Refund policy

Your customer satisfaction is our #1 priority. We want you to fulfil orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure our customers will receive a purchased item on time and as described.

Our primary goal is making our customers happy, so everyone who shops with us receives the following guarantees:

Refunds

Refund if the item is not as described or damaged,

Refund minus the shipping cost if our customer does not want the product he received. Our customer must return the item at his expense to our warehouse and the item must be unused.

Refunds are not available under the following circumstances:

Your order does not arrive due to an incorrect address provided by the customer;

Your order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).

Order cancellation

All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.

How do refunds, returns, and exchanges work on our website?

In case you report a damaged or incorrect product, you are required to submit photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.

If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.

Missing order: In case a package is delivered (based on tracking number update) but you claim that you did not receive the item, you must submit a claim to the shipping carrier directly. As a retailer, your orders will be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

How do I request a refund, return, or exchange?

Handling returns is an essential part of running a business. We are here to help! We have put together the following steps to make this process easier:

In the event of a refund, return, or exchange request from you, contact our Customer Support team via email at hi@sanatyshop.com and include the evidence if required.

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

After we have approved the order refund, return, or exchange, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted

You must return the product and provide a tracking number.

Once the tracking number has been provided (or once we have received the returned product), a replacement product will be shipped or a refund minus the shipping cost will be credited back to the card.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hi@sanatyshop.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

To start a return or claim, you can contact us at hi@sanatyshop.com.