Return Policy
Sana Health offers a 30-day money-back guarantee for the Sana device. To return your Sana device, you must call or contact customer support to get a Return Merchandise Authorization (RMA) number or the return will not be accepted. Return requests after the 30-day money-back guarantee period has expired will not be accepted. We accept returns of any undamaged Sana device purchased directly from www.sana.io. Once we receive your unit, if all parts are returned clean and in good working condition, you will get a full refund, less your initial shipping charges as well as return shipping charges. Refunds will be issued for product only (shipping charges not included) to the same credit card that was originally charged. Please keep the receipt of your return shipment until you have received your refund. Shipping, handling charges, and taxes paid are not refundable.
Please note, your subscription will not be cancelled until your device has been returned and inspected. You will continue to be charged your regular monthly payments until we receive the device.
Return Process
If for any reason you need to return your Sana device, please call or email our Customer Support Team at 720-310-3370 or support@sana.io. They will need to know:
The email your account is under
Your home address if that is different from the one on your account
The serial # of your Sana device (look for the sticker under the foam mask piece – should be a long number of the format SN: XX:XX:XX:XX:XX)
The reason for your return
Once we receive your return request, we will send you a FedEx label by email. Please place your Sana device and all accessories into a box, place the label on the outside and visit the closest FedEx location to you to drop off the package. If we have additional questions, our Customer Support Team will call you to discuss – so please store their number in your phone so you know it is Sana Health calling.
Warranty
Sana Health warrants that the Sana device will be free of material defects and will substantially conform to applicable documentation, under normal use (the “Warranty”), for a period of 36 months after the customer takes ownership of the Sana device. Sana Health does not warrant against normal wear and tear, nor damage caused by accident or abuse. This Warranty excludes damage resulting from: (i) improper care or handling (including, without limitation, proximity to moisture or heat), (ii) accidents, (iii) modification, (iv) unauthorized repairs, (v) use of the Sana device with accessories, products, services or software applications not expressly approved or provided by Sana Health, (vi) use of Sana device in a manner contrary to, or not in accordance with, the documentation, guidelines or instructions provided by Sana Health, or (vii) other causes which are outside the scope of the Warranty. Your sole and exclusive remedy, and Sana Health’s sole and exclusive obligation, for breach of the foregoing Warranty, is to require Sana Health, at Sana Health’s option, to repair or replace the Sana device. If you have questions regarding your Sana device please call our Customer Support Team at 720-310-3370 or email us at support@sana.io.