Refund Policy

At Sana’s Kitchenette, customer satisfaction is our top priority. We take immense pride in delivering high-quality products that meet your expectations. However, we acknowledge that issues may occasionally arise despite our best efforts. If you encounter any serious concerns with our products, we are committed to resolving them promptly and fairly. This refund policy outlines the steps you should take if an issue occurs and specifies the conditions under which refunds may be granted.

1. Reporting an Issue

If you discover a problem with your order, it is essential that you notify us immediately. You can contact us via telephone, email, or WhatsApp to report the issue. This should be done as soon as possible, preferably on the same day as the delivery or pick-up of the product. In the event that the issue occurs outside of our regular business hours, we kindly ask that you send a detailed email or WhatsApp message, including the following:

  • A description of the issue
  • Clear photographic evidence of the problem

For us to address your concerns effectively, it is critical that this evidence is provided on the same day you receive the product. Timely communication is essential in handling perishable food items, and delays in reporting the problem may affect your eligibility for a refund.

2. Returning the Product

Once the issue is reported, the affected product must be returned to us as soon as possible. We require that the return is made on the same day or no later than the following day after the issue is reported. Please ensure that the entire product is returned in its original packaging, as partial returns (e.g., small remaining portions) will not be eligible for a refund. It is crucial that the product remains intact so that we can thoroughly inspect it to determine the cause of the problem.

We also kindly request that no portion of the product is disposed of before returning it to us. Our team may need to examine the product in order to evaluate the nature of the issue and verify that it meets the criteria for a refund.

3. Refund Evaluation Process

Upon receiving the returned product, our team will thoroughly inspect it to determine the cause of the reported issue. If it is found that the problem is due to a mistake on our part, a refund will be processed. However, there are specific circumstances where refunds will not be issued, including but not limited to the following:

  • Accidental damage caused by the customer, such as dropping the product.
  • Improper storage after the product has been delivered or picked up.
  • Personal preferences (e.g., dissatisfaction with a selected flavor or dish that does not suit your taste).
  • Overordering or purchasing more than what was needed.

It is important to note that refunds will only be issued if the issue is confirmed to be the result of a genuine error on our part. We reserve the right to deny refunds for any issues that fall outside of these specific conditions.

4. Special Consideration for Frozen Products

Due to the nature of frozen food items, special rules apply. If you choose to pick up frozen products in advance (i.e., before the day they are intended to be consumed), they will not be eligible for a refund under any circumstances. The perishable nature of frozen goods makes them particularly vulnerable to variations in storage conditions, which can affect their quality over time. Because of the many variables involved, we cannot assume responsibility for any issues that arise once the frozen product has left our premises.

5. Time Sensitivity for Filing Complaints

As mentioned earlier, the perishable nature of our food products requires immediate attention to any problems. We strongly urge customers to report any issues and return the product as quickly as possible. Complaints that are not filed on the same day or by the next day at the latest will render the product ineligible for return or refund. Your cooperation in this regard is greatly appreciated, as it allows us to resolve concerns in a timely manner.

Final Thoughts

At Sana’s Kitchenette, we take our commitment to quality seriously and strive to ensure that every customer enjoys an exceptional experience with our products. Our refund policy is designed to protect both our customers and our business, ensuring fairness in all situations. If you have any further questions about our refund policy or need assistance with a specific order, please feel free to contact us. We are always here to help and will do our best to address any concerns you may have.

Thank you for choosing Sana’s Kitchenette. We look forward to serving you again!