Return and Refund Policy

Thank you for shopping at Sanura!
We want you to love your new sofa as much as we loved making it. However, if something isn’t quite right, we’re here to help.

Please read the following policy carefully to understand how returns, exchanges, and refunds are handled.

1. Eligibility for Return

You can request a return or exchange if:

  • The product you received is damaged, defective, or incorrect.

  • The item is unused, unassembled, and in its original packaging.

  • You contact us within 3 days of receiving your order.

Note:
Custom-made or personalized sofas (specific fabric, color, or size) cannot be returned or exchanged, unless they are damaged or defective upon arrival.

2. How to Request a Return

To initiate a return, please email us at Info@sanurahomes.co.uk with the following details:

  • Order number

  • Photos or videos showing the issue

  • Description of the problem

Our customer care team will review your request and provide return instructions.

3. Return Process

  • Once approved, our logistics team will arrange pickup or share the return address.

  • The product must be packed securely in its original condition to prevent transit damage.

  • After receiving and inspecting the returned item, we’ll update you about the refund or exchange status.

4. Refund Process

If your return is approved, your refund will be issued to the original payment method.
Refunds are typically processed within 7–10 business days after the returned item is received and inspected.

Please note:

  • Shipping or delivery charges are non-refundable, except where the error is on our part (wrong or damaged item).

  • For Cash on Delivery (COD) orders, refunds will be issued via bank transfer or store credit.

5. Exchanges

If you’d like to exchange your product for another item, our team will assist you (subject to stock availability).
If the replacement item is higher or lower in price, you’ll be charged or refunded the difference accordingly.

6. Non-Returnable Items

We cannot accept returns or refunds for:

  • Custom-made sofas or personalized orders

  • Items damaged after delivery due to misuse or mishandling

  • Products without original packaging or proof of purchase

7. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Include photos or videos for faster resolution — we’ll arrange a replacement or refund at no additional cost.