Returns & Refunds
Last updated: 12 September 2026
We want every Sana Egbe order to meet the standard of quality and craftsmanship associated with our House. This Returns & Refunds Policy explains your rights and the procedures applicable to returns, withdrawals, refunds, defective products and custom-made items purchased from sanaegbe.eu.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. 14-Day Right of Withdrawal
If you are a consumer entitled to the statutory European Union or Estonian right of withdrawal, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason. (TTJA)
The withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receives the goods.
For orders containing multiple goods delivered separately, the statutory period is determined in accordance with applicable consumer law.
2. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must clearly inform Sana Egbe of your decision to withdraw within the applicable withdrawal period.
You may contact us at:
You may also use the applicable electronic withdrawal function provided on our website.
Your communication should preferably include your:
name;
order number;
email address used for the order; and
product or products you wish to return.
You do not need to provide a reason for exercising a statutory right of withdrawal.
3. Returning the Product
After notifying us of your withdrawal, you must return the relevant goods within the period required by applicable law.
Please contact us before sending a return so that we can provide the appropriate return instructions.
Unless we expressly agree otherwise, products should not be sent to our business address without first receiving return instructions.
The customer is responsible for ensuring that returned products are packaged appropriately to prevent damage during transportation.
4. Return Shipping Costs
Where you exercise the standard statutory right of withdrawal because you have changed your mind or the product is unsuitable, you are responsible for the direct cost of returning the product to Sana Egbe.
This applies even where Sana Egbe provided complimentary outbound shipping with the original order.
If the product is defective, incorrect or otherwise does not conform to the contract, different rules may apply and Sana Egbe will bear return or remedy costs where required by applicable law.
Estonian consumer guidance permits the direct cost of returning goods following withdrawal to be placed on the consumer, provided the consumer is informed of this before the contract is concluded. (TTJA)
5. Condition of Returned Activewear
You may inspect Activewear to the extent reasonably necessary to establish its nature, characteristics, fit and functioning, comparable to the inspection that would ordinarily be possible in a physical shop.
Please handle products carefully while deciding whether to keep them.
Returned products should, where reasonably possible, include their original tags, accessories and packaging.
The existence or removal of packaging or tags does not by itself override mandatory statutory rights. However, where a product has been handled beyond what is reasonably necessary to inspect it and its value has consequently decreased, Sana Egbe may be entitled to claim compensation for the diminished value in accordance with applicable law.
TTJA specifically notes that using a product does not automatically eliminate the 14-day withdrawal right, although a merchant can seek compensation for diminished value caused by excessive use and must be able to demonstrate that excessive use. (TTJA)
6. Trying On Activewear
We recommend trying on Sana Egbe Activewear carefully, indoors and in a clean environment.
When determining fit, please avoid wearing the product for training, skating, exercise or extended activity until you have decided to keep it.
Products showing signs of use beyond what is reasonably necessary to establish their nature, characteristics and fit may have diminished value.
Such signs may include, depending on the circumstances, staining, damage, strong odours, excessive wear, washing or alterations.
Any assessment of diminished value will be made in accordance with applicable consumer law and the individual circumstances of the return.
7. Hygiene and Sealed Products
Certain sealed products may be excluded from the statutory withdrawal right where they are unsuitable for return for health-protection or hygiene reasons and the seal has been broken after delivery.
We will only rely on this exception where the legal requirements for the exception are actually satisfied.
We do not treat all Activewear automatically as non-returnable merely because it is clothing.
TTJA lists sealed goods unsuitable for return for health or hygiene reasons after opening among the statutory exceptions to the 14-day right. (TTJA)
8. Skating Couture and Custom-Made Products
Sana Egbe Skating Couture is individually created according to a customer’s specifications, which may include personal measurements, design choices, colours, materials and other individual requirements.
