Returns

 

Return and Exchange Policy

What is the return and exchange policy?

• Please note that all our products are original and are provided directly from the parent manufacturer. Before shipping your order, we inspect the quality of your purchases to minimize any chances of issues with the requested products. Returns or exchanges of our products listed on the website are only allowed as outlined in this policy.

• Source Beauty offers a simple return policy for its customers. You can request a return or exchange for a product within 15 business days from the date of delivery if it is damaged, missing, or incorrect or for reasons related to hygiene only. You can submit a return/exchange request within 30 days from the date of receipt of the order if there is a manufacturing defect in the product/order.

• Source Beauty is responsible for refunding the amount the customer paid if the return reason meets the conditions and terms mentioned below on the website and app.

Products that can be returned and the reasons:

How to Return/Exchange a Product?

In case you receive a damaged, missing, or incorrect product:

1. Step One:
   
   

• Email our customer service team within 15 business days of receiving the order.
  

2. Step Two:
   

• Provide your order number and email, and send a photo and video of the product received with the issue (damage/problem) for reference.
  

• Note: If the order is missing one or more products, send a photo showing all the received items.
  

3. Step Three:
   

• Per our policy mentioned above, the reason for the return/exchange request will be verified within 1 to 2 business days.
  

• If the reason for the return/exchange is valid, we will contact the customer and arrange a pickup with our shipping company to schedule a return date for the product/order within 2 to 7 business days.
  

4. Step Four:
   

• Once the returned product is received by our quality team from the shipping company (within 2 to 7 business days), we will begin processing the refund in the form of:
  

• Cash refund
  

• Store credit voucher
  

• Bank transfer (based on the payment method used for the original order)
  

• Alternatively, we may send a replacement product if it is returned unopened and in its original packaging.
  

Please note:

• If the customer's complaint is found to be invalid, the product will be returned to the customer within 2 to 7 business days at the registered address's shipping cost. If the customer refuses, the product will not be re-shipped unless requested.
  

• If the product is refused for the second time, it will be returned to the Source Beauty warehouse. If the customer wants to collect it, they must go to the warehouse to pick it up while adhering to the mentioned terms.
  

• After the second failed delivery attempt, the product will remain in our warehouse for 90 days. If the customer does not respond to the refusal or continues to not respond during the 90-day period, it will be considered a final waiver of the product/order by the customer.
  
  

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Refund Policy

• The refund period starts once the product is accepted by the inspection committee, which confirms that it matches the return reason. This process will take 2 to 7 business days.

• Once a refund method is chosen, it cannot be changed.

• If the amount does not appear in the account for pre-paid refunds, please first contact your original payment provider.

• Note: Business days are Sunday through Thursday, 9 AM to 5 PM, excluding public holidays and official breaks.
  
  

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Refund Periods & Methods

1. Cash Payment:

   • Refund will be issued in cash.

2. Bank Card Payment:

   • The refund will be processed within 7 to 14 business days.
     

3. Store Credit Voucher:

   • A refund will be issued within 1 to 2 business days.
     

4. Prepaid Electronic Wallet Payment:

   • A refund will be issued within 7 to 14 business days.
     

5. Installment Payment:

   • The refund will be processed using the same payment method within 7 to 14 business days.

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Frequently Asked Questions

1. Q: I received my order, but I changed my mind and would like to return it.
A: Return requests must be justified with a valid reason, as stated in our return policy. Changing your mind is not a sufficient reason.

2. Q: I did not like the scent (perfumes, body splashes, creams, shampoos, etc).
A: Unfortunately, not liking the scent is not considered a valid reason for a return under our policy.

3. Q: I received my order, but the product packaging/container is ripped or damaged.
A: This will be investigated to verify the issue, and a decision will be made accordingly.

4. Q: The product is not what I expected. I purchased it before, and now it’s different.
A: If the difference is due to supplier design changes, it is not a valid reason for return. We include a disclaimer for such changes on our website.

5. Q: I ordered by mistake and want to return the package.
A: Ordering by mistake is not a valid reason for return under our return policy.

6. Q: I received my order twice and need to return one.
A: This will be investigated to confirm the issue, and a decision will be issued accordingly.

7. Q: I noticed the price is cheaper on another platform. Can I return the item?
A: Price variations are normal in e-commerce. We aim to provide the best value and service but cannot accept returns based solely on price differences.

8. Q: I received my order, but the packaging is different from the image shown on the website.
A: If the packaging differs due to supplier design changes, it is not a valid reason for return. This is mentioned in our website disclaimer.

9. Q: I purchased the same product before, but the new one has a different texture, scent, etc.
A: This will be investigated to determine the validity of the issue, and a decision will be made accordingly.

10. Q: I received a perfume/shampoo/cream/etc., and the product is not filled to the top.
A: This will also be investigated to verify the claim, and a decision will follow.

11. Q: I was away and just opened my shipment. I found a damaged or incorrect item, but it’s past 15/30 days.
A: As per our policy, return requests must be made within the allowed timeframe. Unfortunately, returns beyond this period cannot be accepted.

12. Q: I am allergic to one of the ingredients listed on the product. Can I return it?
A: Allergic reactions are not considered a valid reason for return, as all ingredients are listed on the packaging and product pages.

13. Q: I want to return the product after the 15/30-day period because it no longer works or smells bad.
A: Once the legal return window has passed, return requests may not be accepted.