When can an item be returned?

Please contact us if an item arrives damaged, defective, incorrect, spurious, or materially different from its product description or agreed features. Share the order details and supporting information so we can assess the issue and explain the appropriate remedy.

For a change-of-mind return, eligibility depends on the return terms clearly shown on the relevant product page or provided with the order. Do not assume that every product is eligible for a change-of-mind return; contact us before shipping an item back if the terms are unclear.

Any stated product-specific return period and conditions apply to voluntary returns, subject to applicable law. A request relating to defective, incorrect or non-conforming goods will be assessed under the rights available to the customer under applicable law.

Beauty, skincare and personal-care products

For hygiene and product-safety reasons, opened or used cosmetics, skincare, consumables and personal-care products may not be eligible for a voluntary change-of-mind return. Please check the product-specific terms before ordering and contact us if you are unsure.

This does not remove rights that apply where an item is defective, damaged, incorrect or materially different from what was advertised or agreed. Please do not continue using a product that appears damaged or unsafe; contact us for guidance.

Return shipping and inspection

We will confirm the approved return method and who is responsible for the return-shipping cost before you send an item back. Where a return is accepted because SARAA supplied an incorrect item or a product is confirmed to be defective, damaged in transit or materially non-conforming, SARAA will arrange or cover reasonable return shipping.

For a voluntary return permitted by the product-specific terms, any return-shipping cost and applicable conditions will be communicated before the return is authorised. Please keep the courier receipt and tracking details where applicable.

After the returned item is received, it may be inspected to confirm its condition and the issue reported. We will communicate the decision and available resolution based on the product terms and applicable law.

Refunds

If a refund is approved, it will normally be initiated to the original payment method where that method supports it. If that is not possible, we will contact you to agree an appropriate alternative consistent with applicable requirements.

We will notify you when an approved refund is initiated. The time it takes for the credit to appear can depend on the payment provider or bank. If the expected credit has not appeared, contact us with your order number so we can help check its status.

Refund eligibility is assessed against the reason for the request, the product-specific terms, the order details and applicable law. A sale price alone does not remove any rights that apply by law.

Exchanges and replacement

If you receive the wrong item or an item is damaged or defective, contact us before sending it back. We will assess the issue and explain whether a replacement, exchange, refund or another remedy is available under the product terms and applicable law. A replacement may depend on the relevant product being available.

Order cancellations

If you need to cancel an order, contact SARAA as soon as possible and include your order number. We will check whether the order has already been processed or dispatched and confirm what can be done. If an order has already been dispatched, the return process and applicable rights will apply.

What to include in your request

• Your WooCommerce order number.
• The name of the product and quantity affected.
• A clear explanation of the issue and when you noticed it.
• Photos of the item, packaging or shipping label if relevant and available.
• Your preferred outcome, such as advice, replacement or refund.

Please do not include full card numbers, passwords or other sensitive payment credentials in your message.