Refund policy
Return & Refund Policy
Thank you for shopping at SANEO.
To ensure you can shop with complete peace of mind, we have established the following return and refund policy.
Returns
You may request a return within 30 days of receiving your item.
To be eligible for a return, your item must generally meet the following conditions:
- The item must be unused
- The item must be in the same condition that you received it
- The item must be in its original packaging (whenever possible)
- You must provide proof of purchase or order confirmation details
To initiate a return, please contact us in advance at support@trysaneo.com.
We will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If the item is defective, damaged, or if you received the wrong item, please contact us immediately at support@trysaneo.com.
We will evaluate the issue and make it right by offering a replacement or a refund.
In cases of defective, damaged, or incorrect items resulting from our error, SANEO will cover the necessary return shipping costs.
Returns Due to Change of Mind
If you are returning an item due to personal preference or a change of mind, you will generally be responsible for paying the return shipping costs.
To prevent loss or damage during transit, we strongly recommend using a trackable shipping service.
Non-Returnable Items
For hygiene and safety reasons, we may not be able to accept returns on items that have been opened or used.
Additionally, the following items are generally not eligible for return:
- Used items
- Items damaged due to customer mishandling
- Items returned after the 30-day return window has expired
- Gift cards and other non-returnable items
This does not apply if the item arrives defective or damaged. Please contact our customer support team first if you experience any issues.
Exchanges
If you would like to exchange an item, please contact us at support@trysaneo.com.
After verifying the condition of the item and current stock availability, we will guide you through the exchange process.
Refunds
Once we have received and inspected your return, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will automatically be processed back to your original payment method used at checkout.
Depending on your bank or credit card company's processing times, it may take several business days for the refund to appear on your statement.
Order Cancellations
You may cancel your order as long as the fulfillment and shipping process has not yet begun.
If you wish to cancel your order, please contact us as soon as possible at support@trysaneo.com.
If your order has already been processed or shipped, we may not be able to cancel it. In that case, please wait for the item to arrive and follow our standard return procedure.
Return Shipping Costs
If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping costs.
For returns due to a change of mind or customer preference, the return shipping costs are the responsibility of the customer.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please reach out to us below:
SANEO Customer Support
Email: support@trysaneo.com
Operated by: Neves Ecom LLC
412 W 7th St
Clovis, NM 88101
United States