Refund policy

Returns

One-time purchases

For one-time purchase products, we have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition as that you received it, in its original packaging, sealed, undamaged, unopened and unused. You’ll also need the receipt or proof of purchase.

Subscriptions

For subscription products, you have the right to withdraw from the agreement within 14 days after your purchase of the subscription, without stating any reasons for the withdrawal. You then only pay for the products already delivered and products already shipped during these 14  days, unless you indicate that you want to return these products. To be eligible to return any product from your subscription that you already have received or that has already been shipped to you prior to your withdrawal, the product must be in the same condition as that you received it, in its original packaging, sealed, undamaged, unopened and unused. You’ll also need the receipt or proof of purchase.

Return process

To start a return and/or withdrawal, you can contact us via the contact form or by sending an email to support@sana.amsterdam, stating your order number and that you wish to return a product and/or withdraw from a subscription. 

If your return and/or withdrawal is accepted, we’ll send you instructions on how and where to send your package with the items you are returning. Return shipping costs are the customer’s own responsibility. Items sent back to us without first requesting a return and/or withdrawal will not be accepted.

Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question via the contact form. See our Terms & Conditions for more information on returns.

Damages and issues 

Please inspect your order upon reception and contact us via the contact form immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Items that have been unsealed, opened or used cannot be returned without contacting us first. 

Refunds 

One-time purchase

If you cancel the agreement within 14 days after receiving your one-time purchase and your return has been accepted, you will receive all payments you have made up to that time, including shipping costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the cheapest standard delivery offered by us), within 14 days after we have been informed of your decision to withdraw from the agreement. Return shipping costs are the customer’s own responsibility.

Subscriptions

If you withdraw from your subscription within 14 days after your purchase, and, any subscription product(s) received or already shipped to you have been accepted by SANA Amsterdam for return, you will be reimbursed the amount already paid for the first periodical payment for the subscription product, including shipping costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the cheapest standard delivery offered by us). Return shipping costs are the customer’s own responsibility.

Duration and reimbursement method

We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll be automatically reimbursed as soon as possible. Please remember it can take some time for your bank, credit card company or other (financial) intermediary to process and post the refund too.

Money is refunded via the same payment method used to pay for the product. If the product is (partially) paid with a SANA Amsterdam gift certificate, you will receive this amount back in the form of a gift certificate. Any remaining purchase amount will be reimbursed using the same payment method used to pay for the product.