Returns & Refunds Policy
At S&G LUXES, we want you to feel completely confident shopping with us. Because our products are personal hygiene items, our returns process is designed to keep every customer safe while still being fair if something goes wrong.
7-Day Return Window
You may request a return within 7 days of receiving your order.
Hygiene Requirement: Items Must Be Unopened
As tissue and paper products are hygiene items, we can only accept returns for items that are unopened and in their original, sealed packaging. For health and safety reasons, once a pack has been opened, it cannot be returned or exchanged unless the product itself is faulty.
This policy helps us maintain the highest hygiene standards for all our customers — we’re sure you understand.
Damaged, Incorrect, or Faulty Items
We take great care in packing every order, but if something isn’t right, we will make it right. If you receive:
- a damaged item,
- the wrong item, or
- a faulty product,
please report it to us within 48 hours of delivery, along with clear photos of the item and its packaging. Once verified, we will arrange a free replacement or a full refund — whichever you prefer.
How to Start a Return
Starting a return is simple:
- Email us at hello@sgluxes.com with your order number and a brief description of the issue.
- For damaged, incorrect, or faulty items, attach clear photos.
- Our team will review your request and respond within 1-2 business days with next steps.
Refund Timelines
- Bank transfer orders: once your return or refund is approved, funds are refunded to your original bank account within 5-7 business days.
- Cash on Delivery (COD) orders: since no card or online payment was taken, approved refunds are processed via bank transfer. We will ask for your bank account details to send the refund directly.
Who Pays for Return Shipping?
- Change of mind: if you simply wish to return an unopened item you no longer want, return shipping costs are the customer’s responsibility.
- Faulty, damaged, or incorrect items: S&G LUXES covers the full cost of return shipping. We will arrange collection or reimburse your courier cost.
Need Help?
Our team is here for you. Email hello@sgluxes.com with your order number, and we’ll sort things out quickly and fairly.