Refund policy
Return & Exchange Policy
At SITARA, we strive to ensure customer satisfaction while maintaining strict hygiene standards for our products.
Returns & Exchanges
We offer returns and exchanges within 15 days of receiving your order. (Online Orders only)
To be eligible:
- Items must be unused, unopened, undamaged, and in their original packaging
- A receipt or proof of purchase is required for in-store purchases only.
- Returns and exchanges apply to non-hygienic items only
Non-Returnable Items (Hygiene Policy)
Due to hygiene and safety reasons, the following items cannot be returned or exchanged:
- Wigs and ponytails
- Hair extensions
- Makeup and cosmetic products
- Electrical beauty tools
- Contact lenses
- Any opened, used, or damaged items
Original Condition Requirement
All items must be returned in:
- Original packaging
- Unused and resalable condition
We reserve the right to refuse any return or exchange that does not meet these conditions.
Refund Policy
Approved returns will be issued as store credit only
- Store credit is valid for 1 year
- Shipping costs are non-refundable
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If you receive a damaged, defective, or incorrect item, contact us within 48 hours at:
- info@sitaracosmetics.com
- WhatsApp: +32 484 866 007
We will review the issue and provide a resolution.
How to Request a Return
To request a return or exchange, contact us at:
info@sitaracosmetics.com
Please include:
- Your order number
- Reason for return
- Photos or short video (if applicable)
Returns sent without prior approval will not be accepted.
Return Shipping
- Customers are responsible for return shipping costs
- Shipping costs are non-refundable
- Return address: Doorniksestraat 6, 8500 Kortrijk
European Union – 15 Day Cooling-Off Period
If your order is delivered within the European Union, you may have the right to cancel or return your order within 15 days.
However, this does not apply to:
- Opened or used hygiene and cosmetic products
- Sealed items that have been opened after delivery
All returned items must still meet our return conditions.
Important Notice
SITARA reserves the right to refuse any return or exchange that does not comply with the above conditions.