Refund policy

Refund & Returns Policy

Have questions about your order? You can always contact us at samsonstouchskincare@gmail.com.

Unopened Products

We accept returns on unopened, unused products within 14 days of delivery.

  • To request a return, please email us at samsonstouchskincare@gmail.com with your order number.

  • Return Shipping: Return postage costs are the responsibility of the customer. We strongly recommend using a tracked service, as we cannot issue refunds for items lost in transit.

  • Once inspected, a refund for the product price (excluding original shipping fees) will be processed to your original payment method.

  • EU Right of Withdrawal If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order. To exercise this right, please log in to your account and submit a return or cancellation request. 

Opened or Used Products

For hygiene and safety reasons, we cannot accept returns or exchanges on opened, unsealed, or used products unless the item is faulty or damaged upon arrival.

Damaged or Faulty Items

If your order arrives damaged or broken during transit:

  1. Contact us within 48 hours of delivery at samsonstouchskincare@gmail.com.

  2. Please include your order number and clear photos of the damaged item and outer packaging.

  3. Upon review, we will evaluate your claim for Store Credit or a replacement for the affected item.

Melted Body Butters (Warm Weather Notice)

Because our body creams are made with natural ingredients and no synthetic stabilisers, extreme temperatures during shipping can occasionally cause whipped butters to soften or melt.

  • What to do if your butter melts: Melting does not alter the quality or hydrating properties of your cream! Simply place the sealed jar into the fridge for 20–30 minutes to allow it to re-solidify. While it may lose its original whipped appearance, it remains 100% safe and wonderful to use.

  • Severe Leaks: If your jar arrived melted and severely leaked outside its packaging, please send a photo to samsonstouchskincare@gmail.com within 48 hours, and we will review it for store credit or a replacement.

Adverse Skin Reactions

Your safety is our priority. If you experience an unexpected reaction after using our products:

  1. Discontinue use immediately and seek medical advice if necessary.

  2. Email us at samsonstouchskincare@gmail.com with your order details and a brief description/photo of the reaction.

  3. We will review your case to provide store credit or a suitable resolution.

Pre-Launch & Pre-Orders

We are currently in our pre-launch phase!

  • Orders placed after our website launch on 6th September 2026 will begin dispatching from 14th October 2026.

  • You may cancel your pre-order for a full refund at any time before dispatch by emailing us at samsonstouchskincare@gmail.com.