Refund policy
At Sanora by Dr Sana, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, we offer a 30-day return policy, subject to the conditions below.
1. 30-Day Return Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the product must:
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Be unused and unopened
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Be in its original packaging
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Be in the same condition in which you received it
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Include all original packaging, labels, seals, and accessories, where applicable
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Be accompanied by proof of purchase or order details
Products that do not meet these conditions may not be eligible for return.
2. Skincare and Hair-Care Products
For hygiene and safety reasons, opened, used, or tampered-with skincare and hair-care products may not be eligible for return or refund, unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer protection law.
We strongly recommend checking the product, packaging, ingredients, and instructions before opening or using it.
If you have an allergy, sensitivity, or concern about an ingredient, please review the ingredient information before use.
3. Damaged, Defective, or Incorrect Items
If you receive a product that is:
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Damaged during delivery
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Defective
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Incorrect or different from what you ordered
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Missing from your order
please contact us as soon as possible at sanorabydrsana@gmail.com.
Please include:
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Your order number
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Your name
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A description of the problem
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Clear photographs or videos of the product and packaging, where applicable
We will review the issue and, where appropriate, offer a replacement, refund, or other suitable resolution.
4. How to Request a Return
To request a return, contact us at:
Email: sanorabydrsana@gmail.com
Please provide your order number and explain the reason for your return.
Do not send products back to us before receiving return instructions from our team. We will provide the appropriate return instructions after reviewing your request.
5. Return Shipping Costs
Unless the product is damaged, defective, incorrect, or we made an error with your order, the customer is responsible for the cost of return shipping.
If the return is due to an error on our part or an eligible defective/damaged product, we may cover the reasonable return shipping cost or provide another appropriate resolution.
6. Refunds
Once we receive and inspect the returned product, we will notify you whether your return has been approved.
If your return is approved, your refund will be processed using the applicable payment method or another suitable method available to us.
Refund processing times may vary depending on the payment provider or financial institution.
Please note that the time for a refund to appear in your account may depend on your bank or payment provider and may be outside our direct control.
7. Partial Refunds
In certain circumstances, only a partial refund may be provided where permitted by applicable law.
For example, a return may be subject to a partial refund if the returned product has been damaged, used, or otherwise diminished in value after delivery and the applicable law permits such a deduction.
8. Non-Returnable Items
The following items may not be eligible for return:
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Opened or used skincare products
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Opened or used hair-care products
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Products with broken or removed safety seals
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Products damaged due to customer misuse or improper storage
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Gift cards, where applicable
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Products specifically identified as non-returnable on the product page
This does not affect any rights you may have under applicable consumer protection laws.
9. Exchanges
If you would like to exchange a product, please contact us at sanorabydrsana@gmail.com.
Exchanges may be available depending on product availability and the reason for the exchange.
Where an exchange is not possible, we may provide a refund or another appropriate resolution in accordance with this policy and applicable law.
10. Late or Missing Refunds
If you have been notified that your refund has been processed but you have not received it, please:
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Check your bank or payment account.
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Contact your payment provider or bank.
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Allow additional processing time where applicable.
If you have completed these steps and still have not received your refund, contact us at sanorabydrsana@gmail.com.
11. Sale and Discounted Items
Unless otherwise stated, products purchased during a sale or promotional period are subject to the same return policy.
However, certain promotional or clearance products may be identified as final sale and may not be eligible for return.
Any applicable final-sale condition will be communicated before or at the time of purchase.
12. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at sanorabydrsana@gmail.com.
We will make reasonable efforts to accommodate cancellation requests, but an order may not be cancellable once it has been processed, packed, or dispatched.
13. Contact Us
If you have any questions about returns or refunds, please contact us:
Sanora by Dr Sana
Email: sanorabydrsana@gmail.com
We are happy to assist you with your return or refund request.