Our policies

Refund Policy

Fair returns when something is not right.

If your order arrives damaged, incorrect, or incomplete, this policy explains how we can help.

Last updated: 10 September 2026

1. Our promise

At Sanoozy, we want you to enjoy every order. This Refund Policy explains when a return, replacement, or refund may be available. Because we sell food and drink products, some items cannot be returned once they have been opened or consumed, except where there is a quality or fulfillment issue.

2. When a refund or replacement may apply

You may request a refund or replacement if:

  • You received the wrong product or the wrong quantity
  • The product arrived damaged, leaking, or defective
  • The product is expired or not in sellable condition on arrival
  • An item is missing from your delivered order

Please contact us within 48 hours of delivery and share your order number plus clear photos of the product and packaging.

3. What is not eligible

Refunds or returns are generally not available for:

  • A change of mind after the order has been shipped
  • Opened, used, or consumed products with no quality issue
  • Products stored or handled incorrectly after delivery
  • Orders cancelled after dispatch — see our Cancel Order page

4. How to request a refund

To start a refund or replacement request, contact us by WhatsApp or email and include:

  • Your order number
  • Your full name and contact number
  • A short description of the issue
  • Photos or a short video of the product and parcel, where relevant

WhatsApp / Phone: 0314 8232224
Email: contact.sanoozy@gmail.com

5. How refunds are issued

Once your request is approved, we will offer a replacement or a refund, depending on stock and the nature of the issue. Approved refunds are typically processed within 7–10 business days to the original payment method, or as store credit if that was agreed with you. Cash-on-delivery refunds may be issued through bank transfer or another method confirmed by our team.

6. Shipping for returns

If the return is due to our error or a defective product, Sanoozy will cover the return shipping cost. If a return is not approved, any collected parcel may be sent back to you and shipping charges may apply.

7. Cancellations

Orders can only be cancelled before they are shipped. After dispatch, please refer to this Refund Policy. For cancellation steps, visit our Cancel Order page.