Refund policy

We want you to love your SINNA order. However, we understand that sometimes something just isn’t right.

This policy applies to purchases made directly through the SINNA website and is designed in accordance with applicable UK consumer law. Nothing in this policy affects your statutory rights.

14-DAY RETURNS

If you change your mind about your purchase, you must notify us that you wish to return your order within 14 days of receiving it.

Once you have notified us, you have a further 14 days to send the item(s) back.

Returns requested outside of these periods may be refused unless the item is faulty or you have another statutory right to return it.

RETURN CONDITION

We take the condition of returned items seriously.

You may inspect and try on an item as you reasonably would in a physical store. Returned items should be:

Unworn other than for the purpose of trying them on
Unwashed
Free from stains, marks and damage
Free from make-up, fake tan, deodorant or other cosmetic marks
Free from strong fragrances, smoke or other odours
Returned with original tags attached where reasonably possible
Returned with any original accessories or components supplied with the item

Please take particular care when trying on light-coloured or fitted garments.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, and this has reduced its value, SINNA reserves the right to make an appropriate deduction from the refund to reflect that loss in value, as permitted by law.

We will not refuse a statutory cancellation simply because packaging has been opened or an item has reasonably been tried on.

HYGIENE-SENSITIVE ITEMS

Certain products may be supplied with a hygiene or protective seal.

Where an item is sealed for health protection or hygiene reasons and is not suitable for return once that seal has been broken, the statutory right to cancel may no longer apply once the seal has been removed or broken.

Where applicable, this will be clearly indicated on the relevant product.

This does not affect your rights where an item is faulty, damaged or not as described.

RETURN SHIPPING

Unless an item is faulty, damaged, incorrect or otherwise required by law, customers are responsible for the direct cost of returning their order to SINNA.

We strongly recommend using a tracked postal service and retaining your proof of postage until your refund has been completed.

SINNA is not responsible for returned parcels that are lost before reaching us.

Please do not send returns to us without following the return instructions provided by SINNA.

ORIGINAL DELIVERY CHARGES

Where you exercise your statutory right to cancel the entire order, we will refund the price paid for the returned goods together with the cost of our standard delivery option.

If you selected an enhanced, express or more expensive delivery service, we are not required to refund the additional amount above the cost of standard delivery.

Where only part of an order is returned, the original delivery charge may not be refundable where that delivery charge would have been payable for the items you keep.

REFUNDS

Once your return has been received, it will be inspected.

Where a refund is due, it will be issued to your original payment method.

We will process refunds within the timeframe required by applicable UK law. For statutory cancellations, this will normally be no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back, whichever applies under the law.

Your bank or payment provider may require additional time for the funds to appear in your account after we have processed the refund.

FAULTY, DAMAGED OR INCORRECT ITEMS

Every SINNA order is checked before dispatch. However, if you believe you have received an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Clear photographs showing the problem

Where goods do not meet the standards required by UK consumer law, you may be entitled to a refund, repair or replacement depending on the circumstances.

Where we accept that an item is faulty, damaged, incorrect or otherwise qualifies for a statutory remedy, SINNA will not require you to bear return costs where the law requires us to cover them.

SALE & PROMOTIONAL ITEMS

Items purchased during a sale, promotion or using a discount code are subject to the same statutory consumer rightsas full-price items.

A reduced price does not remove your rights where you are legally entitled to cancel or where an item is faulty, damaged or not as described.

EXCHANGES

We do not currently offer direct exchanges.

If you would like a different size, colour or style, please return the eligible item in accordance with this policy and place a new order.

This allows us to process returns efficiently and prevents your preferred replacement from selling out while your return is in transit.

RETURN ABUSE

We reserve the right to investigate unusual or excessive return activity, including suspected fraud or abuse of our returns process.

This may include, for example, repeatedly returning items that show signs of wear or deliberately damaging products in an attempt to obtain a refund.

Any action we take will be reasonable and will not limit or exclude rights provided to consumers under UK law.

YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is any conflict between this policy and your statutory rights, your statutory rights will apply.