Starter Kits & Bundles Purchasing Agreement
By completing an order through our storefront, website, or phone, you acknowledge and agree to the terms outlined on this page and our Shipping Policies.
General Return Policy:
Most products and equipment can be returned or exchanged within 30 days of the purchase date. If 30 days have passed since your purchase, your order falls outside the return policy period, and you will no longer be eligible for a return or refund. It is important to contact us promptly to arrange and schedule the return of your product within this timeframe. Please note that reimbursement can only be guaranteed if the products are received at our facility within 30 days from the purchase date.
Terms & Conditions of Returns:
- All returns are subject to a 25% restocking fee.
- Opened or used items will not be accepted for return. In the case of damaged items, we will assess the extent of the damage and provide store credit or a replacement for the lost product volume. Damaged items may be required to return to the Sjolie facility before a resolution is initiated.
- Bottles must have an intact protective seal on the top without any signs of tampering. Additionally, bottles and labels must be undamaged and in good, unused condition.
- If you return an item that was initially shipped with “free shipping,” the original shipping amount will be deducted from the total refund.
- The client is responsible for purchasing a FedEx Return Label from Sjolie for the returning items. The cost of the return label will depend on the product size and quantity.
Satisfaction Guarantee:
To ensure customer satisfaction, we offer sample sizes and individual units for testing before placing larger orders. As a result, purchases of our product cannot be returned or refunded based on performance or satisfaction issues. We highly recommend sampling our product line before ordering larger professional sizes. If you encounter any difficulties or would like to request samples, please contact our Support Team for troubleshooting assistance.
Return, Refunds, and Exchange Policies
While most unused products and equipment qualify for a return or exchange within 30 days, the refund type will be determined by the original form of payment.
- Payments made with Cash, Sezzle, After-pay, Store Credit, or Gift Cards will only be eligible for a refund in the form of Store Credit.
- Payments made with Debit or Credit Cards will receive the refund back to the original form of payment or Store Credit.
- Refunds cannot be applied to a new card or banking account.
- Damaged orders may only receive compensation via a Store Credit or Replacement. See FAQ for more.
We are not able to partially refund select items included in a Starter Kit or Bundle. To qualify, all items within the set must be returned in unopened and unused condition.
We offer exchanges for select items, which must adhere to our General Return Policy. Please note that exchanges are not accepted for opened products. To initiate an exchange and receive a replacement product, we will provide you with a Return Merchandise Authorization (RMA) and a prepaid return label for the item. Once we receive the returned product, we will assess its condition and proceed with reshipping the new product of your choice. It is important to note that all shipping and return fees must be paid prior to the mailing of the new product to you.
If you have purchased Sjolie products from another retailer, kindly reach out to them directly for assistance. Please note that we can only provide support for purchases made directly from Sjolie, Inc at www.sjoliespraytan.com.
We work with various distributing partners including: Amazon, Spray Tan Solutions NE, Sjolie CANADA, and Four Seasons Tanning. We cannot guarantee the authenticity of Sjolie products sold through other parties. If you need assistance in finding a partner salon in your area, please contact our team and provide your location. We will do our best to assist you in locating an authorized partner salon.
All orders, including Expedited Shipments, are processed and delivered from Monday to Friday. If you have paid for FedEx Overnight or FedEx 2Day shipping and your order does not arrive on time, you may be eligible for a refund of your shipping fees. To initiate an investigation and potential refund, please contact a representative who will assist you further.
Please note that if your order was placed outside of our designated shipping hours but delivered on time according to FedEx Ship Policies, your refund request will be denied. For more detailed shipping information, please refer to our Shipping Terms Page.
Please be aware that free sample orders are considered final sale items and cannot be exchanged or returned. We provide these samples as a complimentary service for you to try our products before making a purchase. We encourage you to thoroughly evaluate the samples and assess their suitability for your needs before placing a larger order. If you have any questions or need assistance regarding our products, please reach out to our customer support team.
Certain items, including marketing materials, apparel, and digital downloads, are considered final sale. As such, these items do not qualify for replacement, refund, or exchange. We recommend reviewing the product details and specifications carefully before making a purchase. If you have any questions or concerns regarding the items in this category, please feel free to contact our customer support for assistance prior to making your purchase.
Exclusive release items including Limited Edition and Holiday releases are considered final sale. As such, these items do not qualify for replacement, refund, or exchange. We recommend reviewing the product details and specifications carefully before making a purchase. If you have any questions or concerns regarding the items in this category, please feel free to contact our customer support for assistance prior to making your purchase.
