STORE POLICY
SANCTUM. CO
WELCOME TO SANCTUM CO. PLEASE REVIEW OUR POLICY TO ENSURE A SEAMLESS EXPERIENCE WITH YOUR PURCHASE.
ORDER TIMING & CUSTOMIZATION
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HAIR: ALL UNITS COME FULLY CUSTOMIZED & STYLED PRIOR TO DELIVERY.
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UNITS ARE TEMPORARILY STYLED TO SHOWCASE VERSATILITY AND CAN BE HEAT-STYLED, OR RESTYLED AS DESIRED.
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ALL UNITS COME MACHINE MADE, ONE SIZE FIT ALL WITH ADJUSTABLE BANDS FOR COMFORT AND SECURE WEAR.
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APPAREL: WE DO NOT ACCEPT URGENT ORDERS TO ENSURE PRECISE DESIGN AND HUGH QUALITY CRAFTSMANSHIP.
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DELAYS DUE SUPPLIERS, LOGISTICS OR HOLIDAYS WILL BE COMMUNICATED PROMPTLY.
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ALTERATIONS MAY BE REQUESTED WITHIN 5 DAYS OF DELIVERY AT THE CUSTOMER'S EXPENSE IF APPLICABLE.
REFUNDS & EXCHANGES
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ALL SALES ARE FINAL DUE TO CUSTOMIZATION AND HYGIENE STANDARDS
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REFUNDS OR EXCHANGES ARE CONSIDERED ONLY IN EXCEPTIONAL CASES OR FOR DEFECTIVE UNITS, COMMUNICATED ON CASE-BY-CASE BASIS
PRODUCT INTEGRITY & CARE
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TO MAINTAIN LONGEVITY ON BOTH WIGS & APPAREL, FOLLOW THE INCLUDED CARE INSTRUCTIONS AND AVOID MISUSE.
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COLOR MAY VARY SLIGHTLY DUE TO LIGHTING, PRODUCT IMAGES WITHOUT MODELS REFLECT THE CLOSEST TRUE COLOR.
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TAMPERING, MISUSE, OR INCORRECT CARE VOIDS RESPONSIBILITY.
SHIPPING & DELIVERY
HAIR:
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WIG UNITS TAKE 2-5 WORKING DAYS.
APPAREL:
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.ALL GARMENTS ARE CUSTOM MADE WITH A LEAD TIME OF 10-15 DAYS.
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ALL DELIVERIES ARE HANDLES BY COURIER GUY, APPLICABLE DELIVERY FEES APPLY.
PRIVACY & DATA SECURITY
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CUSTOMER DATA REMAINS CONFIDENTIAL. ACCURATE DETAILS MUST BE PROVIDED WHEN ORDERING.
CUSTOMER CONDUCT & SECURITY
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RESPECTFUL INTERACTIONS ARE EXPECTED AT ALL TIMES, SERVICES MAY BE REFUSED WHERE CONDUCT COMPROMISES THE BRAND.
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SANCTUM CO. RESERVES THE RIGHT TO VERIFY SUSPICIOUS TRANSACTIONS TO PROTECT BOTH THE BRAND AND ITS CUSTOMERS.
CONFLICT RESOLUTION
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CONCERNS SHOULD BE SUBMITTED VIA OFFICIAL CUSTOMER SERVICE CHANNELS FOR TIMELY ASSISTANCE.
THANK YOU FOR CHOOSING SANCTUM CO. YOUR TRUST IN OUR CRAFTSMANSHIP IS VALUED
REFUND & CANCELLATION POLICY
SANCTUM. CO
AT SANCTUM CO. WE TAKE GREAT PRIDE IN THE CRAFTSMANSHIP AND QUALITY OF EVERY PRODUCT WE OFFER. PLEASE REVIEW OUR REFUND & CANCELLATION POLICY CAREFULLY BEFORE PLACING YOUR ORDER.
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REFUNDS
DUE TO THE CUSTOMIZATION AND HYGIENIC NATURE OF OUR PRODUCTS, ALL SALES ARE FINAL.
REFUNDS OR EXCHANGES ARE ONLY CONSIDERED UNDER THE FOLLOWING EXCEPTIONAL CIRCUMSTANCES:
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THE ITEM RECEIVED IS DEFECTIVE, DAMAGED, OR SIGNIFICANTLY DIFFERENT FROM WHAT WAS ORDERED.
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A PRODUCTION OR SHIPPING ERROR OCCURRED ON OUR SIDE.
