Refund policy

 

Returns

At this time, we are unable to accept returns or exchanges under any circumstances. This policy applies to all products and all orders placed through our website. We kindly ask customers to review product descriptions, sizing details, and colour information carefully before placing an order.

There are two key reasons for this policy:

Hygiene & Safety Standards
Our products are designed for direct contact with hair and skin. For this reason, and to protect the health and safety of all customers, we cannot accept returns of opened or tried-on items. Once a product has left our facility, we cannot guarantee that it remains unused or uncontaminated, and therefore it cannot be restocked or resold. Maintaining hygiene standards is a core priority for us, and for this reason, all sales are final.

Logistics Limitations
Our products are fulfilled through international logistics partners, and we are unable to receive or process physical returns at our warehouses. External shipping restrictions are outside of our control, which means we cannot arrange the return of items to our warehouse once they have been delivered. As a result, we do not have the operational capability to accept returned merchandise.

Because of both hygiene requirements and logistics limitations, all orders are non-returnable and non-exchangeable.

Refunds

All purchases made through our website are considered final. We do not provide refunds for unwanted items, change of mind, or dissatisfaction with material, fit, colour, or style. We encourage customers to contact us before ordering if they have questions about product details.

The only exception to this policy is in the case of:

  • A product proven to be defective

  • A product damaged upon arrival

  • Receiving the incorrect item

In these rare situations, we may be able to offer a refund or replacement after reviewing clear photographic proof and order details. Refund requests must be submitted to contact@sitra.online.

However, please note that sale items are strictly non-refundable and non-returnable, with no exceptions.

Exchanges

We do not offer exchanges. As we are unable to receive returned merchandise for hygiene and logistical reasons, we cannot exchange products for differentiation, colours, or variations.

Damages and Issues

If you believe your item is damaged or defective, please contact us immediately at contact@sitra.online. To help us process your claim as quickly as possible, we may ask for clear photos of:

  • The item

  • The defect or damage

  • The packaging and label

  • Your order number

Once we review the information provided, we will determine the appropriate next step.

Final Sale Policy

All items sold on our website are considered final sale.
There are no returns, no refunds, and no exchanges for any orders.
Sale items, discounted items, and promotional items are strictly final.

If you have questions before placing an order, we are always happy to help. You can reach us at contact@sitra.online.