Returns, Refunds & Exchange Policy

EcoHub (PTY) Ltd trading as Sana South Africa
18 Hoof Way, Bot River, 7185, Western Cape
Email: info@sanastore.co.za

At Sana South Africa, we are committed to providing high-quality products and excellent customer service. Please review the policy below to understand your options regarding returns, refunds, and exchanges.

1. Returns

You may return an item within 30 days of receiving it, provided that:

  • The item is unused, undamaged, and in its original packaging
  • You have proof of purchase (e.g., order confirmation or invoice)

To initiate a return, please contact us at info@sanastore.co.za with your order number and reason for return. Return courier costs are the responsibility of the customer unless the item is faulty or was sent in error.

2. Exchanges

We accept exchanges within 7 days for:

  • Items that are defective or damaged upon delivery
  • Incorrect items shipped

Exchanges are processed once we have received and inspected the returned item. If the product is no longer available, a full refund or suitable replacement will be offered.

3. Refunds

Refunds will only be issued:

  • For defective or damaged products
  • If a product is returned unused, in its original condition and packaging, within 30 days of delivery

Approved refunds will be processed within 7–10 business days via the original method of payment.

Note: We do not offer refunds for:

  • Items damaged due to misuse or negligence
  • Change of mind once the product has been used

4. Warranty

Our appliances come with a standard manufacturer’s warranty (terms vary by product). If a product develops a fault outside of the return window, please contact us to begin the warranty claim process.

5. How to Return an Item

  1. Email info@sanastore.co.za with your order number and reason for return.
  2. We will provide return instructions and confirm the return address.
  3. Package the item securely and send it via a trackable courier.
  4. Once received and inspected, we will process your refund or exchange.

If you have any questions about this policy, please contact us at info@sanastore.co.za.