Returns & Refunds Policy

Effective date: 16 August 2025 - This Returns Policy applies to purchases made from Sabina London (Sabina Hair & Cosmetics Tooting Ltd).

1. How to request a return

   To start a return, email us at Returns@sabinalondon.co.uk with your order number (#Sabina-XXXX), date of purchase and reason for return. Do not send items back without an approved return - items returned without prior authorisation may be refused.

2. Return address

   If your return is approved we will provide a return shipping label and instructions. Approved returns should be sent to:

3. Eligibility & hygiene rules (important for cosmetics)

   To be eligible for a refund your item must be in the same condition you received it: unused, unwashed, and in its original packaging with all seals and hygiene stickers intact. For cosmetics and personal care items we can only accept returns of unopened, sealed products for hygiene and safety reasons. Opened or used cosmetic items are non-returnable unless faulty.

4. Exceptions & non-returnable items

   The following are not accepted for return unless faulty:

1. Opened or used cosmetic/personal care items.
2. Wigs, Ponytails, Extensions and Electronics (Except Faulty items).
3. Perishable goods or items clearly produced to customer specification.
4. Gift cards and sale items marked as non-returnable.

5. Faulty, damaged or incorrect items

   Inspect your order upon receipt. If an item is defective, damaged, or you received the wrong product, contact us immediately at Contact@SabinaLondon.co.uk with photos and your order details. We will investigate and, where appropriate, offer a replacement, repair or full refund in line with UK consumer rights.

6. Returns process & timeline

Once your return is accepted we will send you a return shipping label and instructions. After we receive and inspect the item we will notify you of the approval or rejection of your refund.

If approved, refunds will be issued to your original payment method. Refunds are usually processed within 10 business days of our receipt and inspection. Please allow additional time for your bank or card issuer to post the refund to your account.

If more than 15 business days have passed since we approved your return and you still have not received your refund, contact us at Contact@sabinalondon.co.uk.

7. Exchanges

    If you want a different item the quickest method is to return the original item for a refund (following the above process) and then place a new order for the replacement item.

8. Return shipping costs

    If a return is due to our error (faulty/wrong item) we will provide a return label and cover the cost. For change-of-mind returns we may provide a return label at our discretion; otherwise the customer is responsible for return postage unless otherwise agreed.

9. Partial refunds

    Partial refunds may be issued where an item shows signs of use, is not returned in original condition, or where parts/accessories are missing. We will notify you if a partial refund is to be issued and explain the deduction.

10. Customer support & contact