1. Scope of this policy
This Return & Refund Policy applies to orders placed through the GoodSalla online store. Because we sell skincare and personal care products, return eligibility depends on order status, product condition, and hygiene safety.
Important: submitting a cancellation or return request does not mean the request has already been approved. Our team must review the request first.
2. Cancellation before fulfillment
You may request cancellation before your order has entered fulfillment. Cancellation requests are normally allowed when the order has not yet been:
- processed,
- packed,
- booked for shipping,
- dispatched, or
- handed over to the delivery carrier.
If your cancellation request is accepted before fulfillment starts, we will cancel the order and arrange the refund through the original payment method, where applicable.
3. When cancellation is no longer possible
Once an order has been processed, packed, booked for shipping, or dispatched, we may not be able to stop the shipment.
If your order has already moved into fulfillment, shipping, or dispatch, your cancellation request may be declined and you may need to follow the return process instead.
4. Returns after dispatch or completion
If your order has been dispatched, delivered, or marked as completed, you may request a return through My Account → Orders → Return Order.
You must submit your return request within 14 days from the day after you receive or collect your order.
To be eligible for return, the product must be:
- unopened,
- unused,
- in its original packaging,
- with all hygiene seals and safety seals intact,
- in a condition suitable for resale, and
- returned with any included gifts, samples, bundles, or promotional items where applicable.
5. Skincare hygiene and safety conditions
Because GoodSalla sells skincare and personal care products, we cannot accept returns of products that have been opened, used, tested, contaminated, or had their hygiene seal or safety seal broken.
This includes, but is not limited to:
- opened creams, serums, cleansers, toners, masks, sunscreens, ampoules, or treatments,
- products with broken or removed seals,
- products with damaged inner packaging,
- products showing signs of use,
- products returned without protective packaging where hygiene cannot be verified.
This rule is necessary for health, hygiene, and customer safety.
6. Faulty, damaged, or incorrect products
If you receive a faulty, damaged, leaking, defective, or incorrect product, please submit a request as soon as possible through My Account → Orders → Return Order or contact us at returns@goodsalla.com.
Please include:
- your order number,
- a clear description of the issue,
- photos of the product,
- photos of the packaging,
- photos of the shipping box if the parcel was damaged during delivery.
If the product is confirmed to be faulty, damaged, or incorrect, we will offer an appropriate solution, such as replacement, refund, or another remedy depending on the case.
7. Return shipping cost
For normal returns where you changed your mind, ordered the wrong product, or no longer want the product, you are responsible for the return shipping cost unless we agree otherwise in writing.
For faulty, damaged, or incorrect products, GoodSalla will handle the return shipping cost where the claim is approved.
Please do not send any item back before your return request has been reviewed and approved. Returns sent without approval may be delayed or refused.
8. Refunds
Once we receive and inspect the returned product, we will notify you about the approval or rejection of your refund.
If the return is approved, the refund will be issued to the original payment method where possible.
Refunds may be reduced or refused if:
- the product has been opened or used,
- the hygiene seal or safety seal has been broken,
- the product is damaged after delivery due to customer handling,
- parts of the order are missing,
- promotional gifts, samples, or bundle items are not returned where required,
- the return was sent without approval,
- the item does not meet our return conditions.
Shipping fees may not be refundable unless the return is due to a confirmed fault, damage, or incorrect item.
9. Bundles, kits, and promotional items
If you purchased a bundle, skincare kit, routine set, or promotional package, all included products must be returned together unless GoodSalla approves a partial return.
If a free gift, sample, or promotional item was included with your order, it may also need to be returned if your refund affects the original promotion conditions.
If only part of a bundle is returned, the refund amount may be adjusted based on the remaining items kept by the customer.
10. Orders not collected from the delivery point
Not collecting a parcel is not the same as submitting a valid cancellation or return request.
If a parcel is returned to us because it was not collected, we may deduct costs related to shipping, return shipping, handling, or carrier fees before issuing any refund, where permitted.
If you want to cancel or return an order, please use the Return Order button in your account or contact us in writing.
11. How requests appear in your account
After you submit a request, your order may show one of the following labels inside your account:
| Account label | Meaning |
|---|---|
| Cancelation Requested | Your cancellation request was received and is waiting for review. |
| Return Requested | Your return request was received and is waiting for review. |
These labels mean your request has been received. They do not mean the refund, cancellation, or return has already been approved.
12. Contact us
For return and cancellation questions, contact us at:
Email: returns@goodsalla.com
Please always include your order number when contacting us.
