Refunds & Returns
If you are not entirely satisfied with your order, you may be entitled to a refund. Simply follow the steps explained in this section.
Please note for all COVID-19 products there is no refund or cancellation of orders.
- Contact firstname.lastname@example.org or send a message through the orders section of the website. Please make sure you reference your order number.
- Once acknowledged you will be sent instructions on how to return your parcel.
Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.
Here are a few things we need you to keep in mind.
Following these instructions will help to get your funds back into your account as soon as possible.
- We only accept returns within the 30 day return period. If a return older than 30 days reaches our warehouse, Sanera cannot accept the returned items and cannot give a refund under this Return Policy.
- We are unable to refund the initial shipping cost of your order.
- Sanera Merchandise Store does not exchange products. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order.
How do I return (part of) my order?
If you are not entirely satisfied with your order, you may be entitled to a refund. Please refer to our Return Policy.
When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by Sanera to your payment services provider (for example your credit card supplier).
Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. For further information please feel free to call our online shop customer service team by emailing email@example.com or calling 1300 472 774 and let the advisor know the details of your order and/or about your open question.
Our online shop customer service team is available Monday through Friday from 8 AM to 5 PM (AEST) Our advisors are happy to assist you.
Can I exchange a product?
Unfortunately, we are unable to exchange products. If you wish to exchange a product, you will need to return your purchase for a refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy.
What should I do if my product arrives damaged or defective, or isn’t what I ordered?
If you have received a damaged or defective product, or you have received the incorrect order please contact us by email firstname.lastname@example.org or calling 1300 472 774.
Will you refund my shipping/delivery costs if I return my order?
We will refund the complete cost of the return. We will not refund the shipping costs.
What do I do if my question isn’t covered here?
If you cannot find the answer to your question here, we recommend you contact us by email email@example.com or calling 1300 472 774and let the advisor know the details of your order and / or about your open question.