Warranty and Returns Policy

At SANNCE, we are committed to offering you high-quality products and a satisfactory shopping experience. If for any reason you are not completely satisfied with your purchase, we are here to help you.

Product Warranty

Warranty Period

All SANNCE products sold on www.sannce.es include a 2-year limited warranty from the original purchase date, in accordance with European consumer protection regulations (Directive 2019/771/EU).

What does the warranty cover?

The warranty covers manufacturing defects and malfunctions that occur under normal use conditions, including:

• Defects in materials or manufacturing of the product.
• Hardware failures that prevent the normal functioning of the device.
• Operational problems not caused by the user.

What does the warranty NOT cover?

The warranty does not cover damage caused by:

• Improper use, negligence, or accidents.
• Unauthorized modifications of the product.
• External physical damage (bumps, drops, liquids, etc.).
• Natural wear and tear of the product due to prolonged use.
• Incorrect installation not performed in accordance with the user manual.
• Damage caused by extreme environmental conditions (lightning, floods, etc.).

How to claim warranty

To request warranty service, follow these steps:

1. Contact our customer service team at support@sannce.com, indicating your order number and a detailed description of the problem.
2. Our technical team will assess your case and provide you with instructions for shipping the product if necessary.
3. Once the defect is received and verified, we will proceed with the repair or replacement of the product at no additional cost to you.

Note: Shipping costs for warranty claims are borne by the customer. SANNCE will assume the return shipping costs for the repaired or replaced product.

Returns Policy

Right of withdrawal — 30 days

In accordance with European regulations (Directive 2011/83/EU), you have the right to return your order within 30 calendar days from the date of receipt, without needing to provide a reason.

To exercise this right, the product must meet the following conditions:

• Be in its original condition, unused, and with all accessories included.
• Retain the original packaging in good condition.
• Include the invoice or proof of purchase.

Defective or damaged products

If you receive a defective or damaged product during transport, please contact us within 48 hours of receiving the order, attaching photos of the product and packaging. We will arrange for replacement or refund at no cost to you.

Return process

1. Send an email to support@sannce.com with your order number and the reason for the return.
2. Our team will confirm the request and provide you with the return address within 1-3 business days.
3. Ship the product properly packaged. We recommend using a tracked shipping service.
4. Once the product is received and inspected, we will process the refund within 5-10 business days.

Return costs

• Defective product or our error: SANNCE covers return costs.
• Withdrawal or change of mind: Return shipping costs are borne by the customer.

Refunds

Refunds will be issued via the same payment method used in the original purchase. The time it takes to receive the refund may vary depending on your bank, but it is usually processed within 5-10 business days after the return is approved.

Note: Original shipping costs are not refundable, except in cases of defective product or our error.

Contact

If you have any questions about our warranty or returns policy, please do not hesitate to contact us:

📧 support@sannce.com

Our customer service team will respond as soon as possible during business hours (Monday to Friday, 9:00 AM – 6:00 PM CET).