Returns, Refunds & Exchanges

RETURNS
We inspect all products sent before shipping to ensure the highest possible standards, but if for some reason the product you have received is not what your ordered or in some way faulty, or for any reason you wish to obtain a refund/exchange, simply return the goods to our warehouse within 14 days of receipt & subject to the terms and conditions detailed below.*

The parcel can take up to 12 working days to reach us therefore we recommend that you send items back within 2 days of receipt to ensure the goods arrive to us within 14 days or receipt, so we can process your refund.
 
PLEASE NOTE
Kindly e-mail us at info@sanrouf.com before sending your order for return or exchange. We will guide you on how to proceed. Please quote your order reference number in all correspondence.
 
The cost and safety of the goods are your responsibility until it reaches us. Ensure you include the original invoice with your parcel and shall you be required to declare the value of the parcel, kindly mention the same value as it is mentioned on the invoiced enclosed to the parcel you have received & clearly stating that the package contains ‘RETURNED GOODS’. Shall you misplace such invoice, please advise us to re-issue the same for you. 
 
*Terms & Conditions: all goods are your responsibility once in your possession, so please handle all goods with extreme care and ensure that you send the package by a method which insures the value of the goods, as well as retaining your proof of postage. If the goods do not reach us within 14 days of receipt, we reserve the right not to process your return. In order to process a refund, the goods must be returned to us intact, unworn, undamaged and within 14 days of receipt of goods. When trying on items of clothing, please ensure do not use unnecessary force and ensure you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. In the interest of hygiene we do not offer refunds on any items if the hygiene seal has been removed or any tickets have been broken.
 
RETURN SHIPPING COSTS
Return the eligible product(s) in new and unworn condition in the original packaging for a full refund in accordance with our returns policy. However, we do not refund the original shipping fees.
 
All product packaging and invoices must be returned with the product. Any product(s) returned without original documentation will be rejected.
 
If you choose to return the item on your own, you'll pay the carrier at the time you ship your return.
 
REFUNDS
We will issue a full refund for items purchased online that are returned according to our Returns Policy. Your refund will be credited to the original purchaser's credit card and will exclude shipping costs.

All returns are processed in order of arrival. Once received, a return may take up to 7 working days to be processed or more during busy and sale periods.
If you have not heard from our returns team within 10 working days of your parcel being delivered, please contact returns@sanrouf.com (you may use the contact form on our website to send a direct message).
Customers will receive an email notification once their return has been processed (please check your Spam/Junk folder for this automated message). Kindly note, once a refund has been completed by SANROUF, the time frame it can take to appear in your bank account will depend on your bank's policy. As a general guideline, funds may take up to 10-14 days to appear in your account once a refund has been issued.
 
Any item(s) returned with damage caused by the customer (from personal use, wear or insufficient packaging when returning the item(s)) shall be returned to the customer.


FREE SHIPPING OFFER
From time to time SANROUF will offer free shipping promotions. To be notified by email, simply sign up to our email updates. free shipping promotions will be applied at check out, Please note, in the case of a full refund being demanded, SANROUF in its turn reserves the right to deduct from the client the shipping charges.
 
 
ORDER CANCELLATION
Under the United Kingdom The Consumer Contracts (formerly Distance Selling) regulations you have the right to cancel your order or any item purchased online from SANROUF, If you have not yet received your order, please contact returns@sanrouf.com  as soon as possible to arrange a cancellation before the order is dispatched for a full refund.
 
All order cancellations must be made in writing, quoting your order reference number, within 14 working days starting the day after you receive your order. If your order has been already been processed and dispatched to you, it will be necessary for you to return the goods following our return procedures detailed above so we can process your refund. We will issue a full refund for items purchased online that are returned exclude shipping costs.The cost of return and care of the package are your responsibility until it reaches us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain all records of delivery.
 
Refusing or not accepting to receive the shipped order
Please note that once the order is shipped, the customer is obliged to receive it. Shall a customer show no response to a courier company, or fail to receive it or refuse receiving the order at the country of destination (due to tax payment or other reasons), the parcel will be returned to SANROUF, London, United Kingdom. SANROUF in its turn reserves the right to deduct from the client the following: shipping charges (both ways) as well as any duties imposed at the country of destination and in the country of origin. Remaining amount (if any) will be refunded to the customer.

Clearance/Outlet & Sale Items
Any Clearance/Outlet/Sale items cannot be refunded/ Only Exchange is eligible. Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact us at returns@sanrouf.com
 
Accessories & Scarves (Hijabs)
In the interests of hygiene, all of our accessories (including embroidered hijab caps, embroidered hijab/head bands, bridal scarves (hijabs), hijab pins and all jewellery) have a strict no refunds/exchange policy.  Please ensure you have carefully read all product descriptions, fabric compositions and measurements to help you make an informed decision before placing your order. For additional product information please contact us at info@sanrouf.com

INCORRECT GOODS/FAULTY PRODUCT RECEIVED
We inspect all products sent before shipping to ensure the highest possible standards, but if for some reason the product you have received is not what your ordered or in some way faulty, please contact returns@sanrouf.com  immediately quoting your order number and details of the product you wished to purchase and/or stating the problem with the item received and specifying whether you require a refund or a replacement. We will then advise on how to proceed with the return.
  
We reserve the right to refuse refunds if the above procedures have not been followed.

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