Refund policy

Returning an Unopened Product

If your product is still sealed and unopened, you can return it to our warehouse in Poland for a refund of the product price.

• Condition. The product must be unopened, unused, and in its original sealed packaging. Any product with a broken seal, damaged packaging, or signs of use cannot be accepted.
• Timing. Your return request must be submitted within 30 days of the confirmed delivery date. Email help@sanavae.com before sending anything back so we can confirm eligibility and share the correct return address.
• Return shipping is at your cost. You are responsible for arranging and paying the return shipment to our warehouse in Poland. We recommend using a tracked service, because we can only refund products that reach us in the required condition.
• Overseas duties and taxes. If you are returning from outside the European Union, customs duties, import taxes, brokerage fees or any similar charges levied on the return shipment are your responsibility. Any charges billed to us on delivery of your return will be deducted from your refund.
• Refund. Once we receive and inspect your return, we will refund the product purchase price to your original payment method. Original outbound shipping and handling fees are not refundable. Refunds usually appear within 7 to 10 business days, depending on your bank.
• Lost returns. We cannot refund a return that does not reach our warehouse. Please keep your tracking number until the refund has been processed.

The 30% Satisfaction Refund (Keep the Product)

If you have already opened and tried the product and are not satisfied with the effects, you can request a refund of 30% of your order value within 90 days of delivery and keep the product. Nothing needs to be sent back.

Why We Cannot Accept Opened Products Back

Sanavae products are ingestible supplements. Once packaging has been opened, we can no longer verify how the product has been stored or handled, and we cannot restock or redistribute an opened consumable. For that reason opened products are not eligible for a return refund, only for the 30% satisfaction refund above.

• Customer safety. Once the seal is broken, storage conditions and handling can no longer be verified, which creates potential safety risks.
• Product integrity. The authenticity and integrity of an opened consumable cannot be guaranteed once it has left our controlled supply chain.
• Consumer protection. A no-restock policy on opened products protects every customer by ensuring that only sealed, verifiable products are distributed.
• Industry best practice. Supplement and wellness companies widely apply the same standard for safety, quality and regulatory reasons.

How to Request a Refund

1. Contact us first. Email help@sanavae.com from the address you ordered with, tell us which product and order, and whether it is unopened or already tried.
2. Unopened return. We will confirm eligibility and send you the return address for our warehouse in Poland. Ship the product back at your own cost. Once it arrives and is inspected, we refund the product price.
3. 30% satisfaction refund. Tell us how you got on with the product and we will process the 30% refund. You keep the product.
4. Processing. Approved refunds go back to your original payment method and usually appear within 7 to 10 business days, depending on your bank.

What Is Not Eligible

• Opened products from second or subsequent orders, subscription renewals or any recurring charges. The 30% satisfaction refund covers your first Sanavae order only.
• Any product returned in opened, unsealed, damaged or used condition (not eligible for a return refund).
• Requests submitted after the 30-day window has ended.
• Original outbound shipping and handling fees.
• Return shipping costs and any customs duties, import taxes or brokerage fees on returns.

Damaged, Incorrect or Missing Orders

This policy is about satisfaction and voluntary returns. If your order arrived damaged, arrived incorrect, or never arrived at all, that is a different matter entirely and is not limited to 30% or to your first order. Contact us and we will put it right at no cost to you.

Subscriptions

If your purchase includes a subscription, the 30% Satisfaction Refund applies only to the first delivery. Later renewals are outside the scope of the 30% refund, whether they occur within 90 days of the initial order or later. Any unopened product from any delivery can still be returned to our warehouse in Poland at your cost, within 30 days of that delivery, for a refund of the product price.

You are responsible for managing or cancelling your subscription before your next billing date. You can manage, pause or cancel your subscription at any time through your subscription portal on sanavae.com, or by emailing help@sanavae.com. If you email us before a renewal is due, we will stop it for you.

Your Agreement

By completing a purchase on sanavae.com you acknowledge that you have read, understood and agreed to this Refund Policy in full, including all eligibility requirements and limitations. Nothing in this policy affects your statutory rights.