Refund and Return Policy

Last updated: July 22, 2026

We want you to be confident ordering from Still Sanctuary. This policy applies in addition to any rights provided by applicable consumer law.

Change-of-Mind Returns

You may notify us that you wish to return an eligible product within 14 days after delivery. After notifying us, please send the product back within 14 days.

To be eligible, the product must be unused, unburned, undamaged, and returned with its original packaging, labels, and included items. You may inspect the product as you reasonably would in a shop, but we may reduce a refund where handling has diminished its value, to the extent permitted by law.

Non-Returnable Products

The following are not eligible for change-of-mind returns where permitted by law:

• any opened, used, burned, damaged, or unsealed product whose condition affects resale;
• personalised or made-to-order products;
• sealed goods that are not suitable for return for health or hygiene reasons once unsealed, if applicable;
• gift cards;
• final-sale items clearly identified as non-returnable before purchase, except where faulty or where applicable law requires a remedy.

How to Start a Return

Email stillsanctuary@hotmail.com with your order number, the products you wish to return, and the reason for return. Do not send products back until you receive return instructions.

After your return request is approved, we will provide the current return address and return instructions by email. Returns sent without approval may be delayed or refused where permitted by law.

Return Shipping Costs

For change-of-mind returns, the customer pays return shipping and is responsible for the parcel until it reaches us. We recommend a tracked service.

If a product is faulty, damaged on arrival, materially not as described, or incorrect, Still Sanctuary will cover reasonable return costs or provide another appropriate remedy, as required by law.

Refund Amount and Timing

After receiving and inspecting the return, we will notify you of the outcome. Approved refunds will be issued to the original payment method within 14 days after we receive the returned goods, or earlier where required by law.

For eligible UK cancellations, we will refund the standard outbound delivery charge where required. Any additional amount paid for an upgraded delivery service is not refundable unless the law requires otherwise. Original shipping is generally not refunded for voluntary returns outside statutory requirements.

Your bank or payment provider may need additional time to post the refund.

Exchanges

We do not process direct exchanges. Return the eligible item for a refund and place a new order.

Damaged, Faulty, or Incorrect Products

Contact us within 48 hours of delivery where reasonably possible and include your order number plus clear photographs of the parcel, label, and affected products. The 48-hour request helps us investigate carrier damage and does not remove statutory rights.

Depending on the issue and applicable law, we may offer a replacement, repair, price reduction, or refund.

Cancellations Before Dispatch

Contact us as soon as possible. We will try to cancel the order, but cannot guarantee cancellation after fulfilment has begun. If it has already shipped, follow the return process above.

Unclaimed or Refused Parcels

If a parcel is returned because it was unclaimed, refused, incorrectly addressed, or import charges were not paid, we may deduct unrecoverable shipping and return costs from the refund where permitted by law.

Contact

Returns email: stillsanctuary@hotmail.com

The return address is provided after return approval. Do not send returns to our registered business address.