Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us via the contact page or the email address included in your invoice. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at logistics@sanntrading.com.

We want ordering to be simple and dependable. If something isn’t right, we’ll help quickly.

1) Eligibility & timeframes

  • Return window: requests must be lodged within 30 days of delivery.

  • Goods must be unused, unopened and in resalable condition, in the original carton/packaging, with all labels intact.

  • Keep your order number / proof of purchase.

For damaged, defective or missing items, please notify us within 48 hours of delivery with photos so we can investigate with our carrier.

2) What can’t be returned

  • Opened or part-used cartons, custom or special-order items, clearance/sale items, gift cards.

  • Products not in their original packaging, or returned more than 30 days after delivery.

  • Items classified as hazardous where returns are restricted by carrier rules.

3) Change-of-mind

We’re a wholesale supplier; change-of-mind returns are not generally accepted. If approved at our discretion, a restocking fee (up to 15%) may apply and return freight is the customer’s responsibility.

4) Damaged, faulty or incorrect items

If your order arrives damaged, faulty or incorrect, we will replace, credit or refund. Please email photos of:

  • the product issue,

  • the shipping label, and

  • the outer carton damage (if applicable)
    within 48 hours of delivery.

5) Return shipping

  • If we made an error or the goods are faulty/damaged, we cover return shipping or provide a prepaid label.

  • For all other approved returns, customers cover return shipping and remain responsible until goods are received and inspected.

6) Refunds & credits

After inspection, we’ll confirm approval.

  • Approved refunds are processed to the original payment method or as store credit within 5–10 business days.

  • Bank/merchant processing times may vary. If it’s been more than 15 business days since approval, please contact us.

7) Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a refund or replacement for major failures and to have goods repaired or replaced if they fail to be of acceptable quality.