Refund policy
Return and Exchange Policy
What is the return and exchange policy?
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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.
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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.
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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.
- Please note that any product with an expiration date within six (6) months from the date of purchase is not eligible for return, exchange, or refund. By completing your purchase, you acknowledge and agree to this condition. For further information, contact Customerservice@sourcebeauty.com.
Products that can be returned and the reasons:
How to Return/Exchange a Product?
In case you receive a damaged, missing, or incorrect product:
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Step One:
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Email our customer service team within 15 business days of receiving the order.
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Step Two:
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Provide your order number and email, and send a photo and video of the product received with the issue (damage/problem) for reference.
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Note: If the order is missing one or more products, send a photo showing all the received items.
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Step Three:
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Per our policy mentioned above, the reason for the return/exchange request will be verified within 1 to 2 business days.
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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.
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Step Four:
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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:
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Cash refund
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Store credit voucher
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Bank transfer (based on the payment method used for the original order)
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Alternatively, we may send a replacement product if it is returned unopened and in its original packaging.
Please note:
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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.
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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.
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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.
Refund Policy
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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.
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Once a refund method is chosen, it cannot be changed.
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If the amount does not appear in the account for pre-paid refunds, please first contact your original payment provider.
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Note: Business days are Sunday through Thursday, 9 AM to 5 PM, excluding public holidays and official breaks.
Refund Periods & Methods
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Cash Payment:
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Refund will be issued in cash.
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Bank Card Payment:
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The refund will be processed within 7 to 14 business days.
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Store Credit Voucher:
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A refund will be issued within 1 to 2 business days.
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Prepaid Electronic Wallet Payment:
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A refund will be issued within 7 to 14 business days.
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Installment Payment:
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The refund will be processed using the same payment method within 7 to 14 business days.
Frequently Asked Questions:
1. I received my order. However, I changed my mind and I would like to return it.
The return request must be justified with a valid reason per our return policy.
2. I did not like the scent (perfumes, body splashes, creams, shampoos, etc).
As per our return policy, the return request has to be justified with a valid reason; therefore, not liking the scent of the product is insufficient.
3. I received my order, and the product packaging/container is ripped or damaged.
This will be investigated to check for the validity of the request, and a decision will be issued accordingly.
4. The product is not expected; I purchased it before, and it is different.
If it is different due to the supplier's design changes, then it is not a valid reason to return, as there’s a disclaimer for design changes on our website.
5. I ordered by mistake and want to return the package.
As per our return policy, the return request has to be justified with a valid reason. Therefore, ordering by mistake is an insufficient reason for a return.
6. I received my order twice I need to return one of both
This will be investigated to check for the validity of the request, and a decision will be issued accordingly.
7. I noticed the price is different and cheaper on other platforms.
This is the normal state of affairs in the E-Commerce market. However, we do our best to provide satisfactory products and prices.
8. I received my order; however, the packaging was different from what is listed on the website or the official vendor. (It's the same product, but the image or size is not updated on Source Beauty.)
If it is different due to the supplier's design changes, then it is not a valid reason to return, although there’s a disclaimer for design changes on our website.
9. I purchased the items before, but the ones I received from Source Beauty have a different texture, scent, etc.
This will be investigated to check for the validity of the request, and a decision will be issued accordingly.
10. I received the perfume/shampoo/ cream/ etc., and the product is not filled to the top.
This will be investigated to check for the validity of the request, and a decision will be issued accordingly.
11.I have been away, and I just opened my shipment. I found a broken/wrong/ any of the above issues mentioned, and I would like to return it (past 15 days and 30 days.)
As per our return policy, the return request has to be justified with a valid reason; therefore, the reason given above is insufficient.
12. I am allergic to one of the ingredients listed on the product and would like to return it.
As per our return policy, the return request has to be justified with a valid reason; therefore, discovering that you are allergic to the product is insufficient.
13.Customer is asking for a return after passing the 15/30 days of return as the product is no longer working or smells bad/something wrong with the consistency, etc.
After the legal term ends, a return request may not be accepted.
