RETURNS & EXCHANGE POLICY

Sanan Web App
Operated by Sana Relief Initiative LLP

1. GENERAL PRINCIPLES

Sana Relief Initiative LLP (“Sanan”, “we”, “us”, “our”) is committed to delivering high-quality medical and wellness products in accordance with applicable Indian laws and industry standards.

Due to the sensitive and consumable nature of our products, returns or exchanges are not permitted for products delivered in correct and undamaged condition, unless specifically covered under this policy.

2. ELIGIBLE EXCHANGE CASES

An exchange may be considered only under the following circumstances:

a) Incorrect Product Delivered

Where the product delivered does not match the item mentioned in your order confirmation.

Conditions:

• The outer seal and packaging must be intact and unopened
• The request must be raised within the prescribed timeline

b) Manufacturing or Quality Defect

Where the product has a genuine manufacturing or quality defect verified by our internal quality review.

3. EXCHANGE REQUEST TIMELINE

• All exchange requests must be raised within 48 hours from the date of delivery.
• Requests raised after this period will not be entertained under any circumstances.

4. EXCHANGE PROCESS

• The first approved exchange will be processed free of cost.
• Replacement will be dispatched after verification and reverse pickup (where applicable).
• Reverse pickup is typically initiated within 3–4 working days after approval.

5. REFUND CONDITIONS

Refunds are issued only in limited scenarios, as outlined below:

• If a defective product is approved for exchange but the replacement item is unavailable, then:
  • A refund will be initiated after successful quality inspection of the returned product.
  • Refunds will be processed within 10 working days from receipt of the returned item.
  • Refunds will be credited to the original payment method wherever possible.

Payments made through third-party financing or EMI partners shall be refunded as per the policies of the respective payment provider.

6. NON-CANCELLABLE ORDERS

• Orders once placed cannot be cancelled, except where mandated by law.
• Prescription-based products are strictly non-cancellable once order verification begins.

7. NON-ELIGIBLE CASES (NO REFUND / NO EXCHANGE)

We shall not be liable to provide any refund or exchange in the following cases:

• Product delivered as per order and in good condition
• Incorrect or incomplete shipping address provided by the customer
• Failure to accept delivery
• Three or more failed delivery attempts by courier partner
• Product refused by the recipient
• Improper handling or storage after delivery
• Requests raised beyond the 48-hour window

8. SOLE DISCRETION CLAUSE

Given the nature of medical and wellness products, all exchange and refund decisions shall be made at the sole discretion of Sana Relief Initiative LLP.
Each request is reviewed on a case-by-case basis, and Sanan reserves the right to deny requests that do not meet policy or regulatory requirements.

9. HOW TO RAISE A REQUEST

To request an exchange or report transit damage, please email us within 48 hours of delivery at:

📧 support@sananlife.com

Email must include:

• Order number
• Date of transaction
• Delivery address
• Clear images of the incorrect or defective product

Our support team will acknowledge your request and respond within 72 working hours.

10. DOMESTIC SHIPPING ONLY

Sanan currently services orders within India only.
International shipping, refunds, or customs-related claims are not applicable.

11. POLICY UPDATES

Sana Relief Initiative LLP reserves the right to modify this policy at any time without prior notice. Continued use of the Platform constitutes acceptance of the updated policy.

12. COMPANY DETAILS

Sana Relief Initiative LLP
📍 FLAT NO 702, 7TH FLOOR,
A WING, EVERSHINE COSMIC CHSL,
NEAR GLOBAL CHEMBAR,
NEW LINK ROAD, ANDHERI,
MUMBAI – 400053, MAHARASHTRA, INDIA

📧 support@sananlife.com
🧾 GSTIN: 27AFLFS8965G1Z7