Refund policy
Delivery
We take care in preparing and sending your order to ensure it arrives safely and in a timely manner. Orders are processed within one to three business days. Please note that processing times may be slightly longer during periods of high demand or holidays, though we will always keep you informed of any significant delays.
We offer free delivery on shipping orders within the UK. All orders are dispatched from our UK warehouse, with tracking details provided once your order has shipped.
Once your order has been shipped, you will receive a confirmation email with tracking details so you can follow your delivery.
If you have any questions regarding your order or shipping, please email us on support@sandhues.com and we will be happy to assist you.
Returns
If you purchased your product directly from sandhues.com, you may notify us that you wish to cancel your order within 14 days of receiving it.
To qualify for a return, the product must be:
- Unused and unopened;
- In its original packaging;
- Sealed, with any protective or tamper-evident seal intact; and
- In a condition suitable for resale.
Once you have notified us that you wish to cancel your order, you must return the product within a further 14 days.
Before returning an item, please email support@sandhues.com with your name, order number and reason for the return. Please do not send a return without contacting us first.
For health protection and hygiene reasons, we cannot accept returns of skincare products that have been opened, used or had their protective or tamper-evident seal removed, unless the product is faulty, damaged, unsafe, incorrect or not as described.
This hygiene exception does not affect your statutory rights.
You will be responsible for all return shipping charges where you have changed your mind or no longer want the product.
We strongly recommend that you use a trackable method to mail your return and retain your proof of postage. Sand Hues cannot be responsible for returned parcels that are lost or damaged while in transit.
If a product is confirmed to be faulty, damaged, incorrect or not as described, Sand Hues will cover any reasonable return delivery charges where required by UK consumer law. Please contact us before returning such a product so that we can provide instructions.
Once you have contacted us to request a return, please post the product to:
Sand Hues Returns
81 Elm Park
Stanmore
London
HA7 4BB
United Kingdom
Please include your name and order number inside the parcel so that we can identify and process your return.
We strongly recommend that you do not send returns without first contacting us at support@sandhues.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@sandhues.com.