Effective Date: January 01, 2025
At Sansali, we strive to ensure your shopping experience is seamless and satisfying. Our return and refund policy is designed to be customer-friendly, offering free returns for eligible orders within the UAE, in line with our commitment to quality and convenience. By purchasing from sansali.com, you agree to the terms below.
1. Eligibility for Returns
- Timeframe: You may return items within 3days from the date of delivery, aligning with standard UAE e-commerce practices.
- Condition: Items must be unused, unworn, unwashed, and in their original condition, with all tags, labels, and packaging intact.
- Proof of Purchase: A valid order confirmation email or receipt is required for all returns.
- Non-Returnable Items: Unless defective, the following items cannot be returned:
- Customized or personalized products
- Final sale items
- Intimate apparel (e.g., undergarments, swimwear) for hygiene reasons
- Gift cards
2. Free Returns
- Free Return Shipping: For customers in the UAE, we offer free return shipping on eligible orders. You can initiate a return at no cost using our provided return label or courier service.
- Exceptions: Free returns do not apply to international orders outside the UAE or items marked as non-returnable. For defective or incorrect items, free returns are available regardless of location.
3. Return Process
- Initiate a Return: Contact our support team at support@sansali.com with your order number and reason for return within 3 days of delivery.
- Return Authorization: We’ll issue a Return Merchandise Authorization (RMA) number and provide a free return label or schedule a courier pickup for UAE customers. Returns without an RMA number will not be accepted.
- Packing: Securely pack the item in its original packaging, including the RMA number. For free returns, use the provided label or follow courier instructions.
- Drop-Off or Pickup: Drop off the package at a designated point or await our courier, as arranged. We recommend retaining proof of return until the process is complete.
4. Refunds
- Inspection: Upon receiving your return, we’ll inspect the item and notify you via email about approval or rejection within 3-5 business days.
- Refund Processing: Approved refunds will be issued to the original payment method within 7-10 business days. Bank processing may add 3-5 days for the refund to appear.
- Defective or Incorrect Items: For damaged, defective, or incorrect items, we’ll provide a full refund or replacement, including any original shipping costs, at no charge.
- Non-Defective Returns: For change-of-mind returns, a full refund (excluding original shipping fees, if any) will be issued, with free return shipping covered for UAE customers.
5. Exchanges
- Exchanges are subject to availability. To exchange an item, initiate a return as above and place a new order for the desired item. For defective items, we’ll facilitate a free exchange within 3 days, including shipping.
- After 3 days, exchanges may be considered only for defective items, pending inspection.
6. Order Cancellations
- You may cancel an order before it ships by contacting support@sansali.com. If the order has shipped, please follow the return process above.
- Refunds for canceled orders will be processed within 3-5 business days to the original payment method.
7. International Returns (Outside UAE)
- International customers are responsible for return shipping costs unless the item is defective or incorrect. Customs duties and taxes are non-refundable.
- For defective items, we’ll cover return shipping and issue a full refund or replacement.
8. UAE Consumer Rights
- As per UAE regulations, we adhere to the Consumer Code of Rights, ensuring your ability to return or exchange faulty goods. Our free return policy exceeds these requirements to enhance your shopping confidence.
9. Contact Us
For questions or assistance with returns, reach out to:
- Email: support@sansali.com
10. Policy Updates
We may update this policy periodically. Changes will be posted on sansali.com and effective immediately.