Returns Policy
 

Last updated: January 2 2024

Please read these terms and conditions carefully before using Our Service.

Returns

Change of Mind
 

In the unlikely event that you are not completely satisfied with your purchase, please contact customer service within 14 days of receipt of your order to make arrangements to confirm if your return is valid.
 

Email Us, please remember to include your full name & order number so that we can service your request as quickly as possible.

All items returned must be in saleable condition, must be in their original packaging, unopened & unused.

We DO NOT offer a free returns service so the item(s) will be returned at your own expense. Once the item(s) have been received & checked we will refund the cost of the item(s) when possible. this will be excluding any shipping fees paid. Returns should be received within 30 days of contacting customer service. It is your responsibility as the customer to ensure the safe return of the parcel, we recommend to use a tracked service. This does not affect your statutory rights.

Faulty, Damaged & Missing Items

All our items are checked and hand packaged before despatch to make sure that they are of the highest quality. If upon receipt of your order you notice any damage or have received a faulty product, please contact us within 14 days to arrange a replacement or follow up with the courier to see what the issue was.
 

Email Us, please remember to include your full name & order number so that we can service your request as quickly as possible.

Once we have received the faulty/damaged item, a replacement will be issued as quickly as possible when possible. 
 

If you have received your parcel and there are items missing, please check inside all packaging as some very small products may be wrapped separately. Notification of any shortages in delivered goods must be made within 14 days of their receipt, after this time we will be unable to process your request Email Us

Refused & Undeliverable Packages

All undeliverable packages due to incorrect name, address, not present or failure to collect (after failed delivery) may be returned to The Sanctuary by the shipping provider. This is usually around 2 weeks for UK parcels, 3-5 weeks for parcels heading outside of the UK. If you wish for the parcel to be resent there will be an additional postage cost of £5 for UK parcels, £15 for Europe, £20 for outside Europe.

Please make contact with us as soon as possible to try and resolve your issue.