RETURNS & REFUNDS POLICY

Last updated: 2 September 2026

The short version

Email support@sulsal.store with your order number to start any return.

1. Your 30-day money-back guarantee

If you're not happy with your purchase, tell us within 30 days of delivery and we'll take it back.

LED devices

You can return a device even if you've opened the box and used it. We'd rather you tried it properly than kept something that didn't suit you.

Please send back the device with all its components, accessories, cables, and packaging.

We may deduct a reasonable amount from your refund for:

• damage beyond what normal use would cause
• missing components, accessories, or cables

If we need to make a deduction, we'll tell you the amount and the reason before we process your refund. You can ask us to send the item back to you instead.

Sheet masks and sealed skincare

For hygiene reasons, these can only be returned if the individual sachets are unopened and unused. If you've bought a multipack and opened some, we can accept the unopened ones back.

This doesn't apply if the product is faulty or isn't what you ordered — see section 3.

Return postage

We pay. Email us and we'll send you a prepaid returns label.

2. Your legal right to cancel (14 days)

Separately from our guarantee, UK law gives you the right to cancel an online order within 14 days of receiving it, without giving a reason.

To use this right, tell us within those 14 days, then send the goods back within 14 days of telling us.

Under this statutory right, you pay for return postage. In practice our 30-day guarantee is more generous, so most customers use that instead — we'll always apply whichever leaves you better off.

Two things to know:

• You can open and inspect goods as you would in a shop. If you go further than that and reduce their value, we can reduce your refund accordingly.
• The statutory right doesn't cover sealed hygiene items once unsealed, which includes our sheet mask sachets.

3. Faulty, damaged, or wrong items

If something arrives broken, stops working, or isn't what you ordered, contact us straight away at support@sulsal.store with your order number and a photo of the problem.

Under the Consumer Rights Act 2015:

• Within 30 days of delivery — you can have a full refund
• After 30 days — you're entitled to a repair or replacement
• If a repair or replacement doesn't fix it — you can have a refund

We cover all postage costs for faulty items, in both directions. This applies to sheet masks too, regardless of whether the sachet was opened.

4. Device warranty (12 months)

Our LED devices come with a 12-month warranty from the date of delivery, covering defects in materials and workmanship under normal home use.

Covered: manufacturing defects, components that fail in normal use.

Not covered: drops and accidental damage, liquid damage, misuse or use against the instruction manual, unauthorised repair or opening of the device, cosmetic scratches and wear, and salon or commercial use.

To claim, email us with your order number and a description of the fault. We may ask for photos or a short video. If it's covered, we'll repair, replace, or refund — our choice — and we cover postage both ways.

The warranty is in addition to your legal rights, which in some cases last longer than 12 months.

5. How to return something

1. Email support@sulsal.store with your order number and what you'd like to do.
2. We'll reply within one business day with a prepaid returns label and the return address.
3. Pack the item securely. Use the original box where you can. Include everything that came with it.
4. Attach the label and post it. Keep your proof of postage.
5. We'll email you when it arrives and confirm your refund.

Please don't send anything back before contacting us — we won't know whose it is.

6. Refunds

We process refunds within 14 days of receiving your return, and usually much sooner.

Refunds go back to your original payment method. Your bank may take a further 3–5 working days to show it.

We refund the standard delivery charge you paid on your original order. If you paid extra for a faster delivery option, we refund the standard rate rather than the premium.

7. Exchanges

We don't run a formal exchange process. Return the item for a refund and place a new order — it's faster, and it means you're not waiting on stock.

If you've received the wrong item, contact us and we'll sort it out directly.

8. Items we can't accept back

• Opened or used sheet mask sachets, unless faulty
• Items returned more than 30 days after delivery, unless faulty or under warranty
• Devices with damage caused by misuse, dropping, or liquid
• Items bought from another retailer — please go back to where you bought them

9. Orders that haven't arrived

If your tracking hasn't updated or your parcel hasn't turned up, email us. We'll chase the carrier.

If a parcel is confirmed lost, we'll replace it or refund you in full. We don't ask you to claim from the carrier yourself — that's our job.

10. Questions

Email support@sulsal.store. We aim to reply within one business day.

If we can't resolve a complaint between us, you can get free advice from Citizens Advice on 0808 223 1133.

SULSAL LTD · Registered in England and Wales, company no. 17180318 · Registered office: 76 Sherfield Gardens, London, SW15 4PR · support@sulsal.store