Before returning any product, customers must contact Sanoova Customer Support and provide a detailed description of the issue they are experiencing.
Our support team will review the request and may offer troubleshooting assistance, replacement options, spare parts, or other appropriate solutions before authorizing a return.
Returns sent without prior authorization from Sanoova may be refused and returned to the sender.
If a return is approved, Sanoova will provide return instructions and a Return Merchandise Authorization (RMA) number. The RMA number must be included with the returned package.
Customers are entitled to inspect and test the product to determine its nature, characteristics, and functionality.
However, products showing excessive use, damage, missing parts, alterations, or signs of use beyond what is reasonably necessary for inspection may be subject to a reduction in the refund amount to reflect the diminished value of the goods.
Refunds will be processed after the returned product has been received and inspected by our returns department.
Sanoova reserves the right to withhold reimbursement until the returned goods have been received or until proof of return has been provided.
If a customer believes a product is defective, Sanoova may request photographs, videos, or additional information to assess the issue before approving a refund or replacement.
Where appropriate, Sanoova may offer a replacement product before issuing a refund.
For customers residing in the United Kingdom, statutory consumer rights remain unaffected.
Where applicable, customers may exercise their cancellation rights within the period provided under applicable UK consumer protection legislation. Customers must notify Sanoova of their intention to cancel before returning any goods and await return instructions.
For customers residing in Germany and other applicable EU member states, the statutory 14-day right of withdrawal applies where required by law.
Customers must notify Sanoova of their intention to withdraw from the contract before returning any goods and await return authorization and instructions.
Customers must use the return instructions provided by Sanoova. Unauthorized returns, returns sent to incorrect addresses, or returns made without prior approval may not qualify for reimbursement.
Where Sanoova provides a prepaid return label, the return must be sent using that label and according to the provided instructions.