Return policy

Return information

Of course you have the option to return your order in accordance with the terms set out in our general terms and conditions. You can cancel the agreement within 14 days of receipt of the products without giving a reason. The products must be unused and unopened.

PLEASE NOTE! Return costs are at your own expense and sending without Track & Trace is always at the consumer's risk. We will only pay for the shipping costs if it is an error on our part. The purchase amount will be refunded as soon as possible (within 30 days).

Returns from the Netherlands

Send an e-mail to sandra@sandrasunna.com with your order number and what you would like to return. We request that you return the products to us in the original packaging and in the original shipping packaging or a similar box. Send this with the return form to:

Sandra Sunna
Aziëweg 53
2035 RR Haarlem

Returns outside the Netherlands

For a return outside the Netherlands, we ask you to contact our customer service via sandra@sandrasunna.com. Please include your contact details and order number in your email. We would also like to receive your IBAN (International Bank Account Number) and name in order to arrange any refund of your return.

You will then receive a return order by email that you can confirm on your return.

What are the costs for returns?

As a customer, you are responsible for the costs of the return shipment. The costs of this depend on the shipping method you choose.

You can get the shipping costs back in two cases:

An item from the shipment is damaged, delivered incorrectly or otherwise not delivered correctly. In this case, the shipping costs will be reimbursed according to the payment method of purchase.

You are cancelling your order based on a valid reason. We consider the following reasons to be valid:

You received the wrong item.
The item is broken or damaged.

When and how will my returned order/product be refunded?

As soon as we have received the return package, your return will be processed as soon as possible. After processing your return, you will receive the purchase amount back into your account within a few days. The refund will be made via the payment method you selected when paying for your order.

If you paid for the order by credit card, the refund may take a little longer. Please allow 10 working days.

What are the return conditions?

You can return your purchase according to the terms set out in the general terms and conditions. You can cancel the agreement and return products without giving a reason within a period of 14 days after receiving your order. You must then return the purchased products in the undamaged, unwritten, original factory packaging and in unused condition (for hygiene reasons). The costs of the products you have purchased will be refunded within 14 days after returning the items. Costs of returns are at your own expense.

Please note that due to hygiene regulations, we can only accept unused and unopened products! In the event of a defect or incorrect delivery from us, please contact us first to discuss this matter before returning it.

My return does not meet the conditions, what now?

If an item does not meet our return conditions, you cannot return it. Our return processing determines on the basis of various tests whether a returned item meets the conditions. If your return does not meet the conditions, we cannot process it and cannot proceed to a refund.

How do I register my return online?

You can do this easily and quickly via the online return form that you receive when you send an email to sandra@sandrasunna.com.

Damaged products

Although we do our best to get your product to you safely, it can sometimes happen that damage occurs during shipping. If this has happened to a product from your order, please let us know as soon as possible via sandra@sandrasunna.com. We will provide a suitable solution.

Subsequent shipments

It can of course always happen that a certain product is no longer in stock. You will then receive an email with the expected delivery time.

Return policy if package has not been collected from a collection point

If you have the order delivered to a PostNL or DHL collection point, you can collect the package within a week. After that, the package will be automatically returned. You can see this in the status of the track & trace. When we have received the package back, we will credit the products and €10 administration costs will be charged.

If you regret your order and want to cancel your order, you must collect the package and then return it to us. This way it will not be registered as an 'uncollected' package.