Returns & Refunds Policy
Effective Date: 03.03.2026
Business Name: The Sanctuary LLC
Because our products are handcrafted and many are made to order, we do not offer refunds.
Handcrafted With Care
All Sanctuary products are thoughtfully handcrafted in small batches using carefully selected ingredients. Due to the handmade nature of our items, slight variations in color, texture, or finish may occur. These variations are natural and reflect the authenticity of each product. We do not offer refunds for our body care products. If you have a concern, please email us or complete the "Contact Us" Form.
Returns
For non-custom items, returns or exchanges may be considered only if the item arrives damaged or incorrect. Please contact us within 48 hours of delivery with clear photos and your order number so we can assist you promptly.
We do not accept returns on:
Custom items
Personalized items
Used items
Sale items
Body care items
Refunds or Replacements
Refunds or replacements may be issued if:
Your item arrives damaged
You received the wrong item
Your item has a major defect
You must contact us within 48 hours of delivery with:
Your order number
Photos of the item
Description of the issue
Allergic Reactions or Sensitivities
Due to the personal nature of skincare products, we cannot accept returns based on individual skin reactions. We strongly recommend reviewing the ingredients list and performing a patch test before full use.
Non-Refundable Situations
We are not responsible for:
Normal wear and tear
Improper care
Customer input errors (misspelled names, wrong dates, etc.)
Color variations due to screen differences
Shipping Policy
Effective Date: 03.02.2026
Business Name: The Sanctuary LLC
Processing Time
Orders are processed within 3–7 business days unless otherwise stated.
Custom and personalized orders may take up to 14 business days, depending on design complexity.
Processing time does not include shipping time.
Shipping Times
Shipping times vary depending on location and carrier. Typical delivery times range from:
Standard Shipping: 3–7 business days
Custom Orders: 7–14 business days total
Shipping Address
Customers are responsible for providing the correct shipping address.
We are not responsible for packages shipped to incorrect addresses provided by the customer.
Lost or Stolen Packages
The Sanctuary LLC is not responsible for:
Lost packages
Stolen packages
Delayed packages once shipped
If your package is marked as delivered but not received, please contact the shipping carrier.
Damaged Packages
If your order arrives damaged, contact us within 3–5 days with photos of:
The packaging
The product
The shipping label
Custom Order Policy
Effective Date: 03.03.2026
Business Name: The Sanctuary LLC
The Sanctuary LLC specializes in custom and personalized items. Please review the following before placing a custom order.
Custom Order Requirements
When placing a custom order, you agree to:
Provide accurate spelling and details
Review all information carefully
Approve designs if proofs are provided
We are not responsible for errors submitted by the customer.
Design Proofs
Some custom orders may include a design proof for approval.
Once approved:
Changes may not be possible
Production will begin
The order cannot be canceled
Production Time
Custom orders typically take 7–14 business days depending on complexity.
No Returns on Custom Items
Because custom items are made specifically for you:
They cannot be returned
They cannot be exchanged
They cannot be refunded unless defective
Promotional Use
The Sanctuary LLC may use photos of custom items for:
Website listings
Social media
Promotional materials
No personal information will be shared.
If you prefer your item not be used for promotional purposes, please contact us.
Custom Request
We reserve the right to decline custom orders that:
Contain inappropriate content
Violate copyrights or trademarks
Do not align with our brand
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail admin@thesanctuaryllc.com