Return & Refund Policy
Return & Refund Policy
We're sorry to hear you're not satisfied with your order! We want to make the return process as smooth as possible for you.
For any questions, returns or refunds, please don't hesitate to contact us at: sarananasupport@gmail.com
Return Policy
You can return your order within 30 days of receipt. Please note that return shipping costs are the responsibility of the customer.
As our warehouse is located in Asia, please be aware that international return shipping costs typically range between $20 and $40. We strongly recommend using a tracked shipping service, as we cannot be held responsible for lost returns.
Follow these 3 simple steps to return your product:
Step 1: Contact Us Simply reply to your confirmation email or send an email to sarananasupport@gmail.com with your order number and the reason for your return. We'll guide you through the next steps.
Step 2: Send Your Package Once you've received instructions from us, return the items to the address we provide. Always use a shipping method with a Track & Trace code. As the sender, you are responsible for the return shipment.
Step 3: Receive Your Refund Once we receive your return in good condition, we will process your refund within 14 business days.
Cancellation Policy
We understand that sometimes you may reconsider your purchase. If you wish to cancel your order, please contact us within 24 hours of placing it at sarananasupport@gmail.com.
⚠️ Please note: In most cases, once an order is placed, a shipping label is purchased and printed immediately and your parcel is prepared for dispatch straight away. This means that even within the 24 hour window, cancellation is not always guaranteed. We will always do our very best to accommodate your request, but we cannot promise cancellation once the order has been processed.
Important Notes:
- To be eligible for a refund or exchange, items must be returned in their original condition with all labels and tags attached and showing no signs of use.
- We reserve the right to refuse returns if items appear to have been used or damaged.
- All returns are sent to our central warehouse in Asia at the customer's expense.
- For any further questions, please contact us at sarananasupport@gmail.com — we're always happy to help! 🌸