Refund and Returns Policy

At Subana, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes circumstances may arise where you need to return a product. Please read our Refund and Return Policy carefully to understand how we handle returns for products that are drop shipped directly to you.

  1. Returns Eligibility: To be eligible for a return, the following conditions must be met:
  • The product must be in its original condition: The item should be unused, undamaged, and in its original packaging. It should be in the same condition as when it was received.

  • Drop shipped products: As a drop shipping business, many of our products are shipped directly from our suppliers or manufacturers. Therefore, some items may have different return policies or processes. It is important to review the specific return instructions provided for each product.

  1. Return Process: If you wish to initiate a return, please follow these steps:
  • Contact our customer support: Please email us at info@subana.com.au with your order details, including the product name, order number, and the reason for the return. Our customer support team will guide you through the return process and provide you with any necessary instructions.

  • Return authorization: In some cases, our suppliers may require a return authorization before accepting the return. Our customer support team will assist you in obtaining the necessary authorization, if applicable.

  • Return shipping: Depending on the supplier’s return policy, you may be responsible for the cost of return shipping. Our customer support team will provide you with the appropriate return address and instructions.

  1. Refunds: Once the returned item is received and inspected by the supplier, we will notify you of the approval or rejection of your refund. The refund will be processed based on the supplier’s policy, which may vary. Possible outcomes include:
  • Full refund: If the return is approved and the item meets the return eligibility criteria, you will be issued a full refund for the purchase price of the product. Please note that any original shipping charges are non-refundable.

  • Partial refund: In some cases, the supplier may issue a partial refund if the returned item is damaged, not in its original condition, or missing parts.

  1. Non-Returnable Items: Certain items are non-returnable, including:
  • Personalized or custom-made products: Items that are specifically customized or personalized according to your preferences cannot be returned unless they arrive damaged or defective.

  • Intimate or sanitary goods: For hygiene reasons, items such as candles, bath products, or other personal care items cannot be returned.

  1. Damaged or Defective Products: If you receive a damaged or defective product, please contact us immediately. We will work with you to resolve the issue and provide a suitable solution, such as a replacement, repair, or refund, based on the specific circumstances and the supplier’s policy.

  2. Changes to the Refund and Return Policy: We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically for any updates.

If you have any further questions or concerns regarding our Refund and Return Policy, please email us at info@subana.com.au. Our dedicated customer support team is here to assist you.