Refund policy

Last Updated: October 6, 2025

At Cindy & Co, every jar of our body butter is handcrafted with care, love, and attention to detail. We take great pride in offering natural, skin-loving formulations that meet the highest standards of purity and freshness. Since our products are personal care items, we maintain strict hygiene and quality control procedures — which also means we have special guidelines for returns and refunds.

This policy explains when and how refunds or replacements may be issued, ensuring transparency and fairness in every transaction.

1. General Policy

Due to the nature of skincare products, we cannot accept returns or exchanges on opened or used items. This is to ensure the safety and integrity of our products for all customers.

However, if your order arrives damaged, incorrect, or defective, we’ll be happy to resolve the issue promptly. Your satisfaction is extremely important to us, and we handle every request with care and integrity.

2. Eligibility for Returns

To be eligible for a return or refund:

  • You must contact us within 7 days of receiving your order.
  • The product must be unopened, unused, and in its original packaging.
  • The item must have been purchased directly from our official website.

Returns requested beyond 7 days of delivery, or for items that have been opened or used, will not be eligible for refund or replacement.

3. Non-Returnable Items

For health, hygiene, and safety reasons, the following cannot be returned or exchanged:

  • Opened or used body butter jars
  • Items purchased during clearance or promotional sales
  • Gift cards and digital items
  • Products not purchased through our official website

We recommend reviewing product descriptions and ingredient lists carefully before placing an order, especially if you have allergies or sensitivities.

4. Damaged or Defective Products

We take great care in packaging every order, but if your body butter arrives damaged, leaking, or defective, please notify us within 48 hours of delivery.

To help us resolve the issue:

  1. Take clear photos of the damaged product and packaging.
  2. Include your order number and a brief description of the problem.
  3. Contact our support team — we’ll assess the situation and offer a replacement or full refund, depending on the issue.

Please retain all packaging materials until the case is resolved, as they may be needed for verification or courier claims.

5. Refunds

Approved refunds will be issued to your original method of payment.

Once we receive and inspect the returned item (if applicable), you’ll be notified about the approval status.

If approved:

  • Refunds typically take 5–10 business days to appear in your account.
  • Processing times may vary based on your payment provider.

Refunds will be issued for the product value only; shipping charges are non-refundable unless the return is due to an error on our part.

  1. Order Cancellations

Orders can only be canceled within 12 hours of placement, provided they have not yet been processed or shipped.

Once an order has been dispatched, it cannot be canceled. If you wish to change or cancel your order, please reach out to our support team as soon as possible.

7. Exchanges

Since body butter is a personal care product, exchanges are accepted only in the case of damage, defect, or incorrect product received.

All exchange requests must be made within 7 days of delivery and supported with relevant proof (photos or order details).

8. Return Shipping

For approved returns, customers are responsible for return shipping costs unless the return is due to a mistake from our side.

We recommend using a trackable courier service to ensure your package reaches us safely.

Returns lost in transit without proof of delivery cannot be processed.

9. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

  1. Check your payment account or card statement.
  2. Contact your bank or payment provider for updates.
  3. If the issue persists, reach out to our customer support team for assistance.

10. Our Commitment

We are a small business built on honesty and trust. We want every purchase from Cindy & Co to be a positive experience. While we must maintain hygiene and safety standards for skincare products, we always aim to resolve any issues quickly, fairly, and with empathy.

Contact Us

For any concerns regarding returns, refunds, or damaged items, please contact our Customer Support Team at:

📧 cindyandcoinc@gmail.com

Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (local time)