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Refund policy

RETURN & REFUND POLICY

Sankofa Collective

Effective Date: January 1, 2026
Last Updated: January 1, 2026

 

Overview

At Sankofa Collective, we want you to be completely satisfied with your purchase. This policy outlines our return and refund procedures for both marketplace purchases and The Sankofa Travel Kit subscriptions.

Before shipping, we inspect every product to ensure it arrives in perfect condition with adequate shelf life and meets our clean beauty ingredient standards. This means checking for damage, verifying seals are intact, confirming expiration dates, and ensuring ingredient lists match our database.

 

Return Windows

All Products: 14 Days from Delivery

Marketplace Products: 14 days from delivery date
The Sankofa Travel Kit: 14 days from delivery date
Custom/Personalized Items: Returns not accepted unless defective
Final Sale Items: Returns not accepted unless defective or incorrectly shipped

Why 14 Days?

  • Industry standard for beauty and personal care products
  • Adequate time to inspect products and decide
  • Ensures product freshness for restocking
  • Aligns with subscription box best practices

 

Return Eligibility Requirements

Items Must Be:

  • In original, unused condition
  • In original packaging with all accessories and documentation
  • Unopened with hygiene seals intact (for beauty/personal care products)
  • Accompanied by original order confirmation
  • Returned within 14 days of delivery
  • Free from damage not caused by defect or shipping

Items That Cannot Be Returned:

  • Opened beauty products, skincare, or personal care items (unless defective)
  • Custom or personalized products
  • Individual items from Travel Kit (must return complete kit)
  • Items damaged by misuse or normal wear
  • Products returned after 14-day window
  • Items marked as "Final Sale" or "Non-Returnable"

Important: Due to hygiene and safety standards, we cannot accept returns of opened personal care products. This protects all our customers and aligns with industry regulations.

 

The Sankofa Travel Kit Returns & Cancellations

Subscription Cancellation

When You Can Cancel:

  • Anytime before your next billing date
  • No cancellation fees

How to Cancel:

  1. Log into your Sankofa account
  2. Navigate to "Subscriptions"
  3. Select "Cancel Subscription"
  4. Cancellation effective immediately; you won't be billed for future kits

What Happens After Cancellation:

Seasonal Members:

  • If you've been billed but kit hasn't shipped: Full refund issued
  • If kit has already shipped: You receive that kit; no future billing
  • Cancellation takes effect immediately

Annual Members:

  • If you cancel before first kit ships: Full refund ($500)
  • If you cancel after receiving kits: Unused quarters refunded prorated
  • Example: Cancel after receiving 2 of 4 kits → Refund for 2 remaining kits ($250)

 

Travel Kit Returns

Complete Kit Returns (Unopened):

  • Return window: 14 days from delivery
  • Condition: All items must be unopened with hygiene seals intact
  • Refund amount:
    • Seasonal members: Full refund minus return shipping ($8-12)
    • Annual members: Full refund minus return shipping ($8-12, even though original shipping was free)

Defective Travel Kit Items:

  • Report within: 48 hours of delivery
  • Process: Photos required; replacement item shipped
  • No return needed: Keep defective item; replacement sent at no charge

Important Notes:

  • Cannot return individual items from Travel Kit (only complete kit)
  • Opened products not eligible for return (hygiene considerations)
  • Must return ALL 10-12 items in unopened, original condition

 

Refund Types & Processing

Full Refunds

Eligible Circumstances:

  • Items returned within 14 days in original, unopened condition
  • Defective or damaged items upon receipt
  • Incorrect items shipped
  • Order cancelled before shipment
  • Travel Kit subscription cancelled before billing

Processing Time: 5-10 business days after we receive and inspect returned item

Refund Amount:

  • Full purchase price refunded
  • Return shipping deducted (if customer's responsibility)
  • Original shipping charges NOT refunded (unless our error)

 

Refund Methods

Original Payment Method:

  • Credit/Debit Cards: Refunded to original card
  • PayPal: Refunded to original PayPal account
  • Digital Wallets: Refunded to original wallet (Apple Pay, Google Pay)
  • Buy Now, Pay Later: Refunded according to service provider policies

Processing Timeframes:

  • Credit Cards: 3-5 business days (may take 1-2 billing cycles to appear on statement)
  • Debit Cards: 1-3 business days
  • PayPal: 1-3 business days
  • Bank Transfers: 3-7 business days

 

Return Process

Step 1: Request Return Authorization

Within 14 Days of Delivery:

  1. Log into your Sankofa account
  2. Navigate to "Order History"
  3. Select "Request Return" for eligible items
  4. Complete return request form with:
    • Reason for return
    • Condition of item

Can't Access Your Account?
Contact us with your order number and reason for return.

