Returns & Refund Policy
Thank you for shopping with Sun & Sanctuary! We want to ensure your complete satisfaction with every purchase made from our website. If you are not entirely satisfied with your purchase, we're here to help.
Highlights:
- Free returns on all US orders.
- 30 days to return from delivery date.
- No refunds on upgraded or international shipping.
- Email us at info@sunandsanctuary.com with your order number to start a return.
Please see below for full details on our return process and return item eligibility.
Return Policy
We offer a 30-day return policy, starting from the date of delivery, for all eligible items. If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.
We are proud to offer free returns on all US orders. Customers outside the US will be charged standard shipping rates for their prepaid return label. Please see the "International Orders" section below for more details.
Return Eligibility
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. It must also have any tags, labels, or protective covers intact. Please note that custom-made or personalized products are exempt from being returned.
How to Make a Return
To ensure smooth return shipping, we provide a prepaid label. Please contact us to initiate your return. Here's how:
1. Email us at info@sunandsanctuary.com or use our contact form. To speed up the process, please include your order number in the email.
2. We will get back to you within 1-3 business days. If your item is eligible for a return, we will include a prepaid USPS shipping label which you can print and attach to your return package. For International orders, we will send you a payable invoice for your return label and send the label after it has been paid.
3. Please pack your return with all labels and tags attached. To be eligible for a refund, your item must be new, unwashed, unaltered, and in the condition it was given. Please include your packing slip.
4. Affix your prepaid shipping label to the outside of the package. It can be mailed to us at any USPS location.
5. Refunds are sent after the package makes it to our warehouse and is processed. Processing returns can take up to two weeks. Please be patient, but if you need help with your order, don't hesitate to contact us at info@sunandsanctuary.com. We are happy to help!
6. Refunds are made to your original payment method. Your bank or credit card provider may take 3–7 business days to post the refund.
Thank you!
Refund Process & Policies
We offer refunds on the full amount of the eligible product returned. We do not refund the cost of shipping, no matter the circumstances. We cannot guarantee the speed of shipping upgrades -- those are dependent on the shipping company. Please note that if you purchase a shipping upgrade and the shipping company fails to meet their estimated delivery date, we will not be able to refund you for it. If the package is lost by the shipping company, we still cannot refund shipping.
Once your item is returned to our warehouse, we will inspect and process it. This can take up to two weeks. Once the item has been processed, if the return is approved, we will submit your refund to your original payment method. If there is any issue with your refund's eligibility, such as removed tags or a damaged item, we will contact you to let you know.
Refunds are issued once your return is processed and approved. Your bank or credit card provider may take 3–7 business days to post the refund.
Exchanges
If you'd like a different item or different size, please place a new order. To return the item you no longer want, email us at info@sunandsanctuary.com to start the process. See full details above.
Late or Missing Refunds
If you haven't received your refund within the specified timeframe, please check your bank account or credit card statement again. It may take some time for the refund to be officially posted by your financial institution. If you have done all of this and still have not received your refund, please contact our customer support team for further assistance.
Damaged Items Recieved
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with photos of the issue. We’ll work quickly to make it right—either by sending a replacement or issuing a refund.
Final Sale Items
Please note that final sale items, custom items, and gift cards are non-refundable.
Incorrect or Undeliverable Addresses
Please double-check your shipping address at checkout—we are not responsible for packages sent to the wrong address if the information provided is incorrect. If your address is wrong, please email us ASAP with the correct address so we can try to change it before the package is shipped.
If a package is returned to us due to an incorrect or undeliverable address, we’ll contact you. You can choose to:
- Have the package reshipped to a corrected address. A reshipping fee will apply.
- Receive a refund for the item(s) minus the original shipping cost (if any).
If your package is marked as delivered but you did not receive it, please contact your local postal service first. We are unable to refund or replace items marked as successfully delivered.
Excessive Returns Disclaimer
We reserve the right to refuse returns from customers who repeatedly return items or who do not follow our return guidelines.
If you are unsure of your size, please do not order multiple sizes with the intention of returning the ones that don't fit. Returns harm our small business - they are expensive and prevent us from selling the items while they are gone. They are harmful from the environment because they increase emissions made by shipping.
Instead, please see our size chart and reach out to us for size specific questions. We love to help!
International Orders
For international orders, we will provide you with a prepaid shipping label to make your return. International customers are responsible for return shipping costs. The cost of shipping is dependent on the location that the return is shipping from, the size and weight of the package, and current shipping rates. We try to find the most affordable, secure shipping service for you.
Please see the section above (How to Make a Return) for instructions on how to make a return.
Contact Us
If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer support team at info@sunandsanctuary.com. We are here to assist you and ensure that you have a positive shopping experience with Sun & Sanctuary.
Note: This return policy is subject to change without prior notice. Please refer to the return policy on our website at the time of your purchase for the most up-to-date information.
Thank you for choosing Sun & Sanctuary!