What can be exchanged or returned, within what window, and how to request it.
Last updated: August 22, 2026
This policy applies to purchases made on sanclerusa.com. The store is operated by Sancler Corp., located at 3216 Corlear Ave, Bronx, NY 10463. You can reach us on WhatsApp at +1 (914) 310-3218 or by email at [email protected].
Our products are hair care cosmetics, manufactured by Laboratorios Modernos in the Dominican Republic, with formulation validated by IIBI. Because they're applied directly to hair, skin, or face, there are specific hygiene and safety rules for returns. We explain them below.
You have 14 days from the day you receive your order to request a return. After that window we can no longer accept it.
We only accept sealed products, unopened and unused, in their original packaging. For hygiene and safety reasons, an opened or used product cannot be accepted as a return, even if it was used only once. If the seal is broken, the product does not qualify for a return.
This rule does not apply when an order arrives damaged, defective, or incorrect: in that case we handle it as explained below.
The cost of shipping the product back to us is covered by the customer. The only exception is when the order arrived damaged, defective, or incorrect: in those cases Sancler covers the return shipping.
Refunds are processed through Stripe, back to the same payment method you used for your purchase. Once the return is approved, the refund takes 5 to 10 business days to appear, depending on your bank or card issuer.
If your order arrives damaged, defective, or different from what you ordered, message us on WhatsApp at +1 (914) 310-3218 within 7 days of delivery, with a photo of the product. We'll help you resolve it with a replacement or a refund, at no extra cost to you.
If you return only part of your order, the original $10.00 shipping cost is not refunded. If your order used the SANCLER10 code and, after the partial return, the remaining amount falls below $50, the 10% discount no longer applies to that order and the refund will be adjusted accordingly.
If you want to cancel your order before we ship it, message us as soon as possible on WhatsApp at +1 (914) 310-3218 and we'll refund 100% of your purchase.
To start a return, exchange, or cancellation, message us on WhatsApp at +1 (914) 310-3218, Monday through Saturday from 9:00 a.m. to 7:00 p.m., or email us at [email protected]. Tell us your order number and the reason, and we'll guide you through the process.
Message us on WhatsApp and we answer you directly about your order.
