Refund policy
Pre-order cancellations
All SANZIQ Ramadan calendars are sold as pre-orders, and payment is taken at the time of purchase. You can cancel your order free of charge at any time before it ships. Email info@sanziq.com with your order number, and you will receive a full refund to your original payment method within 14 days.
Cancelling in-stock items
You can cancel bakhoor diffusers and bakhoor free of charge until your order has been dispatched. Email info@sanziq.com with your order number as soon as possible.
Hygiene policy
For hygiene and safety reasons, the following items cannot be returned or exchanged, unless they are defective or incorrect:
- Hijab and jewellery calendars: these are sealed in protective plastic. Once the seal is broken, or an item has been tried on or used, it cannot be returned.
- Bakhoor: once the seal or packaging has been opened.
- Bakhoor diffusers: once they have been used with bakhoor or heated.
Returns of bakhoor diffusers
You can return a non-faulty diffuser within 30 days of receiving it. It must be:
- unused and never heated
- in its original packaging, with all attachments and accessories
- in a resealable condition
Before sending anything, email info@sanziq.com with your order number to request a return. We cannot accept items sent back without an approved return request. Return shipping costs are paid by the customer.
Right of withdrawal (EU customers)
If you live in the EU, you can withdraw from your purchase within 14 days of receiving your order. The item must be unopened, unused and still in its original sealed packaging.
To withdraw, email info@sanziq.com with your order number and a clear statement that you wish to withdraw. You pay the cost of returning the item. We will refund the purchase price and the original standard shipping cost within 14 days of receiving your request. We may hold the refund until we have received the item back.
Defective, damaged or incorrect items
If your order arrives defective, damaged or incorrect, contact us at info@sanziq.com within 14 days of delivery. Include your order number and photos of the item and packaging. We will offer a replacement at our expense.
Faulty bakhoor diffusers
If your diffuser stops working properly, contact info@sanziq.com with your order number and a description of the problem. We review every claim individually. We may ask you to confirm that the diffuser was used according to its instructions, and to send evidence such as a short video showing the fault.
If the diffuser is found to be faulty, we will arrange a suitable remedy, which may be a repair, a replacement or a refund. Claims are not covered when the damage is caused by:
- misuse or accidents
- dropping the diffuser or exposing it to water
- using bakhoor not intended for hair perfuming
- not following the cleaning and care instructions
This does not affect your statutory rights. EU and Swedish consumers can complain about faulty goods for up to three years from delivery.
Refunds
Approved refunds are issued to the original payment method. SANZIQ cannot refund customs duties or import taxes paid to your local authorities. Shipping Protection cannot be refunded once your order has shipped.
Contact
All return, refund and warranty requests are handled at info@sanziq.com.