Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@sanetjohannesburg.com.


Damages and issues
Please inspect your order upon reception and contact us 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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at flaviomirandapereira@gmail.com.

Refund policy

How to Return Your Order

If your return meets the conditions outlined below, please follow these steps to begin the return process.

Please contact Sanet Johannesburg Customer Care through our Contact Us page and include:

  • Your order number
  • The reason for your return
  • Photos of the product if the item is damaged, defective or incorrect
  • Your full name
  • Your complete delivery address

Once we have reviewed your request, we will provide you with the correct return instructions and return address.

Please do not send your return to the sender's address shown on the original parcel.
Returns sent without prior approval or to an incorrect address may not be processed.

For voluntary returns, return shipping costs are the responsibility of the customer unless otherwise required by applicable consumer law.

30-Day Return Policy

You may request a return within 30 days from the date your order is delivered.

To be eligible for a voluntary return, items must:

  • Be unworn and unused
  • Be unwashed
  • Be returned in their original condition
  • Have all original tags attached
  • Show no signs of wear, damage, alteration or use

For hygiene reasons, certain items such as swimwear may only be eligible for return if any hygiene protection remains intact and the item has not been worn, subject to applicable consumer rights.

Cancellation Policy

Cancelling Your Order

Orders begin processing shortly after they are placed.

If you wish to cancel or modify an order, please contact us as soon as possible with your order number.

If your order has already been processed or dispatched, we may no longer be able to cancel it.

In this case, please wait until the parcel has been delivered and then contact us to begin the return process.

Orders in Transit

Once an order has been dispatched and is already in transit, it can no longer be recalled through our normal cancellation process.

Please wait for your order to be delivered before requesting a return.

You may contact us in advance to let us know that you intend to return the order once it arrives.

Return Shipping

Customers are responsible for the cost of voluntary return shipping unless the item received is defective, damaged, incorrect, or applicable consumer law provides otherwise.

The correct return destination will be provided after your return request has been approved.

We strongly recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your return request.

If approved, the refund will be issued to the original payment method used for the purchase.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

Original shipping charges, where applicable, are not refundable unless required by law.

Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact us as soon as possible and provide:

  • Your order number
  • Clear photographs of the item
  • A short description of the issue

Our customer care team will review your request and provide the appropriate solution.

South African consumers also have statutory protections relating to defective or poor-quality goods; the Consumer Protection Act provides remedies for qualifying defective goods within six months of delivery.

Important Notice

ALL RETURNS MUST BE SENT TO THE RETURN ADDRESS PROVIDED BY SANET JOHANNESBURG AFTER YOUR RETURN REQUEST HAS BEEN APPROVED.

DO NOT RETURN YOUR ORDER TO THE SENDER'S ADDRESS PRINTED ON THE ORIGINAL PACKAGE.

FOR VOLUNTARY RETURNS, RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER UNLESS OTHERWISE REQUIRED BY APPLICABLE CONSUMER LAW.