Refund policy
Returns & Refunds Policy
At SANAVA, we want you to feel confident when shopping with us. This policy explains how returns, refunds, damaged items, and your statutory right of withdrawal are handled.
14-day return window
You have 14 days from the day you receive your order to request a return.
To be eligible for a return, the product must be unused, unopened, with any hygiene seal intact, and in its original packaging. You will also need your receipt or proof of purchase.
For hygiene and safety reasons, we cannot accept returns of skincare products that have been opened, used, tested, or where the hygiene seal has been broken.
Swedish and EU right of withdrawal
If you are a consumer in Sweden or the European Union, you have a statutory right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
To exercise your right of withdrawal, please contact us within 14 days of receiving your order. The product must then be returned to us without undue delay.
Please note that the right of withdrawal does not apply to sealed goods that are not suitable for return due to health or hygiene reasons once the seal has been broken after delivery. This includes skincare products where the hygiene seal has been broken, or where the product has been opened or used.
Gifts and promotional items
If your order included a gift, sample, promotional item, bundle item, or other complimentary product, it must also be returned together with the original product.
If the gift or promotional item is not returned, or if it has been opened, used, or damaged, we may deduct its value from your refund.
How to start a return
To request a return, please contact us at:
Please include your order number, the email address used for the order, and the reason for your return request.
If your return is accepted, we will provide return instructions and the applicable return address. Please do not send products back to us without first contacting us. Items returned without prior approval may not be accepted.
Return shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
If the return is due to a faulty, damaged, or incorrect item, SANAVA will cover the reasonable cost of return shipping.
Return shipping costs are non-refundable unless the item is faulty, damaged, or incorrect.
Original shipping costs and free-shipping threshold
If you return your full order under your statutory right of withdrawal, we will refund the product price and the standard delivery cost paid for the original order, where applicable.
If you selected a more expensive delivery option than our standard delivery method, the additional delivery cost will not be refunded.
For partial returns, if the return reduces the final order value below the free-shipping threshold, the standard shipping cost that would have applied to the remaining order may be deducted from your refund.
Damaged, faulty, or incorrect items
Please inspect your order when you receive it and contact us as soon as possible if the product is damaged, defective, or if you have received the wrong item.
We will evaluate the issue and, where appropriate, offer a replacement, refund, or other suitable solution. This does not affect your statutory consumer rights.
Sale items and gift cards
Gift cards are non-refundable.
Sale items may be excluded from returns unless otherwise stated. This does not affect your statutory rights, including your right to withdraw where applicable or your right to complain about faulty goods.
Exchanges
We do not currently offer direct exchanges. If your return is approved, you may place a new order separately.
Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved.
Approved returns are processed within 5 working days of receiving the returned items.
The refund will be issued using the same payment method as the original purchase. Please note that it may take additional time for your bank or payment provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Designed in Sweden