Refund policy

Refund & Return Policy

At Sama, your skincare journey is our highest priority. Each product is crafted with care and integrity, and we want you to feel completely assured when choosing us. If something isn’t quite right, we’ll work with you to find the best solution.

Change of Mind

For the safety and wellbeing of our customers, we’re unable to accept returns or provide refunds on opened or used products due to change of mind.

If your order is unused, unopened, and in its original packaging, you may return it within 14 days of delivery for a store credit or exchange. Please note that shipping charges are non-refundable, and return postage is the responsibility of the customer.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or if you’ve received an incorrect item, please contact our Customer Care team within 7 days of delivery at genevieve@samaskincare.com.au. We’ll arrange a replacement, refund, or store credit - in line with your rights under the Australian Consumer Law.

Reactions or Product Suitability

Every skin type is unique, and while our products are formulated to the highest standard, reactions may occasionally occur. If you experience any sensitivity or irritation, discontinue use immediately and contact us at genevieve@samaskincare.com.au. Our team will review your situation and may request photos, batch numbers, or a return of the product to help us investigate. Refunds in these cases are assessed individually with care and fairness.

How to Make a Return

  1. Email genevieve@samaskincare.com.au with your order number, the product in question, and your reason for return.

  2. Our Customer Care team will provide instructions and next steps.

  3. Items must be returned in original packaging with proof of purchase enclosed.

Additional Information

  • Refunds will be processed back to your original payment method.

  • Store credits are valid for 12 months from the date of issue.

  • Sama cannot accept responsibility for parcels lost in transit - we recommend returning items via a tracked service.

At Sama, we’re committed to transparency, fairness, and ensuring your experience reflects the care we put into every product. If you need assistance, our team is always here to support you.