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.

Requests for earlier dispatch or delivery made after an order has been placed will not be accommodated and shall not constitute valid grounds for cancellations, refunds, disputes, or chargebacks.

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, embroidery, and hand-finished details.

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, cosmetics, 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.

Due to differences in screen settings, device displays, photography, lighting conditions, and dye lots, slight variations in colour, shade, texture, embroidery placement, embellishment placement, or overall appearance may occur and shall not constitute a defect or grounds for a return, refund, exchange, dispute, or chargeback.

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, transit marks, dust stains, or minor stains that can be reasonably removed through standard professional cleaning

may occasionally occur during handling, packing, transit, customs inspections, or other stages of the delivery process.

Such issues are considered minor and do not constitute a manufacturing defect or a materially faulty item.

Where a minor stain, mark, or repairable issue is reported within the required reporting period, SARAZARA LTD may, at its sole discretion, offer reasonable reimbursement towards local professional cleaning, repair, restoration, or reattachment of embellishments where appropriate.

Customers may be advised to have such minor issues professionally resolved locally rather than returning the item.

Where SARAZARA LTD advises a customer to pursue local repair, reattachment of embellishments, professional cleaning, restoration, or minor alterations as a resolution, the customer may be required to provide reasonable evidence that such steps were undertaken.

Such evidence may include photographs, invoices, receipts, or written confirmation from a tailor, repair specialist, alteration service, or professional cleaner.

Failure to provide reasonable evidence that the recommended resolution was reasonably attempted may result in SARAZARA LTD declining any request for further remedies, compensation, refunds, exchanges, store credit, disputes, or chargebacks relating to the same issue.

SARAZARA LTD reserves the right to determine whether an issue qualifies as a minor and repairable issue or requires further resolution.

Fault Reporting & Inspection Upon Delivery

Customers must thoroughly inspect their order immediately upon delivery.

Any concerns regarding damage, defects, stains, missing embellishments, missing items, incorrect items, or any other discrepancy must be reported to SARAZARA LTD within 24 hours of the confirmed delivery time.

Reports submitted after the 24-hour reporting period will not be accepted, as the condition of the item at the time of delivery can no longer be independently verified.

Customers must provide clear photographic and/or video evidence showing:

The issue being reported
The condition of the item as received
The original packaging, where applicable

As international shipments may pass through multiple courier facilities, customs inspections, security checks, warehouses, and handling points before delivery, SARAZARA LTD cannot be held responsible for stains, marks, damage, missing embellishments, or other issues reported after the 24-hour inspection period.

Failure to report an issue within 24 hours of delivery shall constitute confirmation that the order was received in satisfactory condition and free from any material defects, damage, stains, or discrepancies.

SARAZARA LTD reserves the right to reject any claim where:

The issue was reported outside the 24-hour reporting period
Sufficient evidence is not provided
The item has been worn, washed, altered, repaired, cleaned, or otherwise handled beyond initial inspection
The issue cannot be reasonably verified as having existed at the time of delivery

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)

Occasion Dates & Time-Sensitive Requirements

Customers are solely responsible for ensuring that sufficient time is available for production, delivery, alterations, cleaning, repairs, or any other post-delivery adjustments that may reasonably be required.

Any occasion date, wedding date, travel date, event date, or required wear date communicated by the customer shall be treated as informational only and shall not create any guarantee, warranty, or additional obligation beyond the delivery timelines expressly stated by SARAZARA LTD.

Where a reasonable resolution is available, a customer's personal event date, occasion date, travel date, or intended wear date shall not affect the resolution offered by SARAZARA LTD.

The inability to complete a repair, alteration, cleaning, exchange, replacement, or other resolution before a customer's intended occasion shall not constitute grounds for a refund, cancellation, chargeback, rejection of a reasonable resolution, or demand for alternative compensation.

SARAZARA LTD shall not be responsible for losses, expenses, inconvenience, disappointment, missed events, missed occasions, travel arrangements, photography sessions, weddings, celebrations, or any consequential damages arising from a customer's inability to use an item for a specific date or event.

Where an order has been dispatched within the stated dispatch timeline, SARAZARA LTD shall not be responsible for any delay, missed occasion, missed event, travel arrangement, or consequential loss arising from courier transit times, customs processing, delivery delays, failed delivery attempts, or any other circumstances beyond SARAZARA LTD's reasonable control.

