Refund policy

At Sanvia Wellness, we are committed to providing high-quality herbal and organic wellness and skincare products that you can use with confidence. We carefully check our products before dispatch to ensure they are properly packed and in good condition.

Because our products are personal-care and skincare products, we follow specific guidelines for returns, replacements, and refunds to maintain hygiene and product safety.

1. Eligibility for Returns

We accept returns or replacements only in the following situations:

You received the wrong product.
The product received is damaged, leaking, or broken during delivery.
The product is defective or unusable upon delivery.
The product received is missing from your order.
The product has a significant issue that is directly attributable to our handling or packaging.

For hygiene and safety reasons, we generally do not accept returns of products that have been opened, used, or partially consumed.

2. Damaged or Leaking Products

If your order arrives damaged, leaking, or broken, please contact us within 48 hours of delivery.

To help us process your request quickly, please provide:

Your order number
A clear photograph of the product
Photographs of the outer packaging and shipping label
A short description of the issue
A video of the package opening, if available

Our team will review the request and may offer a replacement or refund depending on the circumstances.

3. Wrong Product Received

If you receive a product different from the one you ordered, please contact us within 48 hours of delivery.

Once the issue is verified, we may arrange a replacement with the correct product or provide an appropriate refund.

If we ask you to return the incorrect product, we will provide instructions for the return.

4. Change of Mind

We currently do not accept returns simply because you have changed your mind, ordered the wrong product, or no longer require the product.

We encourage you to carefully review the product details, ingredients, size, and suitability before placing your order.

If you are unsure which product is suitable for you, please contact our customer support team before purchasing.

5. Opened or Used Products

Due to the nature of our herbal, organic, skincare, and personal-care products, opened or used products are generally not eligible for return or refund.

This policy is intended to protect the hygiene, quality, and safety of our customers.

However, if you experience a genuine product defect or quality issue after opening the product, please contact us with details of the issue. Each case will be reviewed individually.

6. Allergic Reactions or Skin Sensitivity

Our products are made using carefully selected herbal and/or natural ingredients. However, individual skin types and sensitivities can vary.

Customers are responsible for reviewing the product ingredients before use and performing a patch test where appropriate.

Sanvia Wellness does not accept returns or provide refunds solely because a customer experiences an individual sensitivity, allergy, irritation, or reaction to a product, unless the product is found to be defective or incorrectly labelled.

If you experience any unusual reaction, discontinue use immediately and seek appropriate medical advice if necessary.

7. Refunds

Once your return or refund request has been reviewed and approved, we will notify you of the outcome.

If a refund is approved, the amount will generally be refunded to the original payment method used for the order.

Refund processing times may vary depending on your payment provider, bank, or payment gateway.

Please allow reasonable processing time for the refunded amount to appear in your account.

8. Replacement

Depending on the nature of the issue, Sanvia Wellness may offer a replacement instead of a refund.

A replacement may be provided when:

The product was damaged during shipping.
The wrong product was sent.
The product was defective upon delivery.
The product was missing or incorrectly fulfilled.

Replacement products are subject to availability.

If the same product is unavailable, we may offer an alternative resolution, such as a refund or another suitable option.

9. Return Shipping

If the return is required because of an error on our part, such as receiving the wrong product or receiving a damaged/defective product, Sanvia Wellness may arrange or reimburse the applicable return shipping cost, subject to verification.

For reasons that are not attributable to Sanvia Wellness, return shipping costs, where applicable, may be the customer's responsibility.

10. Products Purchased During Offers or Promotions

Products purchased as part of a special offer, promotional campaign, bundle, clearance sale, or discounted order may be subject to additional terms and conditions.

Unless otherwise stated, promotional or discounted products are not eligible for return due to change of mind.

Products received damaged, defective, or incorrectly supplied may still qualify for replacement or refund after review.

11. Refunds for Undelivered or Returned Shipments

If an order is returned to us by the courier because of an incorrect address, failed delivery attempts, refusal to accept the package, or other circumstances attributable to the customer, we may contact you regarding re-shipping.

Any additional shipping charges for re-delivery may be payable by the customer.

If a refund is requested instead, the refund amount may be adjusted for applicable shipping, return-to-origin, or other non-refundable charges.

12. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

Cancellation requests can only be accommodated if the order has not already been processed, packed, or shipped.

Once an order has been shipped, it may no longer be possible to cancel it.

13. How to Request a Return or Refund

To request a return, replacement, or refund, please contact our customer support team with:

Order Number:
Customer Name:
Product Name:
Reason for Request:
Photos/Videos (if applicable):

Please contact us within 48 hours of receiving the order for damaged, incorrect, leaking, or defective products.

Our team will review your request and provide the next steps.

14. Important Product Information

Sanvia Wellness products are created with herbal, natural, and/or organic ingredients where stated.

Because natural ingredients can vary slightly from batch to batch, you may notice minor differences in colour, fragrance, texture, or consistency. Such variations do not necessarily indicate a defect.

Product results can also vary between individuals depending on skin type, hair type, lifestyle, environment, and other factors.

Our products are not intended to diagnose, treat, cure, or prevent any disease unless specifically stated and legally permitted.

15. Policy Changes

Sanvia Wellness reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page with an updated effective date.