The statutory 14-day withdrawal right generally does not apply to goods made to the consumer’s specifications or clearly personalised. Both TTJA and EU consumer guidance identify made-to-order or personalised goods as an exception. (TTJA)
Accordingly, custom-made Sana Egbe Skating Couture and other genuinely personalised products may not be eligible for cancellation or return under the standard 14-day change-of-mind withdrawal right.
This exception does not remove the customer’s statutory rights where a custom-made product is defective, incorrect or otherwise fails to conform to the contract.
9. Pre-Orders
Purchasing a standard product on a pre-order basis does not, by itself, remove applicable statutory consumer rights.
Eligible Activewear purchased through pre-order remains subject to applicable withdrawal and consumer-protection rights.
Please see our Pre-Order Policy for additional information regarding pre-order payment, production and dispatch.
10. Defective, Damaged or Incorrect Products
If you receive a product that is defective, damaged, incorrect or otherwise does not conform to the contract, please contact us promptly at:
Please provide your order number, a description of the issue and, where reasonably possible, photographs or other information that helps us understand the problem.
For shipping damage, please also retain the packaging while the matter is being investigated.
These situations are separate from a change-of-mind return.
For consumer purchases, the seller is responsible for lack of conformity in accordance with applicable law. TTJA currently states that a consumer can make a claim regarding non-conformity of goods for two years from receiving the goods. (TTJA)
11. Remedies for Non-Conforming Goods
Where a product does not conform to the contract, you may be entitled to remedies provided by applicable consumer law.
Depending on the circumstances and applicable law, this may include repair, replacement, reduction of the purchase price or termination of the contract and refund.
Nothing in this policy limits those statutory remedies.
12. Refunds Following Withdrawal
Where you validly exercise your statutory right of withdrawal, we will refund amounts due in accordance with applicable law.
Where outbound standard delivery was charged, applicable statutory rules regarding reimbursement of standard delivery costs will apply. Sana Egbe currently offers complimentary worldwide standard shipping, so ordinarily no outbound standard shipping amount has been paid by the customer to refund.
Refunds following a valid withdrawal must generally be made no later than 14 days after we are informed of the withdrawal. For sales of goods, we may be entitled to withhold reimbursement until the goods have been returned or you provide evidence that they have been sent back, whichever occurs first. (TTJA)
13. Method of Refund
Unless otherwise agreed and permitted by applicable law, refunds will be issued using the same payment method used for the original transaction.
Once Sana Egbe has processed a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
14. Exchanges
We do not guarantee direct exchanges for another size, colour or product.
Where you wish to obtain a different product or size, please contact info@sanaegbe.eu so we can advise you based on availability.
Where appropriate, a return and separate new order may be required.
This does not affect your statutory rights.
15. Products Purchased Outside the European Union
Sana Egbe sells internationally.
Customers outside the European Union may have consumer rights under the mandatory laws applicable to their purchase or country of residence.
Where mandatory local consumer law grants rights that cannot legally be excluded, nothing in this policy is intended to restrict those rights.
For voluntary returns that are not required by applicable law, Sana Egbe may determine eligibility and applicable conditions based on the circumstances of the order.
16. Customs Charges on Returns
Customers returning products from outside the European Union are responsible for correctly identifying the shipment as a return where appropriate and following applicable customs procedures.
Sana Egbe is not responsible for customs charges resulting from an incorrectly declared return shipment where such charges could reasonably have been avoided.
Please contact us for return instructions before shipping an international return.
17. Complaints
If you have a complaint concerning a product or order, please contact:
We will review the matter and respond in accordance with applicable consumer-protection requirements. TTJA’s current business guidance states that a trader must respond to a consumer complaint within 15 days. (TTJA)
If a consumer dispute cannot be resolved directly, consumers may have the right to seek resolution through the competent consumer dispute-resolution body.
18. Contact Us
For returns, refunds, withdrawal requests or product complaints, please contact:
Art Dress OÜ
Trading as Sana Egbe
Lastekodu tn 48
10113 Tallinn
Estonia
Email: info@sanaegbe.eu