Refund policy

RETURN & RESOLUTION POLICY – SANA MEALS

At SANA MEALS, we are committed to delivering high-quality meals designed to support your lifestyle with ease and care. Due to the perishable and made-to-order nature of our products, this policy outlines how we handle any issues with your order.

1. No Returns

For food safety reasons, we do not accept returns once meals have been delivered.

2. Reporting an Issue

If there is any issue with your order (including quality concerns, damage, missing items, or incorrect meals), you must contact us within 48 hours of delivery.

To review your request, we may require:

  • Photo evidence
  • Order details

Requests submitted after this period may not be eligible.

3. Resolution Approach

All claims are reviewed case-by-case. If approved, SANA MEALS may provide:

  • Store credit (primary form of resolution)
  • Partial refund (when applicable)

The resolution type and value will depend on the nature and severity of the issue.

SANA MEALS reserves the right to make all final decisions regarding resolutions.

4. Non-Eligible Claims

We do not offer store credit or refunds for:

  • Requests made after 48 hours from delivery
  • Personal taste preferences or subjective dissatisfaction
  • Incorrect selections made by the customer
  • Failure to follow storage or heating instructions
  • Minor packaging issues that do not impact food quality
  • Orders that have already been processed after the cutoff time

5. Order Finalization & Cutoff

All meals are prepared in advance to ensure quality and freshness.

  • Orders may be modified or canceled before the weekly cutoff
  • Once the cutoff has passed, orders are final and cannot be canceled or refunded

6. Delivery & Responsibility

Customers are responsible for:

  • Providing accurate delivery information
  • Receiving and properly storing meals upon delivery

SANA MEALS is not responsible for issues resulting from:

  • Incorrect addresses
  • Missed deliveries or unattended packages
  • Delays outside our control
  • Improper handling after delivery

7. Subscription Terms (if applicable)

  • Subscriptions may be paused or canceled before the cutoff date
  • Canceling a subscription does not affect processed orders

8. Credits & Refund Processing

  • Store credits are issued to your account for future use
  • Partial refunds, when applicable, are issued to the original payment method
  • Processing times may vary depending on your provider

9. Policy Enforcement

To maintain fairness and prevent misuse, SANA MEALS reserves the right to:

  • Deny requests that do not meet policy criteria
  • Limit repeated claims from the same customer
  • Request additional verification when necessary

10. Our Commitment

We stand behind the quality of our meals and are committed to handling every concern with care, fairness, and integrity.