Damaged/Defective Products: 3-5 business days
- Order Cancellations: 3-5 business days
Refund Methods
Refunds will be processed to your original payment method:
- Credit/Debit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Digital Wallets: 3-5 business days
- Cash on Delivery: Bank transfer to provided account
What’s Not Refunded
- Original shipping charges (unless we made an error)
- Return shipping costs
- Processing fees charged by payment providers
- International shipping or customs fees
Product Quality Assurance
Before You Purchase
To ensure satisfaction with your purchase, we recommend:
- Read Product Descriptions: Carefully review ingredients and benefits
- Check Reviews: Read customer feedback and ratings
- Patch Testing: Always test new products on a small skin area first
- Consult Professionals: Speak with dermatologists for specific skin concerns
- Contact Us: Ask questions before purchasing if unsure
Our Quality Promise
We guarantee that all products:
- Are authentic and from authorized suppliers
- Have at least 6 months remaining shelf life
- Are properly stored and handled
- Meet Sri Lankan cosmetic safety standards
- Are inspected before shipping
How to Contact Us for Returns
Customer Service Information
Email: sales@mediumpurple-armadillo-661366.hostingersite.com
Subject Line: “Return Request – [Your Order Number]”
Phone: +94777321528
Address: Kandy Road, Mallawapitiya, Kurunegala, Sri Lanka
Business Hours
Monday – Friday: 9:00 AM – 6:00 PM (Sri Lanka Time)
Saturday: 9:00 AM – 4:00 PM (Sri Lanka Time)
Sunday: Closed
What to Include in Your Return Request
When contacting us, please provide:
- Order Number: Found in your email confirmation
- Purchase Date: When you placed the order
- Product Details: Names and quantities of items
- Reason for Return: Why you’re requesting a return/refund
- Photos: If applicable, images of any product issues
- Contact Information: Current phone and email
Response Time
We aim to respond to all return requests within:
- Email: 24 hours during business days
- Phone: Immediate assistance during business hours
- Complex Cases: 48-72 hours for investigation
Special Circumstances
Allergic Reactions
If you experience an allergic reaction:
- Stop using the product immediately
- Consult a healthcare professional
- Contact us within 48 hours
- Provide medical documentation if available
- We will provide a full refund and cover medical expenses if product-related
Defective Products
For defective products:
- Full refund or replacement provided
- Expedited processing within 24 hours
- Prepaid return shipping provided
- Investigation to prevent future issues
Shipping Damage
If products arrive damaged:
- Take photos of packaging and products
- Contact us immediately
- Don’t return items until instructed
- Full refund or replacement provided
Important Notes
Age Restrictions
- You must be 18 years or older to make returns
- Parents/guardians must handle returns for minors
- Valid ID may be required for verification
Fraud Prevention
To prevent fraud:
- Each customer limited to one satisfaction guarantee per product type
- Excessive return requests may result in account suspension
- We reserve the right to refuse returns in cases of suspected abuse
Policy Updates
We may update this return policy:
- Changes will be posted on our website
- Customers will be notified via email
- Updates apply to purchases made after the effective date
Alternative Solutions
Instead of Returns, Consider
- Product Exchange: Swap for a different shade or variant
- Store Credit: Use credit for future purchases
- Consultation: Speak with our beauty experts for usage tips
- Samples: Try samples before purchasing full-size products
Customer Satisfaction Beyond Returns
We’re committed to your satisfaction through:
- Quality Products: Carefully curated skincare and cosmetics
- Expert Advice: Professional guidance on product selection
- Loyalty Rewards: Points and benefits for repeat customers
- Regular Promotions: Special offers and discounts
Frequently Asked Questions
Q: Why can’t I return opened cosmetics?
A: For health and hygiene reasons, opened cosmetics cannot be resold and may pose contamination risks to other customers.
Q: What if I bought the wrong shade?
A: Contact us within 14 days if the product is unopened. We may offer an exchange or 50% refund.
Q: How long does the 50% refund take?
A: 5-7 business days after we process your satisfaction guarantee request.
Q: Can I return a gift?
A: Yes, if unopened and within 14 days. Gift recipients can use the satisfaction guarantee with the original order information.
Q: What if I ordered multiple items?
A: Each item is evaluated separately. You can return unopened items and claim satisfaction guarantee for opened ones.
Contact Information
For all return-related inquiries:
Sheza Cosmetics Holding (Pvt) Ltd
Email: sales@mediumpurple-armadillo-661366.hostingersite.com
Phone: +94777321528
Website: https://mediumpurple-armadillo-661366.hostingersite.com/
Address: Kandy Road, Mallawapitiya, Kurunegala, Sri Lanka
For Urgent Return Matters: Please call during business hours or email with “URGENT RETURN” in the subject line.
Remember: Your satisfaction is our priority. While we cannot accept returns of opened products for health and safety reasons, our 50% satisfaction guarantee ensures you can shop with confidence at Sheza Skin.
Last Updated: 13-07-2025
