Return Policy
Last updated: [publication date]
If you have a return request or a problem with your order, email info@sanapackaging.com with your order number and the details below. Please obtain Sana’s approval and return instructions before sending products back. The Sana team reviews requests and authorizes replacements, credits or refunds.
Ordinary unused packaging
Request a return within 30 calendar days of delivery. Products must be unopened, undamaged, suitable for resale and in their original packaging. Qualifying returns have no automatic restocking fee. For a change-of-mind return, the customer pays return shipping and the original shipping charge is nonrefundable. Once Sana receives and verifies the approved returned products, Sana refunds the qualifying product purchase price.
Custom products
Customized products are final sale for change-of-mind returns. Please review and approve artwork and specifications carefully before production. A mistake in customer-approved artwork is reviewed separately and is not automatically a Sana or manufacturing error. If a Sana or manufacturing error is confirmed, our team reviews the appropriate correction, replacement or refund and covers necessary shipping for the remedy.
Unused equipment
Request approval to return unused equipment within 30 calendar days of delivery. Equipment must be unused, uninstalled and undamaged, with all accessories and manuals. Use the original protective packaging or an equivalent Sana approves before return. The ordinary change-of-mind freight rules apply: the customer pays return shipping and original shipping is nonrefundable. Qualifying returns have no automatic restocking fee. Used equipment is handled through technical support or applicable warranty review.
Visible damage or shortages at delivery
Inspect shipments when they arrive. Report visible damage and quantity discrepancies to the carrier and Sana at delivery. For freight deliveries, note the damage or shortage on the delivery receipt or bill of lading before signing when possible. Take clear photos of the shipment as received, including affected products and packaging.
Concealed damage or quantity discrepancies
If damage or a quantity discrepancy is discovered after unpacking, notify Sana as soon as possible after discovery. Keep the cartons, labels, packaging and affected products until Sana or the carrier gives instructions. Carrier notification and claim deadlines vary, so prompt reporting is necessary to preserve available claim rights. Sana will investigate whether a discrepancy resulted from fulfillment or transit loss and coordinate the appropriate next step.
Parcel shipments without a bill of lading
A signed bill of lading is not required to report a parcel-delivery problem. Send your order number, tracking number, affected quantities, and photos of the shipping label, carton, packaging and contents. Save the original packaging and affected products for inspection.
Incorrect products
Report an incorrect product within 30 calendar days of delivery and promptly once you discover the error. Include your order number, the product and quantity ordered, what you received, and relevant photos. For a confirmed Sana or supplier error, Sana arranges the appropriate remedy and covers necessary shipping.
Carrier claims and warranty coverage
Sana handles carrier claims for shipments booked by Sana. Customers handle carrier claims for shipments they book, and Sana assists with available documents. Handling a claim does not change the shipping-risk rule in our Terms of Service. Damage occurring before carrier handoff, inadequate packing, incorrect goods and other confirmed Sana or supplier fulfillment errors remain subject to Sana’s review and remedy.
The return-request and incorrect-product windows above are separate from any applicable product or equipment warranty and rights that cannot be limited by law. Contact Sana promptly if you believe a product has a defect. An existing written agreement approved by Sana controls where its terms differ from this policy.