Ready-Made Policy

We gladly accept returns and process full refunds for all ready-made fashion products within 14 days of your purchase date.

Customized Items

Garments made to your specific client measurements and custom specifications are considered final sale and non-refundable.

Shipping Rules

Customized goods cannot be returned or exchanged once production has officially begun or the order has been shipped.

Refund & Cancellation Policy

1. Introduction

At Sana3le, we understand that fashion production involves planning, sourcing, product development, supplier commitments and manufacturing costs.

This Refund & Cancellation Policy explains the procedures and conditions applicable to cancellations, refunds, returns and order-related disputes.

Our objective is to maintain transparent commercial arrangements while protecting the legitimate rights of our customers.

2. Payment and Order Confirmation

Customers may be required to make an initial payment or deposit to confirm an order and initiate the agreed services.

Depending on the nature of the project, additional payments may be scheduled against agreed production milestones.

The applicable payment amounts, payment schedule and commercial conditions will be specified in the approved quotation, purchase order or order confirmation.

An order will proceed according to the agreed terms once the required payment and customer approvals have been received.

3. Cancellation Before Work Commences

A customer wishing to cancel an order before sourcing, product development, sampling, material procurement or manufacturing activities have commenced should submit a written cancellation request to Sana3le.

We will review the request and determine the amount refundable based on:

• Payments received.
• Services already performed.
• Work already commenced.
• Supplier commitments already undertaken.
• Materials or services already procured.
• Third-party costs already incurred.

Any refund will be assessed against the applicable agreement and mandatory legal requirements.

4. Cancellation After Work Has Commenced

Once sourcing, product development, sampling, material procurement or manufacturing activities have started, cancellation may involve costs and commitments that cannot reasonably be reversed.

In such circumstances, the customer may be responsible for costs already incurred or irrevocably committed, including:

• Product development and technical preparation.
• Sampling and pattern development.
• Fabrics, accessories and raw materials.
• Supplier and manufacturing commitments.
• Production work already completed.
• Quality inspection and related services.
• Third-party logistics or fulfilment expenses already incurred.

Any remaining refundable balance will be determined after reviewing the work performed, costs incurred and applicable contractual and legal obligations.

Sana3le will not treat an amount as automatically non-refundable merely because an order has been confirmed or production has commenced.

5. Customized and Made-to-Order Products

Many Sana3le production orders involve products manufactured according to specifications, quantities, designs and requirements approved by the customer.

These may include:

• Custom designs.
• Specific fabric and material selections.
• Custom sizing and measurements.
• Customized labels and branding.
• Special packaging.
• Made-to-order collections.
• Products manufactured according to approved technical specifications.

Under Egyptian Consumer Protection Law No. 181 of 2018, certain statutory withdrawal and return rights have exceptions for products manufactured according to specifications determined by the consumer.

However, this exception does not remove the customer’s rights where products are defective, materially non-conforming or otherwise subject to mandatory legal protections.

6. Defective or Non-Conforming Products

If delivered products contain manufacturing defects or materially fail to conform to the approved specifications, customers should notify Sana3le as soon as reasonably possible.

Please provide:

• Your order reference number.
• A description of the issue.
• Photographs or videos demonstrating the problem.
• The affected product quantities.
• Any supporting delivery or inspection documentation.

Sana3le will review the complaint and coordinate the necessary investigation with the relevant manufacturing or supply-chain partner.

Depending on the nature of the issue and applicable legal requirements, the resolution may include:

• Repair or correction.
• Replacement of affected products.
• Reproduction of affected quantities.
• Partial refund.
• Full refund where legally or contractually applicable.

The appropriate resolution will depend on the circumstances, the agreed specifications and applicable law.

7. Refund Eligibility

Refund requests will be assessed individually based on:

• The nature of the order.
• The services already performed.
• The production stage.
• The payment received.
• The reason for cancellation or refund.
• The relevant contractual obligations.
• Applicable consumer protection legislation.

Where a refund is approved, it will generally be processed through the original payment method, unless another method is agreed or required by applicable law.

8. Refund Processing Time

Approved refunds will be initiated within the period required by applicable law and the relevant contractual arrangements.

For transactions subject to the applicable statutory distance-selling refund provisions, the legal refund deadlines will be observed.

For other commercial or business-to-business transactions, the applicable refund arrangements will be governed by the agreed contract and mandatory legal requirements.

The time required for the refunded amount to appear in the customer’s account may depend on the payment provider, issuing bank or financial institution.

9. Payments Made Through Paymob

Where a payment has been processed through Paymob:

• Approved refunds will be initiated through the applicable payment-processing channel.
• Refunds will be associated with the original transaction wherever supported.
• Customers may be requested to provide the original transaction reference.
• The time required for the refund to appear in the customer’s account may vary depending on the payment provider and issuing bank.

Sana3le does not independently control the processing time of banks or third-party payment providers.

10. Third-Party Financing and Installment Payments

Where a customer uses an installment or financing facility provided by an independent financial institution or financing company, the relevant financing agreement will remain subject to that provider’s terms and conditions.

Sana3le will coordinate with the relevant provider where necessary to communicate an approved cancellation or refund.

Any adjustment to outstanding installments, financing balances, fees or repayment schedules will be handled according to the financing provider’s applicable procedures and agreement.

Sana3le does not independently determine or control the financial institution’s credit decisions, interest charges or repayment arrangements.

11. Non-Refundable Third-Party Costs

Where permitted by applicable law and the relevant agreement, certain third-party costs already incurred on behalf of a customer may not be recoverable.

Examples may include:

• Approved sample production.
• Customized materials.
• Special fabric procurement.
• Customized labels and packaging.
• Supplier commitments.
• Completed technical development services.
• Completed third-party logistics services.

Such costs will be assessed based on actual work performed and commitments incurred, rather than arbitrary cancellation penalties.

Nothing in this section limits mandatory consumer rights or statutory refund obligations.

12. How to Submit a Cancellation or Refund Request

Customers may submit requests by contacting Sana3le through the official support channels.

Please include:

• Full name or registered business name.
• Order or transaction reference number.
• Contact telephone number.
• Reason for the cancellation or refund request.
• Supporting documents, photographs or other relevant information.

Our team will review the request and communicate the next steps.

13. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or replace any rights available to consumers under Egyptian Consumer Protection Law No. 181 of 2018 and its applicable Executive Regulations.

Where statutory rights provide a customer with a more favourable remedy, those rights will prevail.

14. Contact Us

For cancellation, refund or payment-related enquiries, please contact:

Sana3le Customer Support

Website: https://staging.sana3le.com

Email: admin@sana3le.com

Telephone: 01024081812

Country: Egypt

Please include your order or transaction reference number in all correspondence.