Refund policy

REFUNDS & RETURNS

At SANA, each piece is carefully prepared and quality-checked before dispatch. As many of our items are design-focused and made with intention, the following policy applies.

 

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the issue does not amount to a major failure.

 

Change of Mind

We do not offer refunds or exchanges for change of mind. This includes incorrect selections, preference changes, or variations in colour appearance due to screen displays. Please choose carefully before purchasing.

 

Custom & Made-to-Order Pieces

Custom or made-to-order items are not eligible for return or exchange unless they arrive faulty or damaged.

 

Damaged or Faulty Items

If your order arrives damaged, defective, or not as described, please contact us within 48 hours of delivery at contact@sanasilkflorals.com.au with your order number, photographs of the item and packaging, and a brief description of the issue.

Once assessed, we will offer a repair, replacement, store credit, or refund in accordance with Australian Consumer Law.

 

Cancellations

Orders may be cancelled within 12 hours of purchase. After this time, cancellations may not be possible. Custom orders cannot be cancelled once production has commenced.

 

Delivery

Responsibility transfers to the recipient once delivery has been completed in accordance with the details provided at checkout. We are unable to issue refunds for delivery issues caused by incorrect or incomplete address information