Refund policy
SANO Products LLC ("SANO," "we," "us") stands behind everything we make. This policy explains how returns, exchanges, refunds, and warranty claims work for orders placed through our online store.
Return window
Unless a different period is stated on the product page at the time of purchase, orders may be returned within 60 days of the delivery date.
Some products carry a shorter window, and some are sold as final sale. Where that applies, it is stated clearly on the product page before you buy. The window shown at the time of your purchase is the one that governs your order.
Condition
What we accept back depends on what the product is.
Products meant to be tested in use. Performance equipment cannot be judged without being used, so these may be returned after reasonable testing. Reasonable testing means wearing the product in normal conditions to assess fit, comfort, and performance. It does not mean returning a product that has been trashed, heavily soiled, altered, trimmed beyond any marked guideline, or damaged through misuse.
Apparel and accessories. These must be returned unworn, unwashed, and unaltered, with any original tags attached.
All returns are inspected on arrival. We reserve the right to refuse a return, or to issue a partial refund, where the condition falls outside what is described above.
Eligibility
To be eligible for a return or exchange:
- The request must be made within the applicable return window.
- The order must have been placed directly through our online store.
- Proof of purchase is required. Your order number is sufficient.
Orders placed through a third party retailer are subject to that retailer's policy and must be returned to them.
Limits on returns
This policy exists so customers can buy with confidence, not so it can be used repeatedly against us.
We monitor return activity and reserve the right to limit or refuse returns, refuse future orders, or close an account where the pattern of returns is unreasonable. Examples include repeated returns of used products, returns that appear intended to obtain free use of a product, and claims that cannot be substantiated.
Nothing in this section affects your rights in respect of faulty products.
How to start a return
Email support@sanolabs.shop with your order number and the reason for the return. A response with return instructions follows within one business day.
Please do not send a return before contacting us. Returns received without prior authorization may be delayed or may not be processed.
Return shipping
We provide a prepaid return label where the return is our responsibility, including:
- A manufacturing defect
- An incorrect item sent by us
- A size exchange
For all other returns, return shipping is the responsibility of the customer. You may use any carrier. We recommend a service with tracking, since we cannot refund a return that does not reach us.
Refunds
Once a return is received and inspected, we send an email confirming the outcome.
Approved refunds are issued to the original payment method. Processing on our side takes up to three business days. Your bank or card issuer typically posts the funds within 5 to 10 business days after that.
Refunds cover the purchase price of the returned items. Shipping charges paid on the original order are not refunded unless the return is due to a defect or an error on our part.
We cannot refund to a payment method other than the one used at checkout.
Exchanges
Size exchanges within the applicable return window are handled as a direct swap at no additional cost. Email support@sanolabs.shop with your order number and the size required.
If the size requested is unavailable, we offer a refund instead.
Defects and warranty
Products are warranted against manufacturing defects for the period stated on the product page, or where no period is stated, for the length of the return window.
The warranty covers faults in materials and workmanship under normal use. It does not cover:
- Normal wear over time
- Damage caused by modification or alteration of the product
- Damage caused by heat, chemicals, machine washing, or machine drying
- Damage caused by use outside the product's intended purpose
- Damage caused by accident, neglect, or misuse
To make a claim, email support@sanolabs.shop with your order number and photographs showing the issue.
Pre-orders
Where a product is sold as a pre-order, the order may be cancelled at any time before it ships, for a full refund.
Once a pre-order ships, it is treated as any other order and the applicable return window begins from the date of delivery.
If a pre-order shipping timeline changes materially, we notify you by email. You may keep the order or cancel it for a full refund.
Changes to an order
Changes to size, quantity, or shipping address can be made while an order is unfulfilled. Email support@sanolabs.shop as soon as possible with your order number.
Once an order has shipped it cannot be changed and must be handled as a return or exchange.
Items that cannot be returned
- Gift cards
- Items marked as final sale at the time of purchase
- Products returned outside the applicable window
- Products that have been personalized or made to order, unless faulty
Late or missing refunds
If a refund has been confirmed by us but has not appeared after 10 business days, contact your bank or card issuer first, since posting times are outside our control. If it remains unresolved, email support@sanolabs.shop and we will provide the transaction reference.
Changes to this policy
We may update this policy from time to time. The version in effect at the time of your purchase governs your order.
Contact
SANO Products LLC support@sanolabs.shop