Returns Policy

RETURNS/REFUNDS & EXCHANGES

At Scarlet Sweetheart, our customer satisfaction with our products is our number one priority. We take pride in our stringent quality control procedures and strive to provide our customers with only the highest quality products. However, all sales are final due to the nature of our products, we do not offer returns/refunds or exchanges of change of mind returns. In certain circumstances, we do offer returns/refunds/exchanges. Returns/refunds/exchanges can only be made for damaged, faulty or defective products. Under those circumstances, returns/refunds/exchanges requests can be made within 30 days of the date you received your order.   

The item must be unused and in its original condition with the original packaging with all materials included. The item must not have been damaged while in the possession of the customer.

To process a return/refund/exchange ONLY on damaged, faulty or defective products, please contact us at customercare@scarletsweetheart.com.

Please understand that all returns/refunds/exchanges must be pre-authorised by emailing us before sending any products back to us. If an item may be considered damaged, faulty or defective, please email customercare@scarletsweetheart.com or contact us on our "Contact Us" link indicating your Name, Order Number, description and a photo image of the product. Damaged, faulty or defective products need to be addressed within 30 days from the day of purchased. If the product is deemed defective by customercare@scarletsweet.com, you will be eligible for a refund or replacement of the same item. We will get back to you with upmost importance and priority. After 30 days, the Return Authorisation will expire, and the item will no longer be eligible for a return.

Please note we reserve the right to refuse a return if it does not meet the conditions outlined above.

The cost involved in returning a damaged, faulty or defective item to Scarlet Sweetheart will be covered or reimbursed by us. In the case that we cannot resolve the issue over email, customers will be in charge of the cost of returning an item back to us. Scarlet Sweetheart will not be held liable for any lost returns. We strongly recommend you use a registered postal service and record the tracking details.

Once we have received your returned package and inspected the items, you will be contacted via the email address provided in your original order. If your return is accepted as per our returns policy, we will issue you a refund or replacement. Refunds are made in the original form of payment and are issued to the person documented on the original order. 

Refunds are issued within 5-10 business days. Please be aware that it may take some time before a refund is officially shown on your account. 

PARCEL DAMAGE ON DELIVERY

Please contact us within 5 business days if your purchased item arrives damaged. This will allow us to contact our courier and delivery agents. Please photograph the damage and keep all of the packaging, as the courier company will request to see evidence of damaged goods. Our dedicated customer care team will assist you through this process.

EXCHANGES

We are apologise that you are unsatisfied with your item. Due to the nature of our products and for hygiene reasons, we are unable to offer returns/refunds/exchanges for change of mind returns. We only provide returns/refunds/exchanges in certain circumstances such as damaged, faulty and defective products.

*ALL SALE ITEMS ARE FINAL; RETURNS/ REFUNDS/ EXCHANGES WILL NOT BE ACCEPTED ON THESE ITEMS UNLESS DEEMED DAMAGED, FAULTY OR DEFECTIVE.

For any additional questions, please contact our customer care team at customercare@scarletsweetheart.com via email or alternatively on our "Contact Us" page. We'll get back to you as soon as possible!