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A VALID CLAIM IS SUBMITTED WITHIN 48 HOURS OF RECEIVING THE PRODUCT, ACCOMPANIED BY CLEAR PHOTO OR VIDEO EVIDENCE.
REFUNDS, IF APPROVED, WILL BE PROCESSED BACK TO THE ORIGINAL PAYMENT METHOD USED FOR PURCHASE.
PLEASE ALLOW 5-10 WORKING DAYS FOR THE AMOUNT TO REFLECT IN YOUR ACCOUNT, DEPENDING ON YOUR FINANCIAL INSTITUTION.
2. CANCELLATIONS
ORDERS MAY BE CANCELLED WITHIN 24 HOURS OF PURCHASE, PROVIDED THAT:
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THE ORDER HAS NOT ENTERED PRODUCTION OR BEEN DISPATCHED
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A WRITTEN CANCELLATION REQUEST IS SUBMITTED TO OUR OFFICIAL SUPPORT CHANNEL WITHIN THIS TIME-FRAME.
AFTER 24 HOURS, ALL ORDERS ARE CONSIDERED CONFIRMED AND PROCEED TO PRODUCTION OR PROCESSING, MAKING THEM INELIGIBLE FOR CANCELLATION.
3. EXCHANGES
WE DO NOT PROCESS DIRECT EXCHANGES DUE TO PRODUCT HYGIENE AND CUSTOMIZATION STANDARDS.
IF A REPLACEMENT IS APPROVED UNDER AN EXCEPTIONAL CIRCUMSTANCE (E.G., DAMAGE UPON DELIVERY), A NEW UNIT WILL BE ISSUED AFTER THE DEFECTIVE ITEM HAS BEEN REVIEWED AND VERIFIED BY OUR TEAM.
4. PRODUCT INTEGRITY
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EVERY PRODUCT IS THOROUGHLY INSPECTED BEFORE DISPATCH TO ENSURE IT MEETS QUALITY STANDARDS.
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ANY TAMPERING, ALTERATION, OR MISUSE OF THE PRODUCT VOIDS ELIGIBILITY FOR REFUND OR EXCHANGE.
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COLOR VARIATIONS MAY OCCUR DUE TO LIGHTING OR DEVICE DISPLAY DIFFERENCES; THESE ARE NOT CONSIDERED DEFECTS.
5. CONFLICT RESOLUTION
WE STRIVE TO HANDLE EVERY CONCERN WITH PROFESSIONALISM AND FAIRNESS.
IF YOU ENCOUNTER ANY ISSUE, PLEASE REACH OUT VIA OUR OFFICIAL CUSTOMER SERVICE EMAIL OR CONTACT FORM. ALL CASES WILL BE REVIEWED INDIVIDUALLY, AND OUTCOMES COMMUNICATED PROMPTLY.
SANCTUM CO. RESERVES THE RIGHT TO AMEND OR UPDATE THIS POLICY AS NECESSARY TO ENSURE TRANSPARENCY AND UPHOLD QUALITY STANDARDS.
CONSUMER DATA PRIVACY POLICY
SANCTUM. CO
AT SANCTUM CO. YOUR PRIVACY IS OUR PRIORITY. WE ARE COMMITTED TO PROTECTING YOUR PERSONAL INFORMATION AND ENSURING THAT IT IS COLLECTED, USED, AND STORED LAWFULLY, TRANSPARENTLY, AND SECURELY. THIS POLICY EXPLAINS HOW WE HANDLE YOUR DATA ACROSS ALL OUR PLATFORMS, INCLUDING HERA SANCTUM (HAIR-CARE AND WIGS) AND MOD. (FASHION APPAREL).
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INFORMATION WE COLLECT
WHEN YOU INTERACT WITH OUR WEBSITE, PLACE AN ORDER, OR COMMUNICATE WITH US, WE MAY COLLECT THE FOLLOWING PERSONAL INFORMATION:
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FULL NAME & SURNAME
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BILLING AND SHIPPING ADDRESSES
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CONTACT DETAILS (EMAIL ADDRESS, PHONE NUMBER, AND SOCIAL MEDIA HANDLES IF APPLICABLE)
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PAYMENT DETAILS (PROCESSES SECURELY THROUGH TRUSTED THIRD-PARTY PAYMENT GATEWAYS)
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ORDER AND PURCHASE HISTORY
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PREFERENCES RELATED TO HAIR TYPES, GARMENT SIZING, OR COLOR (WHERE APPLICABLE)
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FEEDBACK, REVIEWS, OR MESSAGES SENT TO OUR CUSTOMER SUPPORT TEAM.
