Refund policy

Thank you for shopping with Sahara. Our Return and Refund Policy is designed to provide a clear and transparent experience for returns, refunds, exchanges, cancellations, and subscription-related requests. Please review the guidelines below carefully before submitting a return or refund request.

Scope and Contact Information

For questions regarding returns, refunds, cancellations, or exchanges, please contact our customer support team:

Email: support@trysahara.com

Policy Overview

  • Return Period: 60 days from the delivery date
  • Refund Processing Time: Approved refunds are processed within 10 business days
  • Return Shipping Costs: Return shipping is covered by the customer unless the product is defective, damaged, or incorrect
  • Proof of Purchase: Required for all returns and refund requests

Order Cancellations

Orders may be canceled within 1 hour of purchase by contacting our customer support team at support@trysahara.com.

If your order has already been processed, fulfilled, or shipped, we may no longer be able to cancel it. In that case, please follow the return instructions outlined below once your order has been delivered.

Return Conditions

We offer returns under the following conditions:

  • Items must be returned within 60 days of delivery.
  • Items must be in their original, unused condition.
  • Items must be returned with their original packaging.
  • A receipt, order number, or proof of purchase is required.
  • Returns must be approved by our customer support team before being shipped back.

Sahara reserves the right to deny returns that do not meet the conditions listed above.

Subscription Cancellation Policy

To ensure your subscription is canceled in time, please submit your cancellation request at least 5 days before your next billing date.

Requests made after this window may result in your next subscription order being processed and billed. Once your cancellation is confirmed, no further subscription charges will occur and no additional subscription shipments will be sent.

Subscriptions can be managed through your account or subscription portal on our website. If you need help accessing or managing your subscription, please contact us at support@trysahara.com.

By subscribing to Sahara, you agree to the subscription terms outlined in this policy and our Terms & Conditions.

Same-Day Subscription Cancellations

If you request to cancel your subscription on the same day it was initiated, we reserve the right to cancel both the subscription and the associated order, provided the order has not already been processed, fulfilled, or shipped.

If the order has already been processed or shipped, the order may no longer be eligible for cancellation and may need to follow the standard return process.

Return Instructions

To start a return, please follow these steps:

  1. Contact Customer Support
    Email support@trysahara.com with your order number, reason for return, and any supporting photos if applicable.
  2. Receive Return Authorization
    Our team will review your request and provide return authorization and detailed return instructions if your return is approved.
  3. Package the Item
    Safely package the item in its original packaging. Include all required materials and any return authorization details provided by our support team.
  4. Ship the Return
    Use a reliable shipping service with tracking. Return shipping costs are covered by the customer unless the item is defective, damaged, or incorrect.

Returns sent without prior authorization may not be accepted.

Refund Policy

Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.

If approved, your refund will be processed back to your original payment method within 10 business days. Please note that your bank, credit card provider, or payment processor may require additional time to post the refund to your account.

You will receive a confirmation email once your refund has been processed.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@trysahara.com.

Satisfaction Guarantee Requirements

To qualify for a refund under any satisfaction guarantee, customers must use the product as directed for a minimum of 45 consecutive days.

To submit a satisfaction guarantee request, please email support@trysahara.com with:

  • Your order number
  • A clear photo before starting the product
  • A clear photo after 45 days of consistent use
  • A brief explanation of your experience

Both photos must be submitted with your refund request. This helps us verify the usage period and ensure fairness for all customers.

Refund requests that do not include the required usage period and photo documentation may not be eligible for approval.

Exceptions and Special Cases

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at support@trysahara.com.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged or defective item
  • Photos of the packaging, if applicable

If approved, we may offer a replacement, store credit, or refund depending on the situation.

Incorrect Product Received

If you receive the wrong product, please contact us at support@trysahara.com as soon as possible.

If the incorrect item was sent due to our error, we will cover the return shipping and send the correct item promptly, subject to availability.

Lost Packages

If your package does not arrive within the estimated delivery timeframe, please contact us so we can help initiate an investigation with the shipping carrier.

Sahara is not responsible for delays caused by the shipping carrier, incorrect shipping addresses entered at checkout, or packages marked as delivered by the carrier. However, we will do our best to assist you in resolving the issue.

Processing Times

  • Return Window: Returns must be initiated within 60 days of delivery.
  • Inspection Period: Once received, returns are typically inspected within 7 business days.
  • Refund Issuance: Approved refunds are processed to the original payment method within 10 business days after approval.
  • Bank Processing: Your bank or credit card provider may take additional time to post the refund.

Non-Refundable Items and Fees

The following may not be eligible for refund:

  • Shipping fees
  • Same-day processing fees
  • Shipping protection fees
  • Used or opened products, unless approved under a satisfaction guarantee
  • Items returned without authorization
  • Items not returned in their original condition
  • Orders with an incorrect shipping address entered by the customer
  • Packages marked as delivered by the carrier, unless otherwise approved by our support team

Exchanges

We may offer exchanges for defective, damaged, or incorrect products, depending on availability.

To request an exchange, contact support@trysahara.com with your order number and details about the issue.

Contact Information

If you have any questions or need assistance with a return, refund, cancellation, or exchange, please contact us:

Sahara
Email: support@trysahara.com