Refund Policy
refund & return policy - sld (shine like a diamond)
At SLD (“Shine Like a Diamond”), we are committed to ensuring your satisfaction with every skincare product you purchase from us. If you are not fully satisfied, please review the policy below which outlines the conditions for returns, refunds, and exchanges in accordance with Canadian consumer standards.
1. Eligibility for Returns
Because skincare products are classified as personal-use cosmetic items, all returned items must meet the following conditions:
• The product must be unused, unopened, and in its original packaging.
• Items that have been opened, used, swatched, tested, or unsealed cannot be returned for hygiene and safety reasons.
• The return request must be submitted within 14 days of delivery.
2. Non-returnable Items
The following products cannot be returned:
• Opened or used skincare items
• Products purchased during promotions or final sales
• Gift cards
• Items damaged due to customer misuse
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless:
• The product arrived damaged
• The product received was incorrect
• The product was defective
In cases where SLD is at fault, we will provide a prepaid return label.
4. Refund Process
Once your return is received and inspected:
• You will be notified by email regarding approval or rejection.
• Approved refunds will be issued to the original payment method within 5–10 business days.
• Shipping charges from the original order are non-refundable.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered:
• Contact us within 48 hours of delivery at: info@sldproducts.ca
• Include order number, photos, and description of the issue
We will send a replacement or issue a refund.
6. Exchanges
We do not offer direct product exchanges.
Customers may return eligible items for a refund and place a new order.
7. Order Cancellations
We can cancel an order only if it has not been shipped.
Once shipped, the order must follow the return process above.