Return & Refund Policy

Order Cancellation & Returns Policy

Last Updated: January 1, 2025

Order Cancellation

Cancellation Window: 6 hours after order placement

How to Cancel:

Email support@sithaven.co.uk with your order number
Include “CANCEL ORDER” in the subject line
Must be sent within 6 hours of placing your order

Important Notes:

We honour all cancellation emails received within 6 hours, even if we haven’t responded yet
After 6 hours, orders cannot be cancelled as they enter our fulfilment process
Cancelled orders are refunded within 1–3 business days

60-Day Return Guarantee

Return Period: 60 days from delivery date
You have a full 60 days to try your sithaven™ skincare products risk-free.

Return Eligibility:

Any reason — no questions asked
Must be within 60 days of delivery
Original packaging required (the box it came in)
Used products accepted — we understand you need to try it

How to Start a Return

Step 1: Contact Us

Email support@sithaven.co.uk with:
Your order number
Reason for return
Photo (only required if item is damaged)

Step 2: Get Return Authorization

We’ll provide your nearest return warehouse address
Instructions for safe return included
Authorization required before sending items back

Step 3: Ship Your Return

Package items in original box
Use any shipping carrier
Keep your tracking number for reference

Return Shipping Costs

Damaged/Defective Items:

FREE return shipping — we’ll provide a prepaid label
FREE replacement sent immediately
Full refund available if you prefer

Change of Mind Returns:

Customer pays return shipping (varies by carrier)
Typical cost: £8–£20 depending on location
Full refund once returned items are received

Refund Process

Timeline: Refunds are processed immediately after we receive your return. Funds usually appear in your account within 1–3 business days depending on your bank.

Refund Method:

Original payment method only
Credit/Debit Cards: 1–3 business days
PayPal: 1 business day
Other payment methods: 1–3 business days

Partial Returns: Available for multi-item orders — refunds processed in the same way.

Exchanges

Available Options:

Replacement for damaged or defective items (FREE)
Exchange for a different product (if available)
Component exchanges if applicable

Process: Email support@sithaven.co.uk with your exchange request. We’ll handle the swap — no extra cost for defective item exchanges.

Special Situations

Lost Return Packages: Contact us with tracking details — we’ll help locate it and offer a solution if needed.

Damaged During Return: Take photos and contact us within 24 hours — we’ll resolve it immediately.

Late Returns (After 60 Days): Reach out to us — exceptions may be made case-by-case (no guarantees).

What We Need From You

For All Returns:

Order number (from your confirmation email)
Reason for return

For Damaged Items:

Photo of the damaged product
Short description of the issue

For Change of Mind: Simply let us know you’d like to return it — no photos or explanations required.

Refund Confirmation

Email confirmation when we receive your return
Refund processing notification
Final confirmation once funds are sent

Tracking Your Refund: Check your bank or card statement. If not visible within 5 business days, contact support@sithaven.co.uk — we’ll assist immediately.

Contact Information

Email: support@sithaven.co.uk
Response Time: Within 24 hours
Business Hours: Monday–Friday, 9 AM–5 PM GMT

Before You Return: Have questions? Contact us first — we may be able to help resolve your issue without a return!