RETURN & REFUND POLICY

Sanna’s Closet

Order Confirmation & Policy Acceptance

By placing an order on the Sanna’s Closet website, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

  • You have reviewed and accepted our return conditions and timeframes

  • You agree to follow the return procedure described below

  • In the case of a chargeback or dispute, this policy—together with order details and communication records—may be used as supporting evidence

RETURNS

If you are not fully satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided all conditions listed below are met.

Return Eligibility

Returned items must:

  • Be unused, unworn, and unwashed

  • Be returned in original condition and packaging

  • Show no signs of excessive wear, damage, or misuse

  • Have only been handled as necessary to inspect the product

Customers are responsible for all return shipping and handling costs.

Once received, returns are reviewed and processed within 7 business days.
Sanna’s Closet reserves the right to refuse returns that do not meet the above criteria.

HOW TO START A RETURN

To request a return, please follow these steps:

  1. Email us at info@sannacloset.com within 30 days of delivery

  2. Include the following information:

    • Order number

    • Reason for return

    • Clear photos (required if the item is defective or damaged)

    • Your full name and return address

Please wait for our return instructions before sending any items.
Unauthorized returns or items sent without approval may be refused.

We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been completed.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective, contact us within 48 hours of delivery at info@sannacloset.com and include:

  • Your order number

  • A brief explanation of the issue

  • Clear photos or a short video showing the defect

After verification:

  • A replacement may be offered, subject to availability

  • In certain cases, a return may not be required

Replacement items are typically shipped within 7–14 business days.

LOST, REFUSED, OR UNCLAIMED PACKAGES

Lost packages:
If your order appears lost in transit, please contact us with your order number and tracking details. We will assist with the courier investigation and arrange a replacement or refund if the loss is confirmed.

Refused or unclaimed deliveries:
If a package is refused, returned unclaimed, or sent back due to an incorrect address provided by the customer, a $35 CAD deduction will be applied to the refund to cover shipping and administrative costs.

ORDER CANCELLATIONS & RIGHT OF WITHDRAWAL

Under Canadian consumer protection laws, customers have the right to withdraw from a purchase within 30 days of receipt.

Please note:

  • Orders cannot be canceled once they have been shipped

  • If your order has already been dispatched, you must wait for delivery and then follow the return process

To request cancellation before shipment, email info@sannacloset.com with a clear withdrawal request.
Return shipping costs remain the responsibility of the buyer.

CHARGEBACKS & DISPUTES

If you experience any issue with your order, please contact us first—we are committed to resolving concerns fairly and efficiently.

In the event of a chargeback or dispute, we may submit supporting documentation, including:

  • Order confirmation

  • Shipping and tracking records

  • Email communication and submitted images

Filing a chargeback without contacting us beforehand may delay resolution and may affect future purchasing eligibility.

IMPORTANT INFORMATION

  • All returns are shipped at the customer’s expense to our central warehouse in Asia

  • Shipping delays, customs clearance issues, or carrier-related delays are outside our control

  • Hygiene-sensitive items that show signs of use or unsanitary handling are not eligible for return

  • Returns are not free—shipping and handling costs apply

CONTACT US

For any questions regarding returns or this policy, please contact our Customer Support Team at:
Email: info@sannacloset.com

We’re happy to help