REFUNDS AND RETURNS POLICY
At SANA we understand that the online shopping experience can be problematic due to the nature of not being able to try on the garment in person. However, we will do our best to ensure that you are 100% satisfied with your purchase by providing accurate garment descriptions, photographs & sizing information along with a fair & reasonable exchange policy.
Returns are accepted on full-priced items within 7 days from the date of receipt of your order. Requests received outside of this time period will not be accepted.
RETURN FOR CREDIT
- We do not offer refunds for change of mind. This includes instances where a customer buys an item but later decides or realises they have selected the wrong colour, size or product altogether. We do however offer a 3 month credit note or can happily exchange the size for you if an alternative is available.
- In order for a return to be accepted, you must retain your original proof of purchase
- We do not accept returns on items that are on sale or part of a sale promotion. Please ensure that you are certain about your purchase.
- We do not accept returns on items that are purchased on pre-order or special customer order.
- Your item must not have been worn, dry cleaned, washed or altered from its original condition in any way if it is being returned
- The swing tag must still be attached to the item and the item must be returned in the original packaging in which it was received.
- For hygiene purposes, we are unable to accept returns on earrings, underwear or footwear. Again please ensure that you are certain about your purchase.
- Exchanges must be sent back within a 7 day time frame to be accepted.
- SANA reserves the right to refuse returns if the above conditions are not met by the customer.
- For Western Australian customers, we are happy to accept returns in store.
If you wish to return an item, you must email us at the earliest opportunity on firstname.lastname@example.org
Upon receiving your request you will receive a confirmation email including an RA# (Return Authorization Number) validating your return/exchange. Please use this as your reference number if you require any further assistance with your request.
NO RETURN/EXCHANGE on SALE items, jewellery, lingerie or footwear (ie if soles are marked or scratched).
NO REFUNDS are issued unless items are deemed to have a manufacturing fault. Please note that items which have been damaged as a result of wear and tear are not considered to be faulty. In accordance with Consumer Affairs, where possible & within a reasonable time frame we will offer to repair faulty items.
Please note that all RETURNS/EXCHANGES/REFUNDS are subject to quality inspection by SANA management and final decisions are made at their discretion.
All returns/exchanges sent via post are at the cost of the customer. Postage costs are non-refundable. In order to expedite your return we recommend utilizing express post.
- If an item is faulty we reserve the right to repair or replace the item. If the item cannot be repaired or replaced, we will then offer a refund of the item (this does not include postage).
- Faulty items are classified as faulty where they are received with a manufacturing fault, which has occurred within a reasonable time frame
- Items that have been damaged as a result of wear and tear over time will not be deemed faulty
- Approval of a return due to a manufacturing fault is at the discretion of SANA management
- Items that have obviously been damaged in transit by the carrier will not be deemed faulty
- If an item is deemed faulty, the supplier will reserve the right to repair or replace the item before crediting SANA. Therefore, we are only able to pass on a refund to the customer if the faulty item cannot be repaired or replaced first.
- When emailing email@example.com with your return, please clearly outline the fault, attach a photograph, the location of the issue on the product, to help us understand how the item is faulty
SHIPPING & DELIVERY INFO
Postage is FREE for all orders $250 and over within Australia. For all orders under $250 a flat rate of $15 postage will apply (this is an express post system).
Please make sure your shipping address is correct as we are unable to redirect orders once they are on their way to you. Our delivery time starts from the moment an order is accepted and will be processed that day, excluding weekends and public holidays, and will be shipped within 24-48 hours of payment verification, pending stock availability. Shipping time-frames stated may vary for a given purchase as this will be dependent upon credit card approval and may be delayed should we experience difficulties in obtaining authorization. Please note this process can take longer during our sale periods where it may take up to a 24 hour period. If your order is placed over the weekend, it will be dispatched Monday.
Once your order us dispatched you will receive a confirmation email containing your tracking number which will allow you to track your package. Your delivery can take up to 4 days to arrive for all Australian orders, for International orders this can take up to 14 days.
For international customers please note that we are not liable for any country’s individual customs and taxes incurred once processed. This includes shipment price variants for all returns and exchanges.
Regular Express Post does not obtain a signature on delivery, so to guarantee delivery, we recommend your parcel be sent to an address where there will be someone to receive it between 9AM – 5PM on business days. We do not accept responsibility for lost or stolen parcels once they leave our premises.
Should you have further inquiries regarding our shipping and delivery information or pricing, please email: firstname.lastname@example.org
Whilst the SANA team will make every attempt to ensure our online store accurately reflects the availability of stock, sometimes an item shown to be available may in fact be out of stock. If an item you order is out of stock, we will contact you at the earliest possible opportunity, whereby we will then refund you for the item ordered in full.