Refund policy

Refund Policy

We want you to be happy with your order. If something's wrong with it, we'll make it right without asking you to ship anything back.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If the item is damaged, faulty, or isn't what you ordered, email us at support@trysanoco.com within 30 days of delivery with your order number and a photo of the product.

Once approved, we'll issue a full refund to your original payment method. You won't need to return the item and there's no return shipping cost to you.

Orders that haven't arrived

If your order hasn't arrived within 21 days of dispatch, contact us and we'll refund your order in full or send a replacement — your choice, at no cost to you.

Change of mind

For health and hygiene reasons, we're unable to accept returns or exchanges on skincare products once they've been delivered. This is standard practice for personal care goods.

If you've changed your mind and your order hasn't shipped yet, email us as soon as possible and we'll cancel it for a full refund. Orders are usually sent to our fulfilment partner within a few hours of being placed, so contact us quickly.

Exchanges

We don't offer direct exchanges. If you received the wrong item, we'll refund you in full and you're welcome to place a new order.

How refunds are processed

Approved refunds are issued to your original payment method within 5–7 business days. Your bank or card issuer may take a few additional days to post the funds to your account.

If more than 15 business days have passed since your refund was approved and you haven't received it, contact us at support@trysanoco.com.

Cancellations

Orders can be cancelled for a full refund any time before they're dispatched. Email support@trysanoco.com with your order number.

Contact

support@trysanoco.com — we respond within 24 hours.

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