Returns & Exchanges Policy

Effective Date: 01/06/2026
Website: https://centralsdg.com
Company/Brand: SDG - Sky & Derminet Group

1. Introduction

This Returns & Exchanges Policy explains how SDG — Sky & Derminet Group (“SDG”, “we”, “us”, or “our”) handles returns, exchanges, cancellations, refunds, and service-related issues for products and services purchased through our website, platform, service center, e-commerce channels, booking system, CRM platform, or official sales channels.

SDG provides and/or connects customers with products and services related to beauty, wellness, healthcare-related services, aesthetic services, education, training, e-commerce, membership, booking, marketing campaigns, and partner services.

By purchasing products or services from SDG, you agree to this Returns & Exchanges Policy.

2. Scope of This Policy

This policy may apply to:

1. Physical products, including beauty, skincare, wellness, health, lifestyle, and related products
2. Service bookings, including clinic services, aesthetic services, wellness services, and consultation services
3. Training courses, workshops, online courses, and academy programs
4. Digital products, digital content, memberships, vouchers, and promotional packages
5. Products or services provided by SDG partners, clinics, merchants, instructors, or affiliated businesses

Some products or services may have additional terms, partner-specific conditions, promotion-specific rules, or campaign-specific limitations. If such conditions apply, they will be shown before purchase or booking confirmation where possible.

3. General Return and Exchange Conditions

To be eligible for a return or exchange, the item should generally meet the following conditions:

1. The item was purchased through an official SDG sales channel.
2. The return or exchange request is submitted within the applicable return period.
3. The item is unused, unopened, undamaged, and in its original packaging, unless the item is defective or incorrect.
4. The customer can provide proof of purchase, such as order number, receipt, tax invoice, payment confirmation, or booking confirmation.
5. The item is not excluded from returns or exchanges under this policy.

SDG reserves the right to inspect returned items before approving any refund, exchange, or replacement.

4. Return Period

Customers should submit a return or exchange request within:

7 days from the date of receiving the product.

For defective, damaged, incorrect, or missing items, customers should contact us as soon as possible and provide photos, videos, or other evidence to help us verify the issue.

If applicable law provides a longer mandatory return or cancellation period, SDG will comply with the applicable legal requirement.

5. Items Eligible for Return or Exchange

A product may be eligible for return, exchange, replacement, or refund if:

1. The product is defective or damaged upon receipt.
2. The product received is different from the order.
3. The product quantity is incorrect.
4. The product is expired upon receipt.
5. The product has a verified manufacturing defect.
6. The product was delivered to the wrong customer due to SDG or logistics error.

7. The return is otherwise required by applicable law.

    

6. Non-Returnable and Non-Exchangeable Items

For hygiene, safety, quality control, and service-related reasons, the following items may not be eligible for return, exchange, or refund unless they are defective, incorrect, or required by law:

1. Opened or used skincare, beauty, personal care, wellness, or hygiene products
2. Products with broken seals, removed labels, damaged packaging, or signs of use
3. Perishable goods or products with limited shelf life
4. Customized, personalized, or made-to-order products
5. Gift cards, vouchers, coupons, credits, or promotional codes
6. Downloadable digital products or digital content that has already been accessed, downloaded, or used
7. Completed services, treatments, consultations, or courses
8. Promotional bundles, clearance items, limited-time offers, or final-sale items marked as non-returnable

9. Products damaged due to customer misuse, improper storage, accident, negligence, or unauthorized modification

    

7. Exchanges

If an exchange is approved, SDG may offer:

1. Replacement with the same product
2. Replacement with another product of equal value
3. Store credit or voucher
4. Price difference payment if the customer chooses a higher-value item
5. Partial refund or credit if the replacement item is lower in value

Exchange availability depends on stock availability and product condition.

If the requested replacement item is out of stock, we may offer a refund, store credit, or another suitable solution.

8. Refunds

If a refund is approved, the refund will generally be processed through the original payment method where possible.

Refund processing time may depend on:

1. Payment gateway processing time
2. Bank processing time
3. Credit card issuer policy
4. E-wallet or payment provider policy
5. Verification and inspection of returned items

Refunds may take approximately 7–15 business days after approval, depending on the payment method and financial institution.

Shipping fees, payment gateway fees, administrative fees, gift wrapping fees, or other service fees may be non-refundable unless the return is caused by SDG error, defective goods, incorrect goods, or applicable law requires otherwise.

9. Return Shipping Costs

Return shipping costs will be handled as follows:

1. If the return is due to defective, damaged, incorrect, or missing items caused by SDG, partner, seller, or logistics error, SDG may cover or reimburse reasonable return shipping costs.
2. If the return is due to customer preference, change of mind, wrong item selection, incorrect address, or customer error, the customer may be responsible for return shipping costs.
3. Customers should use a trackable shipping method and keep proof of shipment until the return is completed.

