Returns & Refunds

Last updated: 29 July 2026

We want you to feel confident in your purchase. In addition to any rights that apply under mandatory consumer law, Sarino offers a voluntary 30-day return window beginning on the date your order is delivered.

Return eligibility

To qualify for a return, an item must be unworn, unused, unwashed and in resalable condition, with all original labels, accessories and packaging included. You may inspect an item as you reasonably would in a physical shop, but excessive handling, wear, odour, damage or missing components can reduce or remove eligibility where permitted by law.

Items that cannot be returned

Unless faulty or otherwise protected by mandatory law, returns may be refused for personalised or made-to-order items, gift cards, final-sale items clearly marked as non-returnable before purchase, and sealed hygiene-sensitive goods after the seal has been removed.

How to start a return

1. Contact Client Services within 30 days after delivery.
2. Include your order number, the item concerned and the reason for the return.
3. Wait for return instructions and the authorised return address before sending anything.

Returns sent without authorisation or to an address not provided by Sarino may be delayed or refused. Keep your shipping receipt and tracking number until the refund is complete.

Return shipping

For a change-of-mind return, the customer is normally responsible for return shipping. If an item is confirmed as faulty, damaged on arrival or incorrect, Sarino will provide an appropriate remedy and cover reasonable return costs where required.

Refunds

After a return is received, we inspect it and notify you of the outcome. Approved refunds are issued to the original payment method. We aim to process an approved refund within 10 business days; your bank or payment provider may take additional time to show the funds.

Original delivery charges and upgraded shipping costs are not normally refundable for voluntary returns, except where mandatory law requires otherwise. We do not charge a restocking fee for an eligible return.

Exchanges

Direct exchanges are not guaranteed. The quickest option is usually to return the original item and place a new order for the preferred size or style.

Damaged, faulty or incorrect items

Contact us promptly after delivery and include clear photos of the item, packaging and shipping label. Do not discard the product or packaging until we have reviewed the issue. This policy does not limit any mandatory rights or legal guarantees available in your country.

Refused and unclaimed parcels

A refused or unclaimed parcel is not automatically treated as an approved return. Reasonable carrier, duty or return costs that Sarino cannot recover may be deducted from a refund where permitted by law.

Mandatory consumer rights

Nothing in this policy excludes or restricts rights that cannot legally be waived. Where local law provides a cancellation period, remedy for faulty goods or other stronger protection, that law takes priority.