Shipping, Exchanges & Store Policy

Thoughtfully made in limited quantities. Please review product details, measurements and sizing carefully before placing your order. If you are unsure about fit, fabric, colour or delivery timing, please contact us before purchasing—we are happy to help.

By completing a purchase with SANA, you acknowledge and agree to the terms below.

1. Orders & Cancellations

If you wish to cancel your order, please contact us within 12 hours of placing it. After this window, orders may already be in processing and cannot be cancelled or modified.

Orders placed during a sale, with a promotional discount, using store credit, or for altered/customised pieces are not eligible for cancellation.

SANA reserves the right to cancel an order if an item is unavailable or does not meet our quality standards before dispatch. In such cases, any amount paid will be refunded to the original payment method.

2. Shipping Within India

We ship across India. As many SANA pieces are made in limited quantities, dispatch timelines may vary by product. The expected dispatch timeline shown on the product page or communicated at the time of order will apply.

Ready-to-ship pieces are generally dispatched on the next working day, provided every item in the order is from the ready-to-ship category.

Once dispatched, standard delivery timelines are approximately:

• Metro PIN codes: 3–5 business days
• Other PIN codes: 5–7 business days

Delivery timelines may vary due to courier availability, public holidays, weather, regional restrictions or other circumstances beyond our control.

If you request alterations or custom sizing after placing the order, please allow additional processing time before dispatch.

For orders delivered within India, applicable taxes are included in the product price displayed on the website.

3. Time-Bound or Occasion Orders

If you need an order by a specific date, please contact us before placing the order so we can confirm whether the timeline is possible.

Where feasible, expedited shipping may be arranged at an additional charge. Express delivery requests are subject to product availability and courier serviceability.

4. Cash on Delivery

Where Cash on Delivery is available, refusal or repeated non-acceptance of a confirmed COD shipment may result in cancellation of the order. Any advance or partial payment collected toward the order may be non-refundable once the order has been dispatched.

5. International Shipping

We ship internationally to selected destinations. International dispatch and delivery timelines vary depending on the product and destination and will be communicated at checkout or at the time of order.

International orders are not eligible for returns or exchanges.

Unless explicitly stated otherwise, international shipments are sent on a Delivery Duty Unpaid (DDU) basis. Product and shipping prices do not include customs duties, import taxes, VAT or local charges imposed by the destination country. These charges are the responsibility of the recipient.

Certain destinations may require government-issued identification or additional documentation for customs clearance. The customer is responsible for providing such documents where required.

If an international shipment is refused, rejected, left unclaimed or not accepted—including due to non-payment of customs duties or taxes—the order will not be eligible for cancellation or refund once dispatched. Any return-to-origin, customs, storage, handling or disposal charges may remain the responsibility of the customer.

6. Returns

SANA does not accept returns or offer refunds for change of mind.

A return or replacement will only be considered if you receive an incorrect item, a damaged product, or an item with a verified manufacturing defect.

If there is an issue with your order, please contact us within 72 hours of delivery with your order number, clear photographs and an unboxing video showing the sealed package being opened.

Claims raised after 72 hours, or without sufficient proof of the condition of the package and product at delivery, may not be accepted.

7. Exchanges – Domestic Orders

For sizing concerns, SANA can offer a one-time size exchange, subject to availability. Please contact us within 72 hours of receiving your order to request an exchange.

If the required size is unavailable, we may offer either:

• an exchange for another currently available style of the same or higher value, with any price difference payable; or
• SANA store credit valid for 6 months.

All exchanged items must be unworn, unused, unwashed and unaltered, with original tags and packaging intact.

Once an exchange is approved, the item must be shipped back within 7 working days. Items received after the approved return window may be sent back to the customer.

Return shipping for a size or style exchange is the customer’s responsibility unless the item received was incorrect or defective. We recommend using a trackable courier service.

Products received through an exchange are not eligible for a further exchange or return. All exchanges are final.

8. Sale, Discounted & Customized Items

Sale items, discounted products, customized pieces and garments altered to customer measurements are final sale and are not eligible for return, exchange or cancellation.

Sale prices and promotional offers are valid only during the stated promotional period and cannot be applied retrospectively to purchases made before or after the event.

Discounts cannot be combined with store credit or other offers unless explicitly stated.

Where products are offered at special prices due to minor imperfections, surplus stock or sampling, those details will be disclosed on the product page. By purchasing such an item, the customer accepts the stated variations and the sale is final.

9. Damaged, Defective or Missing Items

Every SANA order is checked before dispatch. If you receive a damaged, defective or incorrect item, or if an item is missing from your order, please notify us within 72 hours of delivery.

Please provide:

• your order number and date of delivery;
• a brief description of the issue;
• an unboxing video showing the sealed package, the complete opening process and all items received;
• clear photographs of the product, the affected area and any external damage to the packaging.

Please retain the item and all packaging until the review is complete. We may request additional evidence or ask for the product to be returned for inspection.

Once verified, SANA will provide an appropriate replacement, exchange or resolution.

10. Store Credit

Where store credit is issued, it is valid for 6 months from the date of issue and must be used within that validity period.

Store credit can be used only on eligible full-priced purchases unless otherwise stated, cannot be combined with another promotional offer, and must be redeemed in a single transaction.

Any unused balance after redemption will not be carried forward. Products purchased using store credit are considered final sale and are not eligible for further return or exchange.

11. Natural Fabric & Colour Variations

SANA works primarily with natural textiles such as linen. Slight variations in weave, slubs, texture, colour, creasing and finish are inherent characteristics of natural fabrics and are not considered defects.

With wear and washing, natural fabrics may soften, crease, shrink slightly, fade or develop surface variations. These changes are part of the character of the material and may differ from piece to piece.

12. Product Care & Responsibility

Please follow the care instructions provided with your garment. SANA cannot be responsible for damage caused by incorrect washing, ironing, storage, alteration or handling after delivery.

SANA reserves the right to decline an exchange or claim if the item has been worn, washed, altered, damaged by the customer, or does not meet the conditions stated in this policy.

13. Contact & Feedback

For order assistance, exchange requests, damaged-item claims or feedback, please contact SANA through the customer-care details listed on our website.

If you have questions about sizing, fit, fabric, colour or delivery timing, we recommend contacting us before placing your order so we can help you make the right choice.