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REFUND POLICY

At SelfCare Basics, we take product safety and hygiene seriously. Because our offerings are personal care products intended for direct use on the skin or hair, we are unable to accept returns or exchanges for reasons such as change of mind, personal preference, or individual reactions to the product. This policy ensures that all customers receive products that are untouched, unopened, and safe to use.

Every order is carefully packed and dispatched directly from Japan, using trusted carriers such as EMS or Japan Post Registered Mail. While we do our best to protect your order during shipping, please understand that international deliveries involve multiple handling points and long transit routes. As such, minor cosmetic imperfections to the outer packaging — such as slightly crushed corners, creased boxes, or worn product labels — may occasionally occur. These do not affect the safety or effectiveness of the product itself, and therefore are not considered valid grounds for a refund or replacement.

However, we are committed to making things right in the event of a genuine issue. You may be eligible for a refund or replacement if:

  • The product inside the packaging is significantly damaged (e.g., broken containers, leaks, or contents rendered unusable)

  • You receive an item that is different from what you ordered

  • There is a missing product in your package

If you experience any of these issues, please contact our customer service team within 48 hours of receiving your order. 

  • Your order number

  • Clear photographs showing the condition of the product, packaging, and shipping label

  • A brief description of the issue

Once we receive your report, our team will promptly review the situation and offer a fair resolution. This may include sending a replacement item or issuing a partial or full refund, depending on the severity and nature of the issue.

Please note that we cannot process any refund or replacement requests made after the 48-hour window, and we are unable to accommodate returns without prior contact and approval.

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