Returns and Refunds

1. Change-of-mind cancellation

For most goods bought online, you may cancel without giving a reason by telling Sanctue within 14 days after the day the goods are delivered.

To cancel, email sanctue@outlook.com with your name, order number, the item being returned and a clear statement that you are cancelling.

2. Returning cancelled goods

After telling Sanctue that you are cancelling, you should send the goods back within 14 days.

Return address: ADD THE FULL RETURNS ADDRESS.

Unless the goods are faulty, damaged or incorrect, you are normally responsible for the direct cost of returning them. Use suitable packaging and retain proof of postage.

3. Condition of returned goods

You may handle goods only as reasonably necessary to establish their nature, characteristics and functioning, similar to how they could be inspected in a shop.

A refund may be reduced to reflect diminished value caused by handling beyond what was reasonably necessary.

4. Hygiene and sealed-product exception

A change-of-mind return may not be available for sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken, where the legal conditions for that exception apply.

This may be relevant to opened or unsealed body butter, soap or room-mist products. The exception should only be relied on where the product has an appropriate hygiene seal and the customer was clearly informed before purchase.

This exception does not remove rights where goods are faulty, damaged, unsafe or not as described.

5. Refunds after cancellation

Where the cancellation right applies, Sanctue will refund the product price and the cost of the least expensive standard delivery option offered for the order.

Any extra amount paid for a faster or premium delivery method does not have to be refunded beyond the cost of standard delivery.

Sanctue may wait until the goods are received back or until you provide evidence of sending them, whichever occurs first. The refund will then be made within the legally required period, normally no later than 14 days.

Refunds are normally issued to the original payment method.

6. Faulty, damaged or incorrect goods

Contact Sanctue promptly if an item is faulty, damaged in transit, incorrect or not as described. Include the order number and clear photographs where helpful.

Depending on the circumstances and your legal rights, Sanctue may offer a refund, replacement, repair or another appropriate remedy. Return costs for confirmed faulty, damaged or incorrect goods will not be charged to the customer.

7. Items that cannot be returned for change of mind

In addition to an applicable hygiene exception, cancellation rights may not apply to items made to the customer’s specification or clearly personalised, and to other categories excluded by law.

Sanctue does not currently advertise personalised products. Update this section if personalised or made-to-order products are introduced.

8. Exchanges

CONFIRM WHETHER DIRECT EXCHANGES WILL BE OFFERED

Until confirmed otherwise, the clearest process is to return an eligible item for a refund and place a new order for the preferred product or size.

9. Model cancellation wording

You may use the following wording, although you do not have to use this exact form:

“I give notice that I cancel my contract for the sale of the following goods: [goods]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Order number: [number]. Date: [date].”