Refund policy
Would you like to return an item? No problem at all, here at Sanae we aim to ensure that you love the gorgeous bags that we have sourced for you. We want you to love them, but we know that sometimes it can take a couple of tries for you to find the perfect pieces. Anything that you have purchased online that you don’t love can be exchanged or returned, with the exception of sale items. You have 14 calendar days to return any items that you have purchased online. All we ask is that you have not used, altered or damaged the items, that the tags are still attached and that you carefully package it for the return postage. You will need to include proof of purchase. There are no refunds, exchanges or credit notes on sale items. If you return a sale item to us, it will need to be shipped back to you at your own expense. Sanae is not responsible for the loss or damage of items being returned, we recommend that you use a traceable delivery method and note down your tracking number.
Sale or Marked Down items that will be staying at the discounted price cannot be returned. Items that have been discounted due to a temporary promotion and will be returning to full price, can be returned.
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Bags with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at .
sanae
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sanae.collections@gmail.com and send your item to:
Sanae, 282 Kapiro Road, Kerikeri 0284, New Zealand
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be the one to receive the refund.
Shipping
To return your product, you should mail your product to:
Sanae, 282 Kapiro Road, Kerikeri 0284, New Zealand
You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
We recommend that you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
