Refund policy
Last updated: October 6, 2026
This policy applies to Sanamood orders delivered to the United States, United Kingdom and Canada. We accept returns for both defective and non-defective products, including eligible change-of-mind, size and color returns.
Returns at a glance
- Countries covered: United States, United Kingdom and Canada.
- Return window: 30 calendar days after delivery.
- Accepted condition: new and unused products. Items that arrive defective, damaged or incorrect are covered as explained below.
- Return method: by mail. In-store returns and designated drop-off-location returns are not offered.
- Return label: the customer's responsibility for a non-defective return.
- Return postage: the customer pays for a non-defective return. Sanamood covers authorized reasonable return postage for defective, damaged or incorrectly supplied items.
- Restocking fee: none.
- Refund timing: up to 14 calendar days after refund approval to receive the refund, including payment-provider processing.
- Refund method and currency: original payment method, in the currency of the original payment (USD, GBP or CAD).
- Exchanges: not accepted. You may return an eligible item and place a separate order.
30-day return window
You have 30 calendar days after delivery to arrange an eligible return. The window starts when your order is delivered, not when you place the order. Contact support@sanamood.com within this period before mailing your return so we can provide the correct return instructions.
The same 30-day window applies throughout the year. There is no separate holiday extension.
Product condition
For a non-defective return, clothing must be new, unused, unworn, unwashed and unaltered, with original tags attached and original packaging included. Trying on an item to check the fit is fine, provided it remains in new condition. Please keep it free from stains, odors, pet hair and damage.
Worn, washed, altered or customer-damaged items do not qualify for a change-of-mind return. An item that arrived defective, damaged or incorrect is handled under the section below. A fault present on arrival does not make it ineligible.
How to return an item by mail
- Email support@sanamood.com with your order number, the items you want to return and the reason. Keep your proof of purchase. For a faulty, damaged or incorrect item, include photos where possible.
- Our support team will provide return instructions and the correct mailing destination. Contact us before sending a parcel.
- For a non-defective return, arrange and pay for your return shipping label with your chosen carrier. Use a tracked mail service and keep your postage receipt and tracking number.
- Pack the item securely, include your order details and mail it to the address supplied by support. Keep your tracking information until the refund is complete.
Returns are accepted by mail only. Our customer support team provides the correct return address with your return instructions. The address printed on your original delivery parcel may not be the return address, and Warehouse Surui is not our return destination. Always use the address provided by support.
Return labels, postage and fees
Change of mind, size or color: you are responsible for obtaining the return shipping label and paying the carrier's return postage. We do not provide a prepaid label for these returns. The cost depends on the carrier and return destination. Support can provide the destination before you arrange postage.
Defective, damaged or incorrect items: Sanamood covers the reasonable return postage we authorize. Contact us before buying a label so we can arrange the appropriate return and explain how the postage will be covered.
No restocking fee applies. We do not deduct a restocking charge from an eligible refund. Outbound shipping is free, so there is no original outbound shipping charge to refund.
Defective, damaged or incorrect items
Check your order when it arrives and contact us promptly if there is a problem. We accept returns for items that arrive defective, damaged or different from your order. Include your order number and photos of the issue where possible. We will review the problem and help arrange an appropriate refund or replacement at no extra cost to you. A replacement for an incorrectly supplied or faulty item is a remedy for that problem, not a size or color exchange service.
These terms do not limit any rights you have under applicable law.
Refund amount, method and timing
When your returned items arrive, we inspect them and email you the outcome. Approved refunds are issued to the original payment method in the currency of your original payment. You receive the amount actually paid for the returned items, including any discount allocated to them and any applicable refundable tax. Eligible returns receive a monetary refund. You are not required to accept store credit.
Allow up to 14 calendar days after approval to receive your refund. This includes our refund processing and the time your bank or payment provider takes to post the credit. If you have not received it by the end of that period, contact us with your order number so we can investigate.
No exchanges
We do not accept direct exchanges. If you would like a different size, color or product, request a return for the original item under this policy and place a separate order for the item you prefer, subject to availability.
Cancellations and delivery problems
Email us as soon as possible if you need to cancel an order. We will check whether preparation or dispatch can still be stopped. If we confirm cancellation before dispatch, the payment is refunded without a cancellation fee. If the order has already shipped, the return process above applies.
For an overdue or missing parcel, contact us so we can investigate with the fulfillment partner and carrier. See our Shipping Policy for delivery estimates and tracking information.
Contact Sanamood
Email: support@sanamood.com
Phone: +1 (916) 666-9400
Customer support: Monday through Friday, 9:00 a.m. to 5:00 p.m. Pacific Time (PT). We respond within 1 business day.