At formula:SHEA, we take pride in creating fresh, handcrafted skincare in small batches. Because of the personal nature of our products, we kindly ask you to review the following policy:
1. Returns
- Due to hygiene and safety reasons, we cannot accept returns or exchanges once a product has been opened.
- If your order arrives damaged (jar leaking), or incorrect (with seal still intact), you may request a return or replacement within 7 days of delivery.
2. Refunds
- Refunds are available for items that are:
- Damaged during transit (photo proof required)
- Incorrectly fulfilled (wrong size, scent, or item received)
- Missing from your order
- Approved refunds will be issued to your original payment method. Processing typically takes 5–10 business days, depending on your bank or card provider.
3. Replacements / Exchanges
- We do not offer direct product exchanges. If your item qualifies under the conditions above, we will either issue a replacement product or a refund, depending on your preference and product availability.
4. How to File a Claim
To request a refund or replacement, please email us at [email protected] with:
- Your order number
- A brief description of the issue
- A clear photo of the item and packaging (if damaged or defective)
Our customer care team will respond within 48 business hours.
5. Non-Refundable Items
- Opened/Used Jars
- Products purchased more than 7 days ago
- Gift cards and promotional items
- Shipping costs (unless the return is due to our error)
6. Final Notes
We strive to ensure every jar meets our quality promise. As all items are handcrafted in small batches, natural variations in texture, color, or scent may occur. These variations are not considered defects and are part of the artisanal process.