FAQ
We apologize your package was damaged upon delivery. We can assure you, the product leaves our facility in pristine condition and securely packaged but we realize transit of packages can take a toll on your parcels. We will work with the courier to make this right. Do not discard the damaged products or boxing, you may be required to mail these items back to qualify for a replacement. To report a damaged order:
- Open the Message Dashboard located at the bottom of your screen.
- Select Send a new Message option.
- Choose Report an Order Issue to open a ticket.
- Provide the necessary details and information in the ticket. You must include photos within your ticket. Please be sure labels and caps are visible in your photos.
- Once your ticket is received, a representative will contact you with the next steps within 48 business hours.
Damage to Starter Kits or Bundles
In the case of damaged Kits and Bundles, we will evaluate the extent of the damage to determine if a replacement or store credit for the damaged items is appropriate. Please note that refunds are not available for partial damage or returns of Kits and Bundles.
Damage to Limited Edition or Holiday Releases
If Limited Edition items or Holiday Releases are damaged, we will provide store credit as compensation for the affected item only. However, please note that due to the limited availability of these items on a first-come, first-serve basis, we are unable to offer replacements or reshipments for damaged items.
We apologize if an item is missing from your order. Be sure to check that the missing item is included on your original purchase order. Additionally, check your shipment for a DropShip postcard; sometimes, equipment and machines will have seperate tracking details.
To report an item missing from your order:
- Open the Message Dashboard located at the bottom of your screen.
- Select Send a new Message option.
- Choose Report an Order Issue to open a ticket.
- Provide the necessary details and information in the ticket. You must include photos within your ticket. Please be sure labels and caps are visible in your photos. It is important to include images of the items you have received; please take photos of the items included in your package with labels and quantities visible. Your request can be declined for insufficient information.
- Once your ticket is received, a representative will contact you with the next steps within 48 business hours.
Once your ticket is received, we will review your scanned package weight, and compare a mock-up of the same package at our warehouse. All weights listed on the couriers tracking page is the weighed-in package size upon arriving at their location. If the scanned weight is less than our mock-up package, we are then able to confirm the items are genuinely missing in which we can complete the replacement process immediately. Sjolie Sunless will not replace “missing product” if the package indicates accurate shipping and receiving weight.
If your courier tracking number status shows as “delivered,” the package has been physically scanned and left on the doorstep, place of business, or with a resident of the address. Couriers are unable to update a package’s status to delivered without an endpoint of delivery, GPS, and scanning the box.
Before requesting support from a Sjolie Representative, please complete the initial steps of locating your package(s):
- Check surrounding areas of the property; if a driver feels your package is at risk, they will often hide the parcels in a secure location on the premises.
- If you have a community mailbox; check for a Key in your box that might lead to opening a larger dropbox storing your package.
- Check with employees, complex management, or other household members to ensure they’ve not accepted the package and placed it out of sight or mistaken it for their own.
- Contact the building manager to see if the package has been delivered to the central office instead of a specific unit or appt number.
- Confirm neighboring homes or businesses have not received the package(s) by mistake.
- Contact the Courier at the general support line, which can be found on their website, to collect additional information regarding the delivery. The courier can provide the exact time and GPS coordinates of the delivery and supply you with a signed name if the package was left to a resident.
If you are unable to locate your package after further investigation, we may need to assume your package was stolen from your location and therefore is not the responsibility of Sjolie Sunless to replace or refund this order. Just like if someone steals any other property you might own, the manufacturer is not liable for this theft that took place. If your package has been taken, immediately file a claim with the courier (FedEx or USPS). Sjolie is not responsible for replacements or refunds of missing packages. To report a missing order:
- Open the Message Dashboard located at the bottom of your screen.
- Select Send a new Message option.
- Choose Report and Order Issue to open a ticket and select the appropriate issue to continue.
Our starter kits are shipped in 2-3 separate parcels based on our stock to ensure your items’ safe arrival best. You will likely receive a parcel with your tent, a parcel with your machine, and a parcel with your products. More than likely, your packages will be delivered on separate days.
First, follow these steps to locate your order:
- Check your received package for a printed “Drop-Ship Card”. This card will provide you with notice and instructions of when and how to expect to receive your order’s remainder.
- View your provided tracking number on the FedEx website. If all parcels have shipped from the Sjolie facility, you will have a “multi-shipment” option to access the individual tracking numbers for each parcel of contents.
- If you still cannot locate your items, please submit a Ticket through the website Messenger system.