Refund policy

Our Promise

We want you to love every sahlo product. If for any reason you are not happy with your purchase, we will make it right. We offer a full refund on all products, including opened skincare, within 7 days of receiving your order. No awkward questions.

How to Return

To start a return, simply email us at hello@madebysahlo.com within 7 days of receiving your order. Include your order number and let us know the reason for your return. We will reply within 1-2 business days with return instructions.

Return shipping is on us. Once we confirm your return, we will provide a prepaid return label for New Zealand orders. For Australian returns, please contact us and we will arrange the best option.

Refund Timeframes

Once we receive your returned item, we will process your refund within 3-5 business days. Refunds will be issued to your original payment method. Please allow additional time for your bank to process the refund.

Faulty or Damaged Products

If your product arrives damaged or faulty, please email us at hello@madebysahlo.com within 48 hours of receiving your order. Include a photo of the damage and your order number and we will sort it out for you straight away — replacement or full refund, whichever you prefer.

What We Cannot Refund

We are unable to refund products that have been used for more than 7 days, or orders where the return request is made after the 7 day window. If you are unsure, always reach out to us and we will do our best to help. We do not accept returns on sale items.