Refund and Returns Policy

We understand that sometimes something goes wrong with your purchase may not work for you and you would want your money back. This is fine if the item (s) is still in its original condition, we accept returns, subject to the rules below, which include rules around fair use. None of these rules affect your statutory rights.

It is also advisable to check the size guide! There are no refunds or exchanges for walk-in customers who shop in stores. Items can be exchanged for the same design in other sizes

Domestic Returns

Customers within Kenya are given a 3-day grace period to contact us and request a refund.

Sanaa Threads offers a 3-day return policy; you must notify us within 3 days of receiving the product. We will help you to reach a satisfactory resolution, such as a return for replacement or refund.

Items should be returned unused and unstained with all tags/brand tags included. Returns that are damaged or soiled will not be accepted and will be sent back to the customer, and/or a refund refused.

Where provided, belts and any cloth packaging, such as authenticity cards, dust bags, and tags, should be included with your return.

Returns within Kenya can be made and paid for by my client. Your preferred dispatch company can return items ordered within Kenya. You are responsible for ensuring that the item is successfully returned to Sanaa Threads.

All charges for returns would be incurred by the customer.
Items can be exchanged for the same design in other sizes.
For all returns, we aim to refund you within 7 days of receiving the returned item.

Please email threadssanaa@gmail.com if any of your purchases have been delivered without tags or are faulty.

Our returns mailing address, will be shared as soon as requested.

If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you. All items are inspected on return.

To receive a full refund, all items must be returned to us unworn/unused and in the same condition, you received them with their original packaging and all tags and labels attached.

Responsibility

Returned items are your responsibility until they reach us, so make sure they are packed up properly and cannot get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We are not responsible for any items that are returned to us by mistake. If we can locate the items and you would like these returned to you, we may ask you to cover the delivery cost.

Pranky Returns Behaviour

If we notice an unusual pattern of returns activity: e.g., we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – or the items returned do not match what you ordered – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we have made a mistake, please get in touch with us and we will be happy to discuss it with you.

We monitor the number of returns made by customers and continued returns will be flagged and potentially refused at our discretion or lead to the closure of the account.

Please note, that we reserve the right to take legal action against you if the items you return do not match what you ordered.

Exchanges

We don’t offer exchanges. If you would like a different size or colour, please return your unwanted item, and place a new order.

Received a Faulty Item?

We sincerely apologize that this error has occurred. Please return the item to us as soon as possible so we can get this sorted for you. Please note the item as Faulty when stating your reason for return.

Please note that we are unable to send replacements for faulty items.

Remember that regardless of where your items were shipped from, you can follow our usual returns process.

Received a Wrong Item?
If you received an item which you did not order, please send it back to us and we will refund you as soon as it arrives back at our warehouse.

Fill in the section on the back of your delivery slip to say the item is incorrect and put it inside your parcel when you send it back. Please ask for proof of postage – we may need to see this later. If you still want the item and if it is still in stock, please order it through our website as normal.