SDG is not responsible for returned items lost or damaged during return shipment if the customer arranged the shipping independently without following our return instructions.

10. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incorrect, or incomplete product, please contact us within 3 days from the date of receipt.

Please provide:

1. Order number
2. Customer name and contact details
3. Photos or videos of the product, packaging, shipping label, and issue
4. Description of the problem
5. Proof of purchase

After verification, SDG may offer replacement, exchange, refund, store credit, repair, or other appropriate remedy.

11. Service Booking Cancellation and Rescheduling

For clinic services, aesthetic services, wellness services, consultation services, or other appointment-based services, cancellation and rescheduling may depend on the service provider, booking date, promotion, package type, and campaign conditions.

General conditions may include:

1. Customers should request cancellation or rescheduling at least 24–48 hours before the appointment.
2. Late cancellation, no-show, or same-day cancellation may result in loss of deposit, booking fee, voucher, or session credit.
3. Some promotional packages, discounted services, deposits, or prepaid packages may be non-refundable.
4. Rescheduling may be allowed subject to availability.

5. Medical, aesthetic, or wellness services may require consultation before confirmation.

    

12. Courses, Workshops, and Training Programs

Refunds, cancellations, or transfers for courses, workshops, academy programs, online classes, and training events may depend on the course type and registration terms.

General conditions may include:

1. Course fees may be refundable only if cancellation is requested before the stated deadline.
2. No refund may be available after the course has started, materials have been accessed, or attendance has been confirmed.
3. Course seats may be transferable to another participant only with SDG approval.
4. SDG may reschedule, postpone, or cancel a course due to insufficient enrollment, instructor availability, force majeure, or other operational reasons.

5. If SDG cancels a course, customers may receive a refund, credit, or transfer to another available course.

    

13. Digital Products, Memberships, and Online Content

Digital products, online content, subscriptions, memberships, downloadable files, online course materials, and digital access services may be non-refundable once access has been granted, downloaded, viewed, used, or activated.

If a technical issue prevents access to the purchased digital service, please contact us for assistance. SDG may provide technical support, replacement access, account correction, credit, or refund depending on the issue.

14. Promotional Packages, Vouchers, and Gift Cards

Promotional packages, prepaid packages, vouchers, coupons, gift cards, reward points, campaign credits, and special offers may be subject to specific terms and conditions.

Unless otherwise required by law or stated in the promotion:

1. Vouchers and gift cards are not exchangeable for cash.
2. Expired vouchers may not be extended.
3. Lost or stolen vouchers may not be replaced.
4. Promotional purchases may not be refundable.
5. Discounts cannot be combined unless clearly stated.

6. Unused sessions may expire according to the package terms.

    

15. Partner Products and Services

Some products or services may be provided by SDG partners, clinics, merchants, academies, instructors, or affiliated businesses.

In such cases, return, exchange, cancellation, refund, and service policies may be subject to the partner’s own terms and conditions.

SDG will help coordinate customer support where possible, but the final resolution may depend on the relevant partner, provider, merchant, or service operator.

16. How to Request a Return, Exchange, or Refund

To request a return, exchange, cancellation, rescheduling, or refund, please contact SDG through the official customer service channel.

Please provide:

1. Full name
2. Phone number and email address
3. Order number or booking number
4. Product or service name
5. Reason for request
6. Photos, videos, or supporting documents, if applicable
7. Preferred solution: return, exchange, refund, credit, replacement, cancellation, or rescheduling

Our team will review your request and contact you with the next steps.

17. Inspection and Approval

All returns and exchanges are subject to inspection and approval.

SDG may reject a return, exchange, or refund request if:

1. The product does not meet the return conditions.
2. The product has been used, opened, altered, damaged, or improperly stored by the customer.
3. The request is submitted after the applicable return period.
4. Proof of purchase cannot be verified.
5. The item is non-returnable.
6. The issue is caused by customer error, misuse, or negligence.

7. Fraud, abuse, or suspicious activity is detected.

    

18. Customer Responsibility

Customers are responsible for:

1. Reviewing product and service details before purchase.
2. Providing accurate delivery, contact, and booking information.
3. Following product storage and usage instructions.
4. Attending appointments on time.
5. Keeping proof of purchase.
6. Contacting SDG promptly if there is an issue.

7. Returning products in proper condition where applicable.

    

19. Changes to This Policy

SDG may update this Returns & Exchanges Policy from time to time to reflect changes in our business, services, products, operations, legal requirements, or partner conditions.

The updated policy will be posted on our website with a revised effective date.

20. Contact Us

If you have questions about returns, exchanges, cancellations, or refunds, please contact us.