RETURNS & EXCHANGES POLICY
We want you to be happy with everything you order from Sanoura, and we’re sorry if something isn’t right. If an item arrives incorrect, faulty, broken, or damaged, we’re glad to arrange a free replacement, provided the following conditions are met:
- The product is reported within the eligibility window below
- The item is in its original packaging, with all accessories and tags intact
- The issue is with the product itself (incorrect, faulty, broken, or damaged) — not a change of mind
- Proof of the issue is shared with our team
If these conditions aren’t met, we regret that we won’t be able to process a replacement, even if the item has already been shipped back to us.
Sale item(s) are final and not eligible for replacement.
1. VALIDITY FOR EXCHANGES & RETURNS
All replacement requests must be raised within 20 days of delivery.
- If you report the issue within 5 days of delivery, your replacement will be processed free of charge.
- If you report it after 5 days (but within the 20-day window), a replacement is still possible, but additional charges may apply.
We do not offer replacements for “change of mind” — only for items that arrive incorrect, faulty, broken, or damaged.
2. HOW TO REQUEST A REPLACEMENT
2.1 Initiation
Contact our customer support team within the eligible time frame and share a short video of the incorrect, faulty, or damaged product. In many cases the issue can be resolved with guidance from our team; if we confirm the product is genuinely faulty, we’ll proceed with one of the two options below.
2.2 Option A — Ship it back to us
Pack the item in its original box with all accessories and send it to our return address. Once we receive it, we’ll ship your free replacement within 7-10 working days.
2.3 Option B — Scheduled pickup
We’ll arrange a pickup within 20 working days. Please have the item packed in its original box with all accessories ready for our courier, and we’ll provide your replacement at that time.
3. REFUNDS
Sanoura currently operates a replacement-only policy — we do not offer cash or store-credit refunds. If your item is eligible under Section 1, we’ll replace it rather than refund it.
4. OTHER TERMS & CONDITIONS
- A replacement can only be claimed once per item, per order.
- This policy does not cover damage from normal wear and tear, or accidental/misuse damage after delivery.
- Sanoura makes no warranty, express or implied, beyond the replacement eligibility described above.
- This policy is governed by applicable UAE consumer protection regulations.
- All replacement decisions made by Sanoura are final.