Refund and Returns Policy

Effective date: 2022-01-02

RETURNS 

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Goods such as Kora strings and Kora thumb tacks cannot be returned. We also do not accept products that are used or out of the original packaging.

Additional non-returnable items:
* Downloadable products

To successfully fulfill your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the address found at your original packaging. When having a successful request of return approved we will send you the address where you should deliver your item.

There are certain situations where refunds will not be granted: (if applicable)
* Any item with obvious signs of use
* Any item not in its original condition, any signs of damage or missing parts for reasons not due to our error.
* Any item that is returned more than 15 days after delivery

REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE or MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our customer service team. 

SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale, flash sales or promo cupons items cannot be refunded.

EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, you can contact us.

LOST or DAMAGED ITEMS

In the case of lost orders, or items that are damaged upon delivery, customers are entitled to a replacement after the case is verified and checked with our shipping provider, however our team must be notified within 10 days upon delivery.

For damaged items –

Our team should be notified within 10 days upon the delivery of the item. Claims can be submitted to info@sanacissokho.com make sure to include: proof of purchase; pictures of the damaged item and of the packaging; your full name and full address for the delivery of the replaced item if applicable.

For lost items –

Our team should be notified within 10 days upon the informed delivery date of the item. Claims can be submitted to our Customer Care make sure to include: proof of purchase; proof of delivery; your full name and full address for the delivery of the replaced item if applicable.

If your case is approved after verification, then your replacement will be processed, and within a certain amount of days, you will receive the same item as purchased in our website. (Please note the time processing may vary depending on each case as we will work together with our shipping provider to solve the issue).

For items reported as arrived damaged any free item included in the original packaging are not eligible for a replacement. 

Replacements applies to the original item purchased in our website ad it does not includes any free item received with it. You will receive the same model with the same characteristics  of the original item as purchased in our website.

SHIPPING
To return your product, you should contact our customer service team and after verification we will provide additional info on which address the item should be shipped.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.