Resolution Acceptance

Where SARAZARA LTD offers a resolution to a customer complaint, including but not limited to a repair, replacement, reimbursement, professional cleaning allowance, alteration allowance, store credit, partial refund, goodwill gesture, or any other remedy, and the customer accepts or utilizes such resolution, the matter shall be deemed fully and finally resolved.

Acceptance or utilization of any remedy offered by SARAZARA LTD constitutes full and final settlement of the reported issue.

Once a resolution has been accepted or implemented, no further claims, requests for additional compensation, alternative remedies, refunds, exchanges, store credit, disputes, chargebacks, or related complaints concerning the same issue will be considered.

SARAZARA LTD reserves the right to reject any subsequent claim relating to an issue for which a resolution has already been agreed upon and provided.

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 odour, perfume, smoke, or any scent
Have been worn, washed, altered, or repaired
Are returned without original tags

Rejected items may be returned to the customer at their expense.

Customized Items

All customized, made-to-measure, altered, or specially produced 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.

Customers are solely responsible for the accuracy of any measurements, sizing information, specifications, or instructions provided.

Any garment produced in accordance with the measurements, sizing instructions, or specifications provided by the customer shall not be considered faulty solely because the customer is dissatisfied with the resulting fit.

Sizing, Measurements & Customer Instructions

Customers are responsible for selecting the appropriate size using SARAZARA LTD's published size charts.

Where a customer requests alterations to standard sizing, custom sizing, made-to-measure production, or any deviation from the published size chart, the customer must provide clear, complete, and accurate measurements and instructions.

General statements, assumptions, estimates, body proportions, height, weight, age, body type descriptions, previous clothing sizes, or requests such as "adjust accordingly", "make it fit like my previous order", "size it based on my height", or similar instructions shall not be considered measurements and shall not constitute sufficient sizing information.

If a customer wishes to alter specific measurements from a standard size, the customer must clearly identify the exact measurements to be changed and provide the desired finished measurements for the garment.

Where a customer is uncertain about sizing, SARAZARA LTD may provide guidance; however, all final sizing decisions, measurements, and instructions remain the sole responsibility of the customer.

SARAZARA LTD shall not be responsible for fit issues, sizing preferences, comfort preferences, styling preferences, or dissatisfaction resulting from inaccurate, incomplete, estimated, assumed, ambiguous, conflicting, or customer-supplied measurements or instructions.

Special Requests & Customer Preferences

Any special request, preference, styling suggestion, modesty requirement, religious requirement, fit preference, coverage preference, or other customer instruction provided during the ordering process shall be considered a request only and shall not form part of the order unless expressly confirmed in writing by SARAZARA LTD prior to the order being placed.

Examples include, but are not limited to, requests relating to hijab compatibility, modest styling, additional coverage, sleeve length, neckline adjustments, garment length, fit preferences, body coverage, styling modifications, or any other customization not expressly offered as part of the product description.

Customers must not assume that SARAZARA LTD will interpret, implement, or accommodate any special request unless written confirmation has been provided by an authorized representative of SARAZARA LTD before the order is placed.

SARAZARA LTD shall have no obligation to seek clarification, request additional information, interpret ambiguous instructions, or contact the customer regarding unconfirmed special requests, measurements, preferences, or order notes.

Failure by SARAZARA LTD to expressly confirm a special request in writing shall mean that the garment will be produced according to the product description, standard specifications, selected size, and any approved custom measurements only.

Dissatisfaction arising from unconfirmed special requests, assumptions, expectations, personal preferences, modesty requirements, styling preferences, or coverage requirements shall not constitute a fault, defect, misrepresentation, or grounds for a refund, exchange, dispute, or chargeback.

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.

Orders refused, abandoned, unclaimed, or returned due to non-payment of customs duties, taxes, import charges, or failure to accept delivery shall not be eligible for a refund. Any costs incurred by SARAZARA LTD in connection with such returns may be deducted from any discretionary refund where applicable.

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
Requests for earlier dispatch or delivery made after an order has been placed
Delays, disruptions, delivery exceptions, customs processing delays, failed delivery attempts, operational issues, service interruptions, or other events attributable to third-party courier companies or logistics providers after dispatch
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 the financial institution.

Additional Conditions

Shipping charges are non-refundable.
Bank fees, payment gateway charges, and currency conversion differences are non-refundable.
Refund timelines depend on third-party financial institutions and are outside SARAZARA LTD's control.

4. Final Clause

Customers agree to contact SARAZARA LTD and allow a reasonable opportunity to investigate and resolve any concern before initiating a payment dispute, chargeback, or payment reversal with their financial institution.

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.