Every individual order is checked over meticulously and stringently before it is dispatched. This has proven very effective in keeping faulty returns to a strict minimum.
You have the right to cancel your purchase within 7 days of placing your order by emailing our customer services department. In this instance the item MUST be returned UNOPENED. Any cancellations received after 7 days WILL NOT BE PROCESSED.
Returns for any other reason, for example, a manufacturer’s fault, must be returned in the original box and packaging, with all tags completely intact and with any extras if supplied ( for example, free gift).
You are required to notify us by email within 24 hours of receiving your delivery if you believe there is a manufacturer’s fault with your purchase.
Saana’s accepts NO responsibility for any damage occurring from the incorrect wearing or use of a piece of their Jewellery. Many of our items are hand made and therefore fragile in their usage. From time to time stone – work may become displaced and this is not regarded as a fault but is due to the nature of the work and is in most cases repairable. Please notify us by email if you experience this. If you return an item to us outside the terms of our returns policy and your statutory rights do not apply we may not refund you.
The item may be returned back to you at your expense. You will be notified of this and other associated charges. If you send the item back to us again or refuse to accept delivery this will be deemed to be an irreversible instruction for us to dispose of your goods without further notice.
You will be issued with an Authorisation Number which you MUST include with your returned item/s. You will also be given details such as the return address.
Any ’FREE’ gifts with the purchase must also be returned.
Any issues raised after 24 hours will be dismissed.
We are not liable for the return cost of the item and we would strongly advise you to return your item to us using Royal Mail Signed For Delivery or Royal Mail Special Delivery Service ( for items above the value of £50). This way the delivery is insured as we will not be held responsible for any items going missing in transit.
You should also keep a record of the tracking number.
The items remain your responsibility until they reach us. You have a legal obligation to take care of the goods while they are in your possession. If you fail to comply with this obligation we may have a right of action against you for compensation. This applies to ALL goods that are returned.
We can only start the returns process once the item has been received by us. When we receive your item, our Returns Department will confirm that everything is present and in its original condition to ensure eligibility for refund.
We aim to process refunds as quickly as possible and you will receive an email to notify you when the refund has been processed.
Please allow a maximum of 28 days for the refund to be processed and the money to reach your account. Refunds can only be applied to the original card used to place the order.
Your card will be refunded with a 15% deduction of the purchase price to cover our restocking fees.
ITEMS NOT ELIGIBLE FOR REFUND/EXCHANGE
Due to reasons of hygiene, we are unable to offer any refunds or exchanges on any pierced earrings or pierced jewellery sets unless they are found to have a manufacturing fault. Personalised or Custom Made To Order Goods are also Non – Refundable and NOT eligible for exchange.
Clearance or SALE items cannot be refunded or exchanged. Any item that is sold for less than the original price is regarded as a SALE item and falls into this criteria – not specifically items strictly from the sale category. Please note that this does not affect your statutory rights.
PLEASE NOTE : DELIVERY & RETURNS INFORMATION ARE SUBJECT TO CHANGE WITHOUT NOTICE TO YOU.
TO AVOID ANY INCONVENIENCE PLEASE CHECK REGULARLY AND READ FOR UPDATES BEFORE ORDERING.