Return & exchange policy

How to exchange or return products?

Our main objective is your total satisfaction so we offer a “Simple return policy”.

Return on delivery:
You should indicate on the carrier’s waybill which anomalies were detected (damaged box, missing item, damaged item …) and contact us indicating whether you want to exchange or refund the product (s).

Up to 15 days after delivery:
After receiving your order, you can return or exchange any product that presents damage, irregularities or in case of suspected non-conformity for use.

You must contact us immediately, stating your intention to return or exchange a product, mentioning the order number and which products to return.
In response to your contact, you will receive an email from us with all the information necessary to proceed with the return.

When proceeding according to the instructions sent by email and after receiving the products, in their original packaging, without having been used (in perfect condition and accompanied by any manuals, etc …) you will receive a new product, voucher or the return of the amount by the same payment method used (depending on the situation).
In the case of a refund, it can take up to 14 business days to process.

Items not accepted for return or exchange
The return of personal products (underwear, etc.), limited edition products or products with an explicit indication of approximation of validity will not be accepted in order to ensure the complete integrity of the product and safe use.

For the return or exchange to be accepted, you must respect the following rules:

  • The product must be sealed, in the original packaging, including cellophane or protective labels (if any)
  • Keep the product seal, or any other protection marks intact
  • Ensure that the product is in compliance with all accompanying components: samples, gifts, among others, respecting the original shipping conditions

Orders returned on charge will not be accepted.

The transport value will be refunded in cases where the order sent is incorrect or if the product is defective in origin.
In all other cases, we will refund the full value of the item, except for shipping costs, whether it was supported by the customer or by Sweetcare.

Please be advised that when returning orders for International Shipments where the exchange intention was not due to a mistake in our store, SweetCare cannot assume the shipping costs associated with the return process or any customs fees that may be applied by government entities in the destination country, as well as the cost of a new shipment.

Return or lost order: What to do?

If you decide not to collect your order, upon payment of the applied fees, it will be returned to our store.

However, we warn that not all countries accept the return of orders, so as an alternative to not accepting the payment of fees, and depending on the laws of the country of destination, the order may not have a return authorization, resulting in its destruction.

If the return of the object is authorized, the procedure to be followed is to wait for it to arrive at our premises.

As soon as your order arrives at the SweetCare warehouse again, our team will immediately contact you, at which point you can opt for a new shipment by paying for a new shipment or refunding the value of the product in a discount voucher so that you can use in a new purchase.

Loss: the loss of any object can only be considered when declared by the carrier as lost / lost.
Upon confirmation of loss, the SweetCare team will always be responsible for regularizing the order with the customer, so you should contact the customer support team via email, so that you can validate this same settlement as soon as possible, minimizing as much as possible any disorder.


Any refund to be made by the SweetCare store, will be made by the same original payment method, or discount.

For the sake of preserving the security of customer data, data may be requested by our team to validate the respective refund, as we do not have access to some sensitive personal data.