Cancellation & Refund Policy
Last Updated: September 15, 2026 • Clear, transparent 100% customer satisfaction guarantee
Cancel physical orders before dispatch for an immediate 100% full refund.
Hassle-free replacement for any damaged, defective, or mis-shipped jewellery.
Refunds processed via Razorpay directly back to your original payment method.
1. Order Cancellation Policy
We understand that plans can change. Here is how order cancellations work:
A. Physical Goods (Jewellery & Cosmetics): You may cancel your physical order at any time prior to shipment dispatch (typically within 24 hours of placing the order). Once an order has been handed over to our insured courier partners and an Air Waybill (AWB) tracking number has been generated, the order cannot be cancelled in transit, but can be returned in accordance with our return guidelines below.
B. Digital Vault Products: Digital orders (masterclasses, presets, digital templates, software/design files) provide immediate, automated electronic access within seconds of successful payment. Because digital assets are delivered instantly and cannot be physically reclaimed, cancellations are not possible once digital access has been granted, except in cases of proven technical file corruption or unresolvable access issues.
C. Cancellation Process: To cancel an eligible order, navigate to your My Orders dashboard or email hello.sanab@gmail.com with your Order ID.
2.Returns & Replacement for Physical Products
We maintain rigorous, multi-point quality control standards. In the rare event that your physical item arrives damaged, defective, or different from your ordered specifications:
- Reporting Window: Please inspect your parcel upon arrival and notify our concierge within 7 calendar days of confirmed courier delivery.
- Condition of Returned Goods: The item must be unused, in its original pristine luxury gift packaging, with all security tags, authenticity certificates, diamond grading cards, and hallmark seals intact.
- High-Value Jewellery Security Requirement: For all fine gold and diamond jewellery, customers are kindly advised to record a continuous unboxing video of the sealed security parcel. This safeguards against courier transit tampering and expedites instant replacement.
- Hygiene Note for Cosmetics: For hygiene and safety reasons, skincare and cosmetic products whose primary tamper-evident bottle or jar seals have been broken cannot be returned unless verified to be defective upon arrival.
3.Digital Products Policy & Technical Support
If you experience any difficulties accessing, extracting, or downloading your purchased digital assets from the Sanab Digital Vault:
- Our dedicated technical team provides immediate 24/7 priority assistance to re-issue download links, refresh Google Drive permissions, or provide alternative high-speed mirrors.
- If a digital file is verified to be fundamentally defective and our support engineers are unable to provide a functional replacement within 48 hours, a 100% full refund will be issued.
4.Refund Processing & Timelines
Once your returned item is received at our inspection facility and verified by our gemologists/quality team, or once your cancellation is approved:
Official Refund Turnaround Timeline:
- Refund Approval: Within 24–48 hours of receipt and inspection of the returned product.
- Disbursement Source: Refunds are initiated automatically via Razorpay directly back to the original payment source (Credit/Debit Card, UPI ID, Net Banking account, or wallet).
- Bank Credit Period: Funds typically reflect in your bank account or card statement within 5 to 7 business days, depending on your issuing bank's settlement schedule.
- Cash on Delivery (COD) Orders: For returns on eligible COD orders, our team will request your verified bank account details (Account Number, IFSC, Account Holder Name) to disburse the refund securely via direct NEFT/IMPS transfer within 3 to 5 business days.
5. How to Initiate a Return or Refund Request
- Step 1: Email our concierge at hello.sanab@gmail.com or WhatsApp our verified desk at +91 62905 64679.
- Step 2: Mention your Order ID (e.g.,
ORD-12345), reason for return/refund, and attach clear photos/videos of the product and its packaging. - Step 3: Our team will review your request within 24 hours and arrange a complimentary insured reverse pickup from your doorstep via our logistics partners.
- Step 4: Once verified, your replacement will be dispatched immediately, or your refund will be credited to your original payment method.
Have Questions Regarding Your Order?
Our dedicated customer service and personal concierge team is always here to assist you:
Support Email: hello.sanab@gmail.com / haquedot@gmail.com
Customer Helpline: +91 62905 64679 /
Operating Hours: Monday through Saturday, 10:00 AM – 7:00 PM IST
Registered Address: Garhara, Barauni, Begusarai, Bihar, India, 851126