Refund policy
Last updated: 22 October 2026
In short:
- For a change of mind or a different size, we offer an exchange or store credit.
- Refunds are given only for items that are faulty, damaged or incorrect.
- Register your return through our returns portal within 14 days of receiving your order.
- Return postage is free within Australia for both exchanges and store credit.
1. How to start a return
All returns and exchanges must be registered through our returns portal. It is the one place we manage returns, so nothing is missed. You'll need your order number and the email address you ordered with.
We can't accept items sent back without a registered return.
2. Timeframes
- Register your return within 14 days of receiving your order. Returns registered after 14 days can't be accepted.
- Your return must reach us within 28 days of receiving your order.
- We don't offer an extended holiday returns period.
3. Your options
Exchange
You can exchange for another size or another piece.
- If your new piece costs more, you pay the difference.
- If it costs less, we add the difference to your account as store credit.
- If your size is sold out, you'll receive store credit instead.
- We send your new piece once your original has been returned to us and assessed by our team.
Store credit
Store credit is added to your SANA account for the value of your return. It sits in your account and can be used at checkout when you're signed in.
Refunds
Refunds are given only for items that are faulty, damaged, or not what you ordered. We don't offer refunds for a change of mind or for sizing.
4. Return postage
Australia
Return postage is free for both exchanges and store credit. Once your return is registered, our team sends you a prepaid return label with instructions.
International
You're welcome to exchange or take store credit. Return postage is arranged and paid by you. We recommend a tracked service, and please keep your proof of postage until your return is complete.
5. Condition of returns
Items must be returned in their original condition:
- unworn and unwashed
- with all original tags and ribbons attached
- free of makeup, fake tan, deodorant, perfume and pet hair.
Please avoid wearing perfume or makeup when trying on your order. Items that show signs of wear or use, or are otherwise in an unsaleable condition, can't be accepted. We reserve the right to reduce the value of an exchange or store credit to reflect any reduction in the value of an item.
6. Items we can't accept for return
- Hijabs that have been tried on, for hygiene reasons
- Sale items, for a change of mind
- Gift cards
This doesn't affect your rights if an item is faulty.
7. Faulty, damaged or incorrect items
Please inspect your order as soon as it arrives. If an item is faulty or damaged, or you've received the wrong item, register it through our returns portal straight away and tell us what happened. Our team may ask you for a photo. We'll put it right with a replacement, an exchange, store credit or a refund.
How refunds are paid
- Approved refunds go back to your original payment method within 10 business days.
- If you paid with a gift card and another payment method, the refund goes to the gift card first, then to the other payment method.
- Card refunds can take 5–10 working days to appear on your statement, excluding weekends and public holidays.
- Buy Now Pay Later and PayPal refunds usually appear within 24–48 hours.
If more than 15 business days have passed since we approved your refund, please contact us at info@sanathelabel.com.
8. Assessing your return
Our team assesses every return when it arrives, and we'll let you know once your return has been received and assessed, and what happens next.
9. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
10. Questions
For any questions about a return, email us at info@sanathelabel.com or chat with us in the SANA app. To start a return, please use our returns portal.