Refund policy

At Sarando, we want your experience to be as smooth and straightforward as possible. Please review the guidelines below regarding returns, refunds, and the applicable procedures.

General Overview

Return Period: 90 days from the delivery date

Refund Processing Time: Within 14 business days after receiving and inspecting the returned item

Return Shipping Costs: Paid by the customer unless the item is defective, damaged, or incorrectly delivered

Restocking Fees: None

EU Right of Withdrawal

Customers located in the European Union may have a statutory right of withdrawal under applicable consumer protection laws.

This right allows eligible customers to withdraw from their purchase within the applicable withdrawal period after receiving their order without providing a reason.

To submit a withdrawal request, please use our withdrawal form:

Withdrawal Form:

https://www.sarando.uk/pages/withdrawal-form

Please note:

Submitting a withdrawal request does not automatically cancel an order that has already been shipped or delivered.

To receive a refund, the item must be returned according to our return instructions and withdrawal process.

Once the returned item has been received and inspected, we will process the applicable refund.

Return Policy

We accept returns under the following conditions:

Return Period:

You may request a return within 90 days of receiving your order.

Item Condition:

Items must be:

Unused
Undamaged
In original condition
Returned with original packaging and tags where applicable

Proof of Purchase:

A receipt, order confirmation, or order number is required.

Return Shipping Costs

Customers are responsible for arranging and covering return shipping costs unless the item is defective, damaged, or incorrectly delivered.

We do not provide free return labels for change-of-mind returns.

Customers are encouraged to use a reliable and trackable shipping service.

Non-Returnable Items

Certain items may not be eligible for return, including:

Personalized or custom-made products
Products that have been used, damaged, or altered after delivery
Hygiene-related products where applicable, especially if opened or if the protective seal has been broken

For hygiene-sensitive items, eligibility depends on the product type and whether applicable protective seals remain intact.

Damaged or Defective Items

If you receive a damaged or defective product, please contact our customer service team within 48 hours of delivery.

Please include:

Order number
Clear photos of the product
Photos of the packaging if relevant
Description of the issue

After review and approval, we may provide a replacement product or refund.

For approved defective or incorrectly delivered items, return shipping arrangements will be handled according to the situation.

Return Instructions

To initiate a return:

Email: info@sarando.uk

Include:

Order number
Full name
Reason for return

Wait for return instructions from our team.

All returns must be shipped exclusively to the return address provided by our customer service team.

Returns sent to any other address cannot be accepted or processed.

Return Address:

3rd Floor, Building 3, No. 55 Yifeng Road, Xiasha Street, Qiantang District, Hangzhou, Zhejiang Province, 310018, China

Refund Process

Once your returned item has been received and inspected:

Your refund will be processed within 14 business days.
Refunds will be issued through the original payment method.

For applicable EU withdrawal requests, refunds may include:

Product purchase price
Standard outbound shipping costs where required under applicable consumer rules

We may hold the refund until:

The returned item has been received, or
Proof of return shipment has been provided

Contact Information

For questions regarding returns or refunds, please contact our customer service team:

Email: info@sarando.uk

Phone: +31 6 57070794

Business Address: Galgoord 100, Haastrecht 2851 AW, Netherlands