What you are looking for?

Return Policy

Return and Refund Policy – SarahandBendrix

Welcome to SarahandBendrix. Your satisfaction and the safety of our high-quality aesthetic products are our top priorities. Given the specific nature of these products and the strict international regulations governing their handling, we kindly ask that you read our return and refund policy carefully before placing an order.

Countries Served

We ship and manage resolution processes for damaged/defective orders in the following countries:

Angola, Argentina, Austria, Bangladesh, Belgium, Bahrain, Brazil, Belarus, Switzerland, Côte d’Ivoire, Chile, Cameroon, Colombia, Costa Rica, Czechia, Germany, Dominican Republic, Algeria, Ecuador, Egypt, Spain, Ethiopia, France, Georgia, Ghana, Greece, Guatemala, Hong Kong, Indonesia, Italy, Jordan, Japan, Kenya, Cambodia, Kuwait, Kazakhstan, Lebanon, Sri Lanka, Morocco, Madagascar, Myanmar (Burma), Mauritius, Mexico, Malaysia, Mozambique, Nigeria, Nicaragua, Netherlands, Norway, Nepal, Oman, Panama, Peru, Pakistan, Poland, Puerto Rico, Portugal, Paraguay, Romania, Saudi Arabia, Sweden, Singapore, Slovakia, Senegal, El Salvador, Thailand, Tunisia, Türkiye, Taiwan, Tanzania, Ukraine, Uganda, United States, Uruguay, Uzbekistan, Venezuela, Vietnam, South Africa, Zambia, Zimbabwe.

Return Policy Overview (for Google Merchant Center)

  • Returns: We accept returns for products that are defective or damaged upon arrival. Due to the specialized nature of our products, all sales are final for non-defective items. For defective products, we offer replacement, reshipment, or, in rare cases, a refund.
  • Exchanges: We accept exchanges for products that are defective or damaged upon arrival through replacement or reshipment.
  • Product Condition: We accept claims for products that are new or slightly used (only if defective or damaged upon delivery).
  • Return Window: You must contact us within 7 days of the delivery date to report a damaged, defective, or incomplete order.
  • Return Method: The resolution process will occur by mail for the return of defective products, if required.
  • Return Label: The return label will be included in the original package and will be free only for cases of damaged, defective, or incomplete orders.
  • Restocking Fees: No restocking fees apply for approved returns due to damaged, defective, or incomplete products. In the unlikely event that a return is agreed upon for reasons not attributable to product defects (only for non-specialized products, if applicable, and at our sole discretion), a restocking fee of EUR 50 may apply. This will be communicated in advance.
  • Refund Processing Time: The refund processing time is 30 days from the moment the return is approved and the product is received and verified.

Full Details of the Return and Refund Policy

1. All Sales Are Final (for Specialized Products)

For health, safety, and regulatory reasons, all sales of our specialized aesthetic products are final. We do not accept returns or exchanges on these items except for cases of products damaged or defective upon delivery. Once products have been shipped, we cannot accept them back into inventory due to the strict handling and storage requirements necessary to ensure product sterility and safety.

2. Damaged, Defective, or Incomplete Orders

Should your order arrive damaged, defective, or incomplete, please contact us within 7 days of the delivery date. To help us resolve the issue quickly, please include:

  • Your order number.
  • A clear description of the problem.
  • Photographs of the damaged or incorrect items and the packaging.

Once your report has been verified, we will offer, at our discretion, one of the following solutions:

  • Replacement of the damaged product.
  • Reshipment of the missing items.
  • Store credit or a refund (only in rare cases and under specific circumstances, for example, if we are unable to provide a replacement or if the product was confiscated by customs without customer fault).

3. Shipping Issues

We ship worldwide using trusted courier services. While we do our best to ensure smooth international deliveries, please note the following:

  • Customs Clearance: Buyers are responsible for ensuring that the products are permitted in their country. We are not liable for orders delayed, returned, or confiscated by customs due to local regulations. In these cases, no refund will be issued.
  • Failed Delivery or Refusal: In the event of a failed delivery due to the recipient’s absence or refusal of the package, we will not be able to issue a refund. It will be the buyer’s responsibility to arrange for any potential reshipment at their own expense.
  • Lost Packages: If a package is lost in transit, we will initiate a claim with the courier. The resolution of such claims can take between 10 to 30 business days, depending on the courier’s procedures. We ask for your cooperation in providing any necessary information to facilitate the investigation. Refunds for lost packages will only be processed after confirmation of the claim by the courier.

4. Order Cancellations

Orders can only be canceled before they are processed for shipment. Once the order has been packed or dispatched, it cannot be canceled or refunded.

If you wish to cancel an order, please do so as soon as possible using your order number and by contacting our customer service team.

5. Product Authenticity Guarantee

All products sold on SarahandBendrix are 100% authentic, original, and sourced directly from licensed manufacturers and distributors. We take product integrity very seriously and guarantee that every item is stored and shipped according to strict quality standards.

Contact Us

If you have any questions or clarifications regarding our return and refund policy, please do not hesitate to contact us at info@sarahandbendrix.com.