Return/Refund
How long do I have to return a product?
From the date of product received, buyers have 14 days to request for a product return or refund.
What products are eligible for a return/refund?
- Products can be returned for the following reasons:
- Did not receive the order (e.g. parcel lost in transit)
- Received an incomplete product (e.g. missing parts of product, missing products from order)
- Received the wrong product(s) (e.g. wrong size/colour, different product)
- Received a product with physical damage (e.g. dents, scratches, cracks)
- Received a faulty product (e.g. malfunction, does not work as intended)
Our team will investigate the case and provide a fair resolution based on evidence provided by both parties.
What products are not eligible for a return/refund?
Products cannot be returned for the following reasons:
- Change of mind
- Received a product with good working condition
- Perishable/Consumable goods that have been used/opened.Â
đź’ˇ Tip: Buyers are advised to take this into consideration before making a perishable/consumeable product purchase.
Can I return a product if I have opened or used it?
No, buyers cannot return a product that has been received in good working order and/or used.
Do you offer free returns or refunds?
Refunds will not cost anything if the item/product that is bought from Sanang is found to be defective, not in good working order, wrong order, missing in parts or product not as described by us.
Return or refund claims are subject to Sanang’s internal investigation.
Can I raise a return/refund request after my order status states “Order Received?”
Yes, you are able to raise a return/refund request after you have received your order. Buyers have a 14 day period in which they can raise this claim with Sanang after they have received their products.
Claims raised within the 14 day period will be assisted by Sanang’s customer support team until the issue is resolved.
How do I initiate a refund?
Step 1: My Account > My Orders > Completed
Step 2: Select order that you would like to Return/Refund and click the Request Return/Refund button
Step 3: Fill in the necessary details in the Return/Refund page
Step 4: Input your bank details in the description in case that Credit/Debit card refund is not available
Step 5: Submit request
Step 6: Wait for us to process your Return/Refund. We will contact you via call, e-mail or WhatsApp once your request is successful
Can I exchange an item instead of returning it?
No, during this stage we do not cover for item exchanges for items that have already been received. However, we are actively working towards bringing the best solution to exchanges in the near future.
What will happen to the shipping cost when I request for a refund?
Currently, we’re only able to refund shipping costs for items that qualify for a full refund. For orders that receive a partial refund, the original shipping fee will not be reimbursed.
How can I track the status of my refund?
You can track the status of your refund by clicking the ‘Return/Refund’ button under the order you wish to track the refund status of, this is where you’ll find a table showing the progress of your refund request.
Alternatively, you can click into your order to view more details—if you’ve submitted a refund request, the status will be displayed there as well.
How long does it take for my return to be processed?
From the date of return/refund request, it will take up to 14 working days. Holiday seasons may delay processing time.
How will I be refunded for my return?
Method 1
The refund process will be initiated within 24 hours for all successful return/refund requests. The refund process and time frame will vary depending on the payment method used:
Credit/Debit Card
The refund will be credited to the card used within 7-14 working days, depending on the card-issuing bank.
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Method 2
The refund will be credited to the bank account stated in the description section of the return/refund request.
What if I have a problem with my refund or return process?
Should you encounter any problems with the return/refund process please contact us directly through the website via our ticketing system and our customer support will get back to you shortly.
Alternatively, you are also free to send us a message/e-mail at returns@sanang.shop regarding this matter and our staff will be more than happy to assist.
What is your policy on damaged or defective products?
If the product is found damaged/defective after receiving it, please immediately raise a claim within 14 days from the date of receiving the product through our website and our customer service will try and resolve any issues that may arise.
If found through internal investigation that the product was shipped damaged or defective, we will bear the cost of shipping the products back and buyers have a choice to receive the same product or initiate a refund.
What if I received the wrong item or an item is missing from my order?
Buyers can request return/refund for wrong items or items that are missing from their orders.
What if the item I received is not as described on your website?
If the items you have received are not as described on the website, please refer to Section 2, Question 1 for step by step tutorial of how to initiate a refund/return claim.
Do you offer a warranty or guarantee on your products?
Yes, when purchasing through Sanang, buyers have a 14 day period from the date of receiving their items to raise a dispute or claim with us.Â
In this 14 day period, we will try to resolve any issues with the products ordered. After this 14 day period, buyers will need to refer to individual manufacturer/supplier/vendor warranties or gurantees for their own terms and conditions regarding product warranty or guarantee.
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