 

Step 2: Receive Return Authorization

Within 24-48 hours, you'll receive:

  • Return Merchandise Authorization (RMA) number
  • Return instructions
  • Return shipping address
  • Prepaid shipping label (only if return is due to our error or defect)

All returns must have an RMA number - returns without RMA may be rejected or significantly delayed.

 

Step 3: Package & Ship Return

Packaging Requirements:

  • Write RMA number clearly on outside of package
  • Use original packaging when possible
  • Include all items, accessories, and documentation
  • Ensure all hygiene seals are intact and unopened
  • Seal package securely

Ship within 10 days of receiving RMA or authorization expires and you'll need to request a new RMA.

Where to Ship:
Return address provided with your RMA (all returns ship to our centralized warehouse in the U.S.)

 

Step 4: Return Processing

Once we receive your return:

  1. Inspection: 2-3 business days to inspect returned item(s)
  2. Verification: Confirm items meet return requirements (unopened, original condition, within 14 days)
  3. Notification: Email sent with inspection results
  4. Refund: Processed if approved (5-10 business days)
  5. Rejection: If item doesn't meet return requirements, you'll be notified with explanation and option to have item returned to you (at your cost)

 

Return Shipping Costs

Customer Pays Return Shipping:

When You're Responsible:

  • Returns due to change of mind
  • Wrong size/color/scent selected by you
  • Items don't meet your expectations but aren't defective
  • Product doesn't work for your specific needs (but isn't defective)

Cost: $8-12 deducted from refund (based on your location)

OR you can arrange your own shipping (must include RMA number and ship to provided address)

 

Sankofa Pays Return Shipping:

When We're Responsible:

  • Defective or damaged items
  • Wrong items shipped
  • Items significantly different from description
  • Missing items from order
  • Our error in any form

Prepaid return label provided at no cost to you.

 

Special Return Circumstances

Defective Items

Definition: Items that don't function as intended due to manufacturing defects, including:

  • Products that separate, change texture, or spoil prematurely
  • Packaging leaks or breaks under normal use
  • Products that cause unexpected adverse reactions due to unlisted ingredients
  • Items that don't perform as described on packaging

Process:

  1. Contact us within 48 hours of delivery
  2. Provide photos/videos showing:
    • Product defect
    • Product label/packaging
    • Batch/lot number (if visible)
  1. Keep defective item - no need to return in most cases
  2. Receive replacement or full refund - your choice
  3. No return shipping charges

Resolution Time: 3-5 business days from report

 

Damaged During Shipping

Requirements:

  1. Report damage within 48 hours of delivery
  2. Provide photos of:
    • Damaged exterior packaging (box condition)
    • Damaged item(s)
    • Interior packaging materials
  1. Keep all packaging materials for carrier claim documentation

Resolution:

  • Full refund or replacement shipped immediately
  • No return required
  • No return shipping charges
  • We handle carrier claims on your behalf

Important: Damage must be reported within 48 hours. After 48 hours, we cannot guarantee resolution as carrier claims have strict reporting windows.

 

Wrong Item Received

Process:

  1. Contact us immediately upon discovering error
  2. Keep incorrect item until we provide return instructions
  3. Correct item shipped at no charge (expedited if available)
  4. Full refund if correct item unavailable

No return shipping charges for our errors.

 

Exchanges

Direct Exchanges Not Available

Due to our centralized warehouse model and inventory management system, we cannot hold items for exchange.

To Exchange an Item:

  1. Return original item (follow standard return process)
  2. Receive refund
  3. Place new order for desired item

This Approach Allows:

  • No waiting for your return to be processed before ordering replacement
  • Flexibility to choose different product if preferences change
  • Faster resolution overall

 

Defective Item Replacements

Priority Processing:

  • Expedited handling for defective items
  • Replacement shipped before return arrives (in most cases)
  • Free shipping both ways

Process:

  1. Report defect within 48 hours
  2. Provide photos
  3. Replacement shipped within 3-5 business days
  4. Keep defective item (no return needed)

Availability:

  • Subject to stock
  • Full refund offered if replacement unavailable

 

Gift Returns

Gift Returns Policy

All gift returns receive store credit only - no cash refunds to original payment method.

