At Saanvera, we want you to feel confident when shopping with us. If something is not right with your order, our team is here to help. This Refund Policy explains how returns, exchanges, cancellations, and refunds are handled.
1. Refund Eligibility
A refund may be considered if your order meets the conditions outlined in this policy.
Eligible cases may include:
- Receiving the wrong item
- Receiving a damaged or defective item
- Receiving an incomplete order
- An approved return that meets our return conditions
- An order cancelled before dispatch, where applicable
All refund requests are subject to review and approval.
2. Return Request Timeframe
If you wish to request a return or refund, please contact us within:
[Add Return Window, e.g. 7 Days] of receiving your order.
Requests made after the stated return period may not be accepted.
3. Return Conditions
To be eligible for a return, the item should generally be:
- Unused
- Unworn
- In its original condition
- With original tags, where applicable
- Returned with original packaging
- Free from stains, damage, perfume, or signs of use
Items that do not meet these conditions may not qualify for a refund.
4. Damaged or Defective Products
If you receive a damaged or defective product, please contact us as soon as possible.
To help us review the issue, we may ask for:
- Your order number
- Clear photos of the product
- Photos of the packaging
- A short description of the issue
Once reviewed, our team will guide you through the available resolution.
5. Incorrect Items
If you receive an item different from what you ordered, please contact our support team immediately.
Once the issue is confirmed, we will advise you about the return, replacement, exchange, or refund process where applicable.
6. Non-Returnable Items
Certain products may not be eligible for return or refund depending on their condition or category.
Non-returnable items may include:
- Used or worn products
- Items damaged after delivery
- Products without original packaging or tags
- Clearance or final-sale items, where stated
- Items returned outside the allowed return period
Any product-specific exceptions should be clearly stated on the relevant product page.
7. Exchanges
If you would like to exchange an eligible item, please contact our customer support team.
Exchanges may depend on:
- Product availability
- Item condition
- Selected replacement option
- Applicable delivery charges
If the requested replacement is unavailable, another suitable resolution may be offered.
8. Refund Processing
Once your returned item is received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be processed using the appropriate payment method or another agreed method.
Estimated Refund Processing Time: [Add Timeframe, e.g. 5–10 Business Days]
Actual processing times may vary depending on your bank, payment provider, or payment method.
9. Shipping Charges
Original shipping charges may be non-refundable unless the return is due to an error on our part or a defective product.
Return shipping costs may be the responsibility of the customer unless otherwise agreed.
Please clearly state your final shipping-cost policy before publishing this page.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Cancellation may only be possible before the order has been processed or dispatched.
Once an order has been shipped, it may need to be handled through the regular return process.
11. Refund Delays
If your refund has been approved but you have not received it within the expected timeframe, please:
- Check your bank account
- Contact your bank or card provider
- Allow additional processing time
- Contact Saanvera support if the issue continues
Some payment providers may take additional time to reflect a completed refund.
12. Contact Us
If you have any questions about returns, exchanges, cancellations, or refunds, please contact our customer support team.
Email: [Add Support Email]
Phone / WhatsApp: [Add Contact Number]
Business Hours: [Add Support Hours]
Please include your order number and relevant details so our team can assist you more efficiently.