At Safanova, we want you to be completely satisfied with your purchase. If you're not happy with your body oil products, we're here to help with our comprehensive return and refund policy.

1. Return Eligibility

Eligible Returns

• Timeframe: 30 days from delivery date
• Condition: Products must be unopened and unused
• Packaging: Original packaging and labels intact
• Receipt: Proof of purchase required

Non-Returnable Items

• Opened or used products (for hygiene reasons)
• Custom blended or personalized oils
• Gift cards and digital products
• Products damaged by misuse
• Items purchased with promotional codes (unless defective)

2. Return Process

Step 1: Contact Us

• Email us at returns@[yourdomain].com
• Include your order number and reason for return
• Attach photos if the product is damaged or defective
• We'll respond within 24 hours

Step 2: Return Authorization

• We'll provide a Return Merchandise Authorization (RMA) number
• Include this RMA number on your return package
• Returns without RMA numbers may be delayed

Step 3: Package and Ship

• Pack items securely in original packaging
• Include RMA number and copy of receipt
• Use trackable shipping method
• Customer responsible for return shipping costs (unless defective)

3. Refund Policy

Processing Time

• Inspection: 2-3 business days after we receive your return
• Refund Processing: 5-10 business days
• Bank Processing: Additional 3-5 business days

Refund Methods

• Original payment method (credit card, bank transfer)
• Store credit (if original payment method unavailable)
• Cash refunds not available

Refund Amounts

• Product Cost: Full refund for eligible returns
• Shipping: Original shipping costs non-refundable
• Return Shipping: Customer responsibility (unless our error)
• Partial Refunds: May apply for damaged packaging

4. Exchanges

Product Exchanges

• Same product in different size or scent
• Equal or lesser value products
• Price difference refunded if exchanging for lower value
• Additional payment required for higher value items

Exchange Process

• Follow same return process above
• Specify desired exchange item in your request
• New item shipped once return is processed
• No additional shipping charges for exchanges (UAE only)

5. Defective or Damaged Products

Our Responsibility

• Full refund including original shipping costs
• Free return shipping label provided
• Expedited replacement if desired
• Additional compensation for significant inconvenience

Reporting Damage

• Timeframe: Report within 48 hours of delivery
• Documentation: Photos of damaged product and packaging
• Description: Detailed explanation of the issue
• Contact: Email quality@[yourdomain].com

6. International Returns

Return Shipping

• Customer responsible for international return shipping
• Use trackable, insured shipping method
• Declare accurate value for customs
• We're not responsible for lost return packages

Customs and Duties

• Original customs duties non-refundable
• Customer responsible for any return customs fees
• Refund amount may be adjusted for currency fluctuations

7. Store Credit Policy

When Store Credit is Issued

• Returns after 30 days (at our discretion)
• Promotional or sale item returns
• When original payment method is unavailable
• Customer preference for future purchases

Store Credit Terms

• Validity: 12 months from issue date
• Usage: Can be used for any products
• Transferability: Non-transferable
• Expiration: No extensions beyond 12 months

8. Bulk Order Returns

Special Conditions

• Orders over AED 1,000 require pre-approval
• Restocking fee may apply (10-15%)
• Extended processing time (7-14 days)
• Case-by-case evaluation

9. Quality Guarantee

Our Promise

• All products tested for quality and purity
• Fresh products with minimum 18-month shelf life
• Proper storage and handling throughout supply chain
• Satisfaction guarantee on all purchases

Quality Issues

• Unusual smell, color, or texture changes
• Separation or crystallization (if not normal)
• Contamination or foreign particles
• Packaging defects affecting product integrity

10. Cancellation Policy

Order Cancellation

• Before Processing: Full refund within 24 hours
• During Processing: May incur processing fee
• After Shipping: Follow return policy
• Custom Orders: Non-cancellable once production begins

11. Refund Exceptions

No Refund Situations

• Change of mind after 30 days
• Products used or opened
• Damage due to misuse or negligence
• Lost packages without tracking
• Allergic reactions (patch test recommended)