2. HOW WE USE YOUR INFORMATION
YOUR INFORMATION IS COLLECTED AND USED SOLELY FOR THE PURPOSE OF:
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PROCESSING AND FULFILLING YOUR ORDERS
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MANAGING SECURE PAYMENTS AND TRANSACTIONS
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DELIVERING PRODUCTS OR SERVICES PURCHASED
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COMMUNICATING UPDATES ABOUT YOUR ORDER OR SUPPORT REQUESTS
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PROVIDING A PERSONALIZED SHOPPING EXPERIENCE
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COMPLYING WITH APPLICABLE LEGAL, ACCOUNTING, OR REGULATORY OBLIGATIONS
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IMPROVING OUR SERVICES, PRODUCT OFFERINGS, AND DIGITAL EXPERIENCE
WE WILL NEVER SELL, RENT, OR DISCLOSE YOUR PERSONAL INFORMATION TO THIRD PARTIES FOR MARKETING PURPOSES.
3. SHARING INFORMATION
WE ONLY SHARE YOUR PERSONAL INFORMATION WITH TRUSTED AND VERIFIED THIRD PARTIES, WHERE NECESSARY FOR OPERATIONAL PURPOSES. THESE INCLUDE:
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PAYMENT GATEWAYS PROVIDERS FOR SECURE PAYMENT PROCESSING
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COURIER AND LOGISTICS PARTNERS TO FULFILL DELIVERIES
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IT AND HOSTING PROVIDERS TO MAINTAIN WEBSITE FUNCTIONALITY AND SECURITY
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REGULATORY AUTHORITIES, WHERE REQUIRED BY LAW
ALL THIRD-PARTY PARTNERS ARE BOUND BY STRICT CONFIDENTIALITY AND DATA PROTECTION AGREEMENTS TO ENSURE YOUR INFORMATION REMAINS SECURE.
4. DATA SECURITY
WE EMPLOY INDUSTRY-STANDARD SECURITY MEASURES TO PROTECT YOUR PERSONAL DATA FROM UNAUTHORIZED ACCESS, LOSS, MISUSE, OR ALTERATION.
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ALL PAYMENTS ARE PROCESSED THROUGH PCI-DSS COMPLAINT GATEWAYS TO ENSURE ENCRYPTION AND SAFETY.
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SANCTUM CO. DOES NOT STORE FULL CREDIT OR DEBIT CARD DETAILS ON ITS SYSTEM
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PERSONAL INFORMATION IS STORED IN ENCRYPTED DATABASES ACCESSIBLE ONLY TO AUTHORIZED PERSONNEL.
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REGULAR SECURITY AUDITS AND SYSTEM UPDATES ARE PERFORMED TO MAINTAIN PROTECTION.
5. YOUR RIGHTS
IN ACCORDANCE WITH THE PROTECTION OF PERSONAL INFORMATION ACT (POPIA) AND OTHER APPLICABLE DATA LAWS, YOU HAVE THE RIGHT TO:
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ACCESS THE PERSONAL INFORMATION WE HOLD ABOUT YOU
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REQUEST CORRECTION OF ANY INACCURATE OR INCOMPLETE DATA
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REQUEST DELETION OF YOUR PERSONAL INFORMATION (WHERE LEGALLY PERMISSIBLE)
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WITHDRAW CONSENT FOR OPTIONAL COMMUNICATIONS (E.G., NEWSLETTERS OR MARKETING EMAILS)
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LODGE A COMPLAINT WITH THE INFORMATION REGULATOR IF YOU BELIEVE YOUR PRIVACY RIGHTS HAVE BEEN INFRINGED.
TO EXERCISE ANY OF THESE RIGHTS, PLEASE CONTACT US VIA OUR OFFICIAL SUPPORT CHANNELS
6. RETENTION OF INFORMATION
WE RETAIN CUSTOMER DATA ONLY AS LONG AS IT IS NECESSARY FOR:
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ORDER FULFILLMENT AND RECORD-KEEPING,
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COMPLIANCE WITH TAX OR LEGAL OBLIGATION,
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AND BUSINESS PURPOSES ALIGNED WITH CUSTOMER SERVICE AND IMPROVEMENT.
ONCE DATA IS NO LONGER REQUIRED, IT IS SECURELY DELETED OR ANONYMIZED.
7. POLICY UPDATES
SANCTUM CO. RESERVES THE RIGHT TO UPDATE THIS PRIVACY POLICY PERIODICALLY TO REFLECT OPERATIONAL, LEGAL, OR TECHNOLOGICAL CHANGES.