Return Window: 14 days from delivery date (not purchase date)

How Gift Returns Work:

For Gift Recipients:

  1. Request return within 14 days of delivery
  2. Follow standard return process (RMA required)
  3. Receive store credit equal to purchase value (no bonus)
  4. Store credit issued to new or existing Sankofa account
  5. No expiration - valid indefinitely

For Gift Purchasers:

  • If you want to use the store credit yourself, contact us with order details
  • We'll transfer the credit to your account for personal use
  • Cannot authorize cash refund to original payment method

Receipt Requirement:

  • Gift receipt, order number, or order lookup via delivery email

 

Why Store Credit for Gifts?

This policy:

  • Prevents gift return fraud
  • Simplifies the return process
  • Gives recipients flexibility to choose products they'll love
  • Allows purchasers to reclaim credit if recipient doesn't want items

 

Gift Cards

  • Cannot be returned or exchanged for cash
  • No expiration date - valid indefinitely
  • Lost cards: Replaced with proof of purchase
  • Balance check: Available in your account or contact us

 

Final Sale Items

What Are Final Sale Items?

Items marked as "Final Sale," "Clearance," or "No Returns" due to:

  • Discontinued products
  • Seasonal closeouts (end of season inventory)
  • Special promotional pricing
  • Limited-edition items
  • Launch promotions

Return Eligibility

Final sale items can ONLY be returned if:

  • Item is defective or damaged upon receipt
  • Wrong item was shipped
  • Item significantly different from description

Change of mind, wrong selection, or "doesn't work for me" are NOT eligible for final sale returns.

 

How to Identify Final Sale

  • "Final Sale" badge clearly displayed on product page
  • Warning during add-to-cart and checkout
  • Noted on order confirmation email
  • Cannot be missed - multiple confirmations required

 

Dispute Resolution

Return Disputes

If you disagree with our return decision:

  1. Contact us within 10 days of decision
  2. Provide additional information or documentation that wasn't included initially
  3. Request supervisor review
  4. Receive final decision within 5 business days of supervisor review request

What We Consider in Disputes:

  • Photographic evidence
  • Timeline of events
  • Condition of returned items
  • Communication history
  • Applicable consumer protection laws

Our Commitment: Fair resolution that protects both customers and our business integrity.

 

Chargeback Prevention

Before initiating a chargeback or payment dispute:

  1. Contact us directly with your concern
  2. Allow 10 business days for resolution attempt
  3. Work through our dispute resolution process outlined above

Important: Customers who initiate chargebacks without attempting resolution through our customer service may have accounts suspended pending chargeback investigation. This protects us from fraudulent claims while we work to resolve legitimate concerns.

Why This Matters:

  • Chargebacks cost small businesses significant fees ($15-100 per chargeback)
  • They damage our relationship with payment processors
  • Most issues can be resolved faster through direct contact than through banks

We're committed to fair resolution - please give us a chance to make things right.

 

Important Disclaimers

Quality Inspections

What Our Inspections Include:

  • Visual check for damage, leaks, or defects
  • Verification that products match orders
  • Confirmation of hygiene seals and packaging integrity
  • Expiration date verification (minimum 12 months shelf life)
  • Ingredient list accuracy check against our database

What Our Inspections Do NOT Include:

  • Testing every product for personal compatibility
  • Guarantees that products will work for your specific skin/hair type
  • Verification of all manufacturer efficacy claims
  • Opening sealed products for testing

Your Responsibility: While we ensure products meet our clean beauty standards and arrive in perfect condition, you're responsible for determining if products work for your individual needs. We recommend patch testing new products.

 

Hygiene & Safety Standards

We cannot accept returns of opened personal care products for health and safety reasons. This protects:

  • You: Ensures products you receive are unopened and uncontaminated
  • Other customers: Prevents resale of used products
  • Our business: Aligns with FDA and health regulations

Exception: Defective products can be reported even if opened - you'll receive replacement or refund without return required.

 

Product Performance

Not all products work for everyone. Factors affecting product performance include:

  • Individual skin/hair type and condition
  • Climate and environmental factors
  • Application technique
  • Underlying health conditions
  • Ingredient sensitivities

"It didn't work for me" is not the same as "defective." Our 14-day return window for unopened products gives you time to research, patch test, and decide before opening.

 

Your Legal Rights

This policy doesn't affect your statutory consumer rights under applicable law. You may have additional rights under consumer protection laws in your jurisdiction.

 

Policy Updates

This return and refund policy may be updated to reflect changes in our operations, product offerings, customer feedback, or legal requirements. Updates will be posted on this page with the revision date noted above.

Significant changes affecting your return rights will be communicated via email to registered customers at least 30 days before taking effect.

 

This return and refund policy is part of our Terms and Conditions. By making a purchase from Sankofa Collective, you agree to these return terms and conditions.

 

Questions? Contact Us!