Refund policy
Returns & Exchanges
At Sanctua Void, we want you to be confident in your purchase. Please review our return and exchange policy before placing an order.
All return and exchange requests must be submitted to jpg@sanctuavoid.com and approved by our team before any items are shipped back.
1. Return Policy
We accept eligible return requests within 14 calendar days of delivery for purchases made directly through sanctuavoid.com.
To qualify for a return, items must be unworn, unused, unaltered, and in their original condition, with all original packaging and included accessories.
To initiate a return, please contact us with your order number, reason for return, and clear photos of the item if requested.
All returns are subject to inspection and approval, subject to applicable consumer protection laws.
2. Return Shipping & Fees
Sanctua Void does not offer free returns or exchanges for reasons unrelated to product quality.
For change-of-mind returns, including situations where a customer no longer wants the item or changes their preference, the customer is responsible for all applicable return shipping costs, including international shipping costs where applicable.
We do not currently operate a U.S. return facility. Once your return request is approved, our customer service team will provide the designated return address and shipping instructions.
Please do not send any item back without receiving authorization and return instructions from our team.
We recommend using a tracked shipping service and retaining proof of postage. Customers are responsible for return shipping costs and any applicable customs charges associated with non-quality-related returns.
Original shipping charges are non-refundable for change-of-mind returns, except where required by applicable law.
We do not charge an additional restocking fee at this time.
3. Exchanges
Exchanges requested for personal preference or other reasons unrelated to product quality are not provided free of charge.
Customers are responsible for applicable return shipping costs and any shipping costs for the replacement item.
Exchanges are subject to product availability and approval. If an exchange is unavailable, our team will explain the available options.
For exchanges required because of a verified product quality issue or an incorrect item shipped by Sanctua Void, we will cover reasonable shipping costs and arrange an appropriate resolution.
4. Damaged, Defective, or Incorrect Items
We inspect our products before shipment. However, issues may occasionally occur during production, fulfillment, or transit.
If your item arrives damaged, defective, or incorrect, please contact us with your order number, a description of the issue, and clear photos of the item and packaging where applicable.
Our team will review your case and determine an appropriate resolution, which may include a replacement or refund.
For verified product quality issues or fulfillment errors, Sanctua Void will cover reasonable return shipping costs when a return is necessary. We will provide instructions before asking you to send an item back.
Please do not discard or return a damaged item until our team has provided instructions.
Nothing in this policy limits any rights or remedies available to consumers under applicable law.
5. Order Cancellations
Orders may be canceled before shipment by contacting our customer service team.
Approved cancellations before shipment will be refunded without a cancellation fee, subject to applicable law.
Once an order has shipped, it cannot ordinarily be canceled in transit. After delivery, any eligible return request will be handled in accordance with this policy and applicable law.
6. Non-Returnable Items
Unless otherwise required by applicable law, change-of-mind returns are not accepted for:
- Personalized or custom-made items that were correctly produced according to the customer's specifications.
- Items that have been worn, altered, damaged after delivery, or returned with missing components.
- Items not purchased directly through sanctuavoid.com.
These exclusions do not limit remedies available for defective, damaged, or incorrectly supplied products where required by law.
7. Refund Processing
Approved returns will be inspected after they reach the designated return address.
Once a refund is approved, it will be issued to the original payment method. Please allow approximately 5–10 business days after approval for processing, depending on your payment provider.
Any applicable shipping refunds or other adjustments will be handled in accordance with this policy and applicable law.
8. Contact Us
For assistance with returns, exchanges, or refunds, please contact:
Email: jpg@sanctuavoid.com
Website: https://sanctuavoid.com
Please include your order number in all communications so our team can assist you efficiently.