ALL REVISIONS WILL BE POSTED ON OUR WEBSITE WITH AN UPDATED "EFFECTIVE DATE" AT THE TOP OF THE PAGE.
SHIPPING POLICY
SANCTUM. CO
THANK YOU FOR SHOPPING WITH SANCTUM CO.! WE ARE COMMITTED TO DELIVERING YOUR PRODUCTS QUICKLY, SAFELY, AND IN PERFECT CONDITION. PLEASE READ THE DETAILS OF OUR SHIPPING AND DELIVERY POLICY BELOW:
1. SHIPPING LOCATIONS
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WE CURRENTLY SHIP WITHIN [SOUTH AFRICA/ YOUR PRIMARY REGION].
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FOR INTERNATIONAL ORDERS, PLEASE CONTACT US AT SANCTUMCO.TEAM@GMAIL.COM TO CONFIRM AVAILABILITY, SHIPPING OPTIONS, AND RATES.
2.PROCESSING TIMES
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HERA SANCTUM WIGS: UNITS TAKE 2-5 WORKING DAYS TO PROCESS BEFORE SHIPMENT.
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MOD GARMENTS: ALL APPAREL IS CUSTOM MADE WITH A LEAD TIME OF 10-15 WORKING DAYS (EXCLUDING WEEKENDS AND PUBLIC HOLIDAYS)
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ONCE YOUR ORDER IS PROCESSED, YOU WILL RECEIVE A CONFIRMATION EMAIL WITH TRACKING INFORMATION.
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PLEASE NOTE THAT PEAK SEASONS OR PROMOTIONAL EVENTS MAY SLIGHTLY EXTEND PROCESSING TIMES.
3. SHIPPING FEES
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SHIPPING COSTS ARE CALCULATED AT CHECKOUT BASED ON YOUR DELIVERY LOCATION AND CHOSEN SHIPPING METHOD.
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ANY ADDITIONAL CHARGES (CUSTOMS, DUTIES, OR INTERNATIONAL FESS) ARE THE RESPONSIBILITY OF THE CUSTOMER.
4. PACKAGING
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ALL PRODUCTS ARE CAREFULLY PACKAGED TO PREVENT DAMAGE DURING TRANSIT.
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WE STRIVE TO USE ECO-FRIENDLY AND RECYCLABLE MATERIALS WHEREVER POSSIBLE.
5. ORDER TRACKING
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ONCE YOUR ORDER HAS BEEN DISPATCHED, YOU WILL RECEIVE A TRACKING NUMBER VIA EMAIL OR SMS.
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THIS ALLOWS YOU TO MONITOR YOUR DELIVERY PROGRESS UNTIL YOUR ORDER REACHES YOUR DOORSTEP.
6. DAMAGED OR LOST ORDERS
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IF YOUR ORDER ARRIVES DAMAGED, PLEASE CONTACT US WITHIN 48 HOURS AT SANCTUMCO.TEAM@GMAIL.COM. INCLUDE PHOTOS OF DAMAGED PRODUCT AND PACKAGING.
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FOR LOST PARCELS, WE WILL COLLABORATE WITH OUR COURIER PARTNERS TO RESOLVE THE ISSUE PROMPTLY.
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SANCTUM CO. IS NOT RESPONSIBLE FOR DELAYS CAUSED BY COURIER SERVICES BEYOND OUR CONTROL.
7. ADDRESS ERRORS & FAILED DELIVERIES
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PLEASE ENSURE YOUR SHIPPING INFORMATION IS ACCURATE BEFORE COMPLETING YOUR ORDER.
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IF AN INCORRECT ADDRESS CAUSES A FAILED DELIVERY, ADDITIONAL FEES MAY APPLY FOR RE-SHIPPING.
8. ADDITIONAL NOTES
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CUSTOM OR PERSONALIZED PRODUCTS ARE NON-REFUNDABLE UNLESS DAMAGED OR DEFECTIVE.
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DELIVERY TIMES MAY VARY DEPENDING ON SUPPLIER STOCK LEVELS, COURIER AVAILABILITY, OR UNFORESEEN CIRCUMSTANCES.
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WE RESERVE THE RIGHT TO UPDATE THIS POLICY AS NEEDED, CHANGES WILL BE REFLECTED ON OUR WEBSITE.
EFFECTIVE DATE: NOVEMBER 2025
CONTACT: SANCTUMCO.TEAM@GMAIL.COM |