Refund policy

We are committed to providing quality products to our customers. While we hope that you are always satisfied with your Sugar Glow Apothecary purchase, we realize there are times that you may need to return a product. If you will need to return your product, please review the information below:

• Returns must be made within 30 days of your receipt date for a refund.

• Merchandise must be in its original, unopened, and unused condition with the original unbroken seal.

• We regret that we do not refund original shipping costs with the return.

• All items must be shipped back to us via USPS priority mail or the equivalent. The items must be wrapped in a way as to not be damaged during shipping (bubble wrap, eco friendly paper wrap, shipping peanuts, etc) and must be shipped with ice packs (like the Luna brand ice packs that were originally shipped with your product). This ensures the product stays safe on its way back to us and does not melt or become damaged.

• Please mail your return to:

            Sugar Glow Apothecary LLC

            Attn: Le Haircut/The Nail Lab

            1239 N Gulfstream Ave 

             Sarasota, FL 34236

• You will be responsible for the return shipping & handling charges, which will not be refunded, unless you received damaged merchandise.

We pack our products with tons of eco friendly wrap and air bubbles, but we understand that damage during shipping can happen. If your product arrives damaged, please take a picture and send it to us at:

sugarglow.contact@gmail.com (pictures are required for a return/exchange based on damaged goods)

• Please make sure to record your tracking number because we cannot issue a refund until our office confirms receipt of the returned merchandise. We are not responsible for lost packages.

• All returns will be credited to the original credit card used at the time of purchase.

• Returns will be processed within 1-2 weeks of our office receiving your item.

• Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.

• Please do not mail any packages C.O.D., as they will not be accepted.

Please contact customer service with any questions by email at sugarglow.contact@gmail.com or by phone at 1(941)500-2721 (M-F 10AM-6PM EST)

Please Note: Empty containers cannot be accepted for refund.

 

EXCHANGE POLICY

We are happy to exchange any merchandise that is damaged or unused. You can return items in person at the store located at

1239 N Gulfstream Ave, Sarasota, FL 34236

or by shipping the product back to us. If you need to exchange your product, please review the information below:

• We accept exchanges on items purchased up to 30 days after the original purchase. 

• Please enclose the product you wish to exchange and your receipt. On the receipt, write instructions on what item(s) to exchange. 

• If there is a difference in cost with the exchange, one of our customer service representatives may reach out to you for further information. 

• You will be responsible for the return shipping & handling charges, which will not be refunded. 

• All items must be shipped back to us via USPS priority mail or the equivalent. The items must be wrapped in a way as to not be damaged during shipping (bubble wrap, eco friendly paper wrap, shipping peanuts, etc) and must be shipped with ice packs (like the Luna brand ice packs that were originally shipped with your product). This ensures the product stays safe on its way back to us and does not melt or become damaged.

• Ship your exchange to us via a pre-paid package:

            Sugar Glow Apothecary LLC

            Attn: Le Haircut/The Nail Lab

            1239 N Gulfstream Ave

             Sarasota, FL. 34236

 

To start a return, you can contact us at sugarglow.contact@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sugarglow.contact@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable items

Our products are custom made skin care products, due to sanitary concerns we do not accept returns on non-damaged products once they leave the store, but we can exchange for something of equal value.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Upon receipt of your returned item, we will process and ship out the new product you have indicated in your initial return request email. Please allow 1 business day for processing and note our shipping policy. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.