CANCELLATION, RETURN, EXCHANGE & REFUND POLICY
SARAZARA LTD maintains strict policies due to the handmade and made-to-order nature of its products. By placing an order, you acknowledge and agree to all conditions outlined below.
1. Cancellation Policy
Once an order is placed, outfits cannot be changed, modified, or switched to another design.
Customers may request to:
- Cancel an order
- Change size
- Edit billing or shipping details
within 48 hours (2 days) of placing the order.
For online payment orders, cancellations are strictly permitted within 24 hours of order placement only. If a valid cancellation request is made within this timeframe, a full refund will be issued to the original payment method.
After 24 hours, cancellation or refund requests will not be accepted, as the order may have already entered production.
Once production has commenced, cancellations are not possible.
SARAZARA LTD reserves the right to cancel any order prior to dispatch due to stock unavailability, pricing errors, or other operational reasons. In such cases, a full refund will be issued.
Once an order has been shipped, it cannot be cancelled. From this point onward, the Return & Exchange Policy will apply.
2. Return & Exchange Policy
SARAZARA LTD does not offer returns or exchanges under normal circumstances. All purchases are considered final.
Returns or exchanges are only permitted in the rare case where a faulty, damaged, or incorrect item has been delivered.
Nature of Handmade Products
All SARAZARA outfits are handcrafted and feature delicate embellishments, including sequins, beadwork, crystals, and embroidery.
Due to the handmade nature of these products:
- Minor irregularities or slight shedding of embellishments may occur and are not considered defects
- Such elements require careful handling and wear
SARAZARA LTD is not responsible for damage occurring after delivery, including but not limited to:
- Improper handling, storage, or care
- Snagging, pulling, or friction during wear
- Exposure to moisture, perfumes, or external elements
Claims relating to missing embellishments, stains, or damage must be supported by clear evidence that the issue existed at the time of delivery.
Minor Repairable Issues
Due to the delicate and handcrafted nature of our garments, minor issues such as:
- Slight loosening or shedding of embellishments (e.g., sequins, beads, crystals)
- Light surface marks or dust stains that can be easily cleaned
may occasionally occur during handling, packing, or transit.
Such issues are considered minor and do not constitute a manufacturing defect.
In such cases, SARAZARA LTD may, at its discretion, offer reasonable reimbursement for local repair, cleaning, or restoration, where appropriate.
Customers may be advised to have such minor issues professionally resolved locally, rather than returning the item.
SARAZARA LTD reserves the right to determine whether an issue qualifies as minor and repairable or requires further resolution.
Fault Reporting
Customers must report any faulty or damaged item within 24 hours of delivery.
Requests made after this timeframe may not be accepted.
Customers must provide clear photographic or video evidence of the issue at the time of reporting.
Images must clearly show the condition of the item as received, including packaging where applicable.
SARAZARA LTD reserves the right to reject claims where:
- Sufficient evidence is not provided
- The issue cannot be verified as a manufacturing fault
Resolution Options
If a claim is approved after inspection, SARAZARA LTD will provide an appropriate resolution in accordance with applicable consumer protection laws.
This may include repair, replacement, or refund, depending on the nature of the issue.
For minor and repairable issues, SARAZARA LTD may offer reimbursement for repair or cleaning instead of return, exchange, or refund.
Where appropriate, customers may also be offered:
- Exchange for a different in-stock item
- Online store credit equivalent to the value of the item (excluding shipping charges)
Return Requirement
Any approved exchange, store credit, or refund under this policy will only be processed after the item has been returned to SARAZARA LTD and inspected to verify the reported issue.
SARAZARA LTD reserves the right to deny a claim if the returned item does not meet the stated conditions or does not match the reported issue.
Return Conditions
To qualify for an exchange, store credit, or any discretionary refund under this policy:
- The item must be returned to SARAZARA LTD within 14 days of delivery
- The item must be unused, unworn, and in original condition
- All tags and packaging must be intact
Returns received after 14 days of delivery may be rejected.
Non-Acceptable Returns
Items will not be accepted if they:
- Show signs of wear, use, alteration, or handling beyond initial inspection
- Have stains, marks, damage, or water exposure
- Emit body odor, perfume, or any scent
- Have been worn, washed, or altered
- Are returned without original tags
Rejected items may be returned to the customer at their expense.
Customized Items
All customized, made-to-measure, or altered items are strictly non-returnable, non-exchangeable, and non-refundable due to their personalized nature, except in the case of a verified fault or where required under applicable consumer protection laws.
International Orders
- Return shipping costs are the responsibility of the customer
- Original shipping charges are non-refundable
- SARAZARA LTD is not responsible for items lost or damaged during return shipping
Processing Conditions
- Exchanges are processed only after the original item has been received and approved
- Processing timelines may vary depending on product availability
3. Refund Policy
SARAZARA LTD maintains a strict refund policy.
Cancellation-Based Refunds
Refunds are only applicable for online payment orders cancelled within 24 hours of placement.
After 24 hours, refunds will not be issued, as orders may have already entered production.
Non-Refundable Situations
Refunds are not offered for:
- Change of mind
- Incorrect size selection
- Delivery delays where timelines were clearly communicated
- Dissatisfaction after delivery (unless the item is faulty)
- Cases eligible only for exchange or store credit
- Customized, made-to-measure, or altered items (except in the case of a verified fault)
- Any item not returned to SARAZARA LTD within 14 days of delivery, unless required otherwise under applicable consumer protection laws
Refund Processing
- Refunds will be issued to the original payment method used for the transaction wherever possible. SARAZARA LTD reserves the right to determine an appropriate alternative method of refund where necessary
- Refunds will only be processed after the returned item has been received by SARAZARA LTD and approved following inspection
- Processing time: up to 7 working days after approval
- Bank reflection time: 20–25 working days (depending on provider)
Additional Conditions
- Shipping charges are non-refundable
- Bank fees, payment gateway charges, and currency differences are non-refundable
- Refund timelines depend on third-party financial institutions and are outside SARAZARA LTD’s control
4. Final Clause
Failure to comply with this policy shall not constitute valid grounds for a refund, dispute, chargeback, or payment reversal.
By placing an order, you confirm that you have read, understood, and accepted this Cancellation, Return, Exchange & Refund Policy in full.