Refund Policy

Thank you for shopping with Sun Oak Bay. We value your satisfaction and strive to provide high-quality products and services. This Refund Policy outlines our procedures regarding returns, refunds, and exchanges for purchases made through our website sunoakbay.site.

1. Physical Product Returns

1.1 Return Eligibility

You may return most new, unopened items within 30 days of delivery for a full refund. To be eligible for a return, your item must be:

• Unused and in the same condition that you received it
• In the original packaging with all tags attached
• Accompanied by the original receipt or proof of purchase

1.2 Non-Returnable Items

The following items cannot be returned:

• Cosmetic products that have been opened, used, or had their seals broken
• Products marked as "final sale," "clearance," or "non-returnable"
• Gift cards
• Downloadable products and digital content
• Personal items such as brushes, applicators, and other beauty tools for hygiene reasons

1.3 Damaged or Defective Items

If you receive a damaged or defective item, please contact our Customer Service team within 48 hours of receipt. We will require photos of the damaged item and packaging to process your claim. Depending on the circumstances, we may offer:

• A replacement of the same item
• A full refund including shipping costs
• Store credit for the purchase amount

1.4 Return Process

1. Initiate your return by contacting our Customer Service team at [email protected] with your order number and reason for return.
2. Upon approval, you will receive a Return Merchandise Authorization (RMA) number and return instructions.
3. Package the item securely with all the original packaging and include the RMA number on the outside of the package.
4. Ship the item to the address provided in the return instructions.

1.5 Return Shipping

You are responsible for return shipping costs unless the return is due to our error (you received an incorrect or defective item). We recommend using a trackable shipping service and purchasing shipping insurance for your protection.

2. Refund Processing

2.1 Refund Timeframe

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved:

• For credit/debit card payments: Refunds will be processed to the original method of payment within 5-7 business days.
• For other payment methods: Store credit or alternative refund methods will be offered.

It may take an additional 2-10 business days for the refund to appear in your account, depending on your financial institution's processing times.

2.2 Partial Refunds

Partial refunds may be issued in the following cases:

• Items returned beyond the 30-day return window but within 45 days
• Items with missing parts or accessories
• Items that show signs of wear or use but are otherwise in good condition
• Items that were on sale or purchased with a discount code

2.3 Refund Rejections

We reserve the right to reject refunds for:

• Items returned without prior authorization
• Items returned beyond 45 days after delivery
• Items that have been used, damaged, or are missing parts after delivery
• Non-returnable items as listed in section 1.2

3. Exchanges

We do not process direct exchanges. If you need a different item, please return the original purchase for a refund and place a new order for the desired item.

4. Digital Products and Services

4.1 Online Courses and Tutorials

For online courses, tutorials, and other digital educational content:

• A full refund may be issued within 14 days of purchase if you have not accessed more than 20% of the content.
• To request a refund, email [email protected] with your purchase details and reason for the refund request.
• After 14 days or if more than 20% of the content has been accessed, no refunds will be issued.

4.2 Digital Downloads

Due to the nature of digital downloads, all sales are final once the download link has been accessed or the download has begun. No refunds will be issued for digital downloads unless the file is corrupted or inaccessible.

5. Virtual Consultations and Services

For virtual makeup consultations and services:

• Cancellations made 48+ hours before the scheduled consultation time will receive a full refund.
• Cancellations made 24-48 hours before the scheduled consultation will receive a 50% refund or the option to reschedule once without penalty.
• Cancellations made less than 24 hours before the scheduled consultation are not eligible for a refund but may be rescheduled with a 25% rescheduling fee.
• No refunds will be issued after a consultation has been completed.

6. Subscription Services

For subscription-based services:

• You may cancel your subscription at any time by logging into your account or contacting customer service.
• Refunds are not issued for partial subscription periods. Your subscription will remain active until the end of the current billing cycle.
• If you cancel within 7 days of starting a new subscription, you may be eligible for a prorated refund of the unused portion.

7. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash unless required by applicable law. Gift cards do not expire and have no fees.

8. Promotional Items and Free Gifts

Items received as part of a promotion or as free gifts with purchase cannot be returned for cash value. If you return the qualifying item that earned the promotional or free item, you must also return the promotional or free item, or its value will be deducted from your refund.

9. Special Circumstances

We understand that special circumstances may arise. In cases of:

• Severe allergic reactions (with medical documentation)
• Significant product defects not apparent upon initial inspection
• Incorrect shipping address provided by Sun Oak Bay

Please contact our Customer Service team to discuss options outside our standard policy.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically.

11. Contact Information

If you have any questions about our Refund Policy, please contact us at:

Sun Oak Bay
38 Fox Cove, Pricetown, WD6 5QD, United Kingdom
Email: [email protected]
Phone: +448130892137