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Returns and Exchange Policy

Returns and Exchange Policy

At Sjaana.com, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a simple and transparent return and exchange process.

1. General Return and Exchange Guidelines

  • You may return or exchange items within 15 days from the date of delivery.
  • Items must be in new, unused, and unworn condition with all original packaging, tags, and labels intact.
  • We reserve the right to refuse returns or exchanges that do not meet these requirements.

2. Non-returnable Items Some items are not eligible for return or exchange due to hygiene reasons or other conditions. These include, but are not limited to:

  • Perfumes: Opened or used perfumes cannot be returned for hygiene and safety reasons.
  • Underwear and intimate apparel: Due to the nature of these products, we cannot accept returns or exchanges once the packaging has been opened.
  • Floral items: Fresh flowers, plants, and other perishable goods cannot be returned.
  • Personalized or custom items: Items that have been personalized or customized cannot be returned or exchanged.

3. How to Request a Return or Exchange To initiate a return or exchange, please follow these steps:

  1. Contact us at support@sjaana.com or call 0300 5551108 to inform us of your intention to return or exchange the item.
  2. Provide your order number and the reason for return or exchange.
  3. If approved, we will send you instructions on how to return the item, including the return address and any required documentation.
  4. You may be required to use a trackable shipping service for returns. We recommend keeping the receipt and tracking number for your records.

4. Return Shipping Costs

  • Return shipping fees are the responsibility of the customer, unless the return is due to an error on our part (e.g., defective or wrong item sent).
  • If the returned item qualifies for a refund, the shipping cost will not be reimbursed unless the return is due to our error.

5. Refunds

  • Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund.
  • If your return is approved, we will process your refund to the original payment method within 15 days.
  • Please note that the time it takes for the refund to appear in your account depends on your payment provider or bank.

6. Exchanges

  • If you wish to exchange an item for a different size, color, or product, please follow the same steps for returns.
  • After we receive the returned item, we will issue a new item to you based on availability.
  • If the item you wish to exchange is out of stock, we will contact you to offer an alternative or a refund.

7. Damaged or Defective Items If you receive a damaged, defective, or incorrect item:

  1. Contact us immediately upon receiving the item. Please email us at support@sjaana.com with a photo of the damaged or defective item.
  2. We will provide you with instructions on how to return the item and offer a full refund, exchange, or replacement.
  3. We will cover the return shipping cost for damaged or defective items.

8. Order Cancellations You can cancel your order only before it is shipped. If you wish to cancel an order, please contact us immediately at 0300 5551108. If the order has already been shipped, the regular return policy will apply.

9. Items Purchased with Discounts or Promotions If you return an item that was purchased with a discount or promotion, the refund amount will reflect the discounted price. If the promotion was a “Buy One Get One Free” offer, the refund will be adjusted based on the returned item.

10. International Returns For international orders:

  • Customers are responsible for all return shipping costs, customs duties, and taxes associated with returning items from outside the country.
  • We recommend using a trackable shipping service and purchasing insurance for high-value items.

11. Final Sale Items Certain items, such as sale items, clearance items, or special promotions, may be marked as Final Sale and are not eligible for return or exchange. These items will be clearly marked on the product page.

12. Customer Support If you have any questions regarding our Returns and Exchange Policy or if you need assistance with a return or exchange, please reach out to our customer support team:

Email: support@sjaana.com
Phone: 0300 5551108