At Hey Sugar, customer satisfaction is important to us. Please read our refund policy carefully before making a purchase.

1. Eligibility for Refunds

Due to the nature of cosmetic and personal care products:

  • Opened or used products are non-refundable and non-returnable.
  • Refunds or replacements are accepted only in the following cases:
    • The product has a manufacturing defect
    • The wrong item was delivered
    • The product was damaged during shipping

2. Reporting an Issue

  • Any issue must be reported within 48 hours of receiving your order.
  • Customers must provide:
    • Order number
    • Clear photos or videos showing the issue
  • Requests submitted after 48 hours may not be accepted.

3. Refund Process

  • Once your request is reviewed and approved, we will notify you of the approval status.
  • Approved refunds will be processed using the original payment method.
  • Refund processing time may take 5–10 business days, depending on your payment provider.

4. Exchanges

  • If eligible, we may offer an exchange instead of a refund.
  • Exchanged items must be unused, unopened, and in their original packaging.

5. Non-Refundable Items

The following items are not eligible for refunds:

  • Opened or used products
  • Products damaged due to misuse or improper storage
  • Orders placed incorrectly by the customer
  • Promotional or discounted items (unless defective)

6. Shipping Costs

  • Shipping fees are non-refundable, except in cases where the error was made by us.
  • Customers may be responsible for return shipping costs unless the issue is due to our mistake.

7. Cancellations

  • Orders can be canceled only before shipment.
  • Once an order has been shipped, it cannot be canceled or refunded.