Refund policy

Refunds & Returns Policy

At SANRAE™, we care deeply about the experience our customers have with us. If something isn’t right with your order, please reach out to our team at and we’ll always do our best to help.

Returns

Our return policy lasts 30 days from the date your order is delivered. Unfortunately, if 30 days have passed, we are unable to offer a refund or exchange.

To be eligible for a return, items must be:

• Unused and unopened
• In their original condition
• In the original packaging

Please note that due to health, hygiene, and food safety regulations, we are unfortunately unable to accept returns on opened food, beverage, matcha, or supplement products.

Non-returnable items

The following items are non-returnable and non-refundable:

• Opened supplements, matcha, tea, or food products
• Gift cards
• Downloadable or digital products
• Used self-care tools or accessories
• Sale or clearance items

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at with your order number and clear photos of the issue.

We’ll review the matter as quickly as possible and arrange a replacement, store credit, or refund where applicable.

Refunds

Once your return has been received and inspected, we’ll notify you via email regarding the approval or rejection of your refund.

If approved, your refund will be processed back to your original payment method within approximately 5–10 business days, depending on your payment provider.

Please note:

• Original shipping fees are non-refundable
• Return shipping costs are the responsibility of the customer unless the item was faulty or incorrect

Late or Missing Refunds

If you haven’t received your refund yet, we recommend:

1. Checking your bank account again
2. Contacting your credit card provider or bank, as processing times can vary

If you’ve done this and still have not received your refund, please contact us at .

Exchanges

We only replace items if they are defective, damaged, or incorrect.

If you need to request an exchange, please email and our team will guide you through the process.

Gifts

If your item was purchased as a gift and shipped directly to you, we may offer store credit for eligible returns.

If the gift order was shipped to the purchaser first, any approved refund will be issued to the original purchaser.

Return Shipping

If your return is approved, we’ll provide the appropriate return instructions and return address via email.

We recommend using a trackable shipping service for any returns over:

• ZAR 500

We cannot guarantee that returned items will be received safely without tracking.