Return and Refunds

REFUND & EXCHANGE POLICY

Every Sanctuary piece is made with care, packed securely, and checked before it leaves us. If something goes wrong, we’ll make it right.

If you’ve simply changed your mind, we’ll help you with an exchange or store credit, subject to the conditions below.

If Your Order Arrives Damaged or Defective

If your Sanctuary piece arrives damaged, defective, or different from what you ordered:

  • Contact us within 72 hours of delivery with your order ID and clear photos/videos of the issue.

  • An unboxing video is mandatory for damage-related replacement or refund claims. This helps us verify transit damage and process your claim quickly.

  • Please keep the product, packaging, and all accessories exactly as received until your claim is resolved.

Once we verify the issue, we’ll arrange a replacement or full refund, depending on your preference and product availability.

For verified damage, defects, or incorrect items, return shipping is on us.

If You Change Your Mind

Changed your mind? No problem.

You can request an exchange or store credit within 7 days of delivery, provided:

  • The product is unused and in its original condition.

  • All original packaging, tags, cards, and accessories are intact.

  • The product has not been altered, assembled, damaged, or modified.

  • The product is securely packed for return.

For change-of-mind returns, the customer is responsible for arranging and paying for the return shipment to Sanctuary. We recommend using a reliable courier service and retaining the tracking details until the return is received.

Once the product reaches us and passes inspection, we’ll issue store credit valid for 12 months or arrange an exchange, depending on your preference and availability.

Change-of-mind returns are not eligible for a refund to the original payment method.

Not Eligible for Return or Exchange

We cannot accept returns or exchanges for:

  • Customised or made-to-order products once production has started.

  • Products that have been used, altered, assembled, or damaged after delivery.

  • Products returned without their original packaging or accessories.

  • Change-of-mind requests made after 7 days of delivery.

  • Damage or defect claims reported after 72 hours of delivery.

  • Products damaged due to misuse, improper handling, installation, or care.

Refunds

For approved refunds, the amount will be refunded to the original payment method within 7–10 business days after the refund is approved.

Your bank or payment provider may take additional time to reflect the amount in your account.

If you haven’t received your refund after 15 business days, contact us with your order ID and we’ll look into it.

Contact Us

For any return, exchange, damage, or refund request, please reach out to us on WhatsApp at 7817835558.

Please keep your order ID ready when contacting us so we can assist you quickly.