Refund and Returns Policy
At Sartor & Co., we take great pride in crafting luxury clothing and premium handbags that meet the highest standards of quality. Every piece is carefully inspected before dispatch to ensure it reaches you in impeccable condition.
If you are not completely satisfied with your purchase, please review our return policy below.
1. Eligibility for Returns
We accept returns for eligible items within 14 days of the date your order is delivered.
To qualify for a return, items must:
- Be unworn, unused, and unwashed.
- Be in their original condition.
- Include all original tags attached.
- Be returned with the original packaging, dust bags, authenticity cards, and accessories (where applicable).
- Be free from stains, fragrances, makeup, deodorant marks, pet hair, or any other signs of wear.
Sartor & Co. reserves the right to reject returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene and quality assurance reasons, the following items cannot be returned unless faulty:
- Gift cards
- Personalised or custom-made products
- Limited edition or made-to-order pieces
- Items marked as “Final Sale” or “Non-Returnable”
- Products with damaged or removed security seals
3. Return Process
To initiate a return:
- Contact our Customer Care team within 14 days of receiving your order.
- Provide:
- Order number
- Full name
- Reason for return
- Once approved, return instructions will be sent via email.
- Ship the item within 7 days of receiving return approval.
Returns sent without prior authorisation may not be accepted.
4. Return Shipping
Unless the item is faulty or incorrectly supplied:
- Customers are responsible for return shipping costs.
- We strongly recommend using a fully tracked and insured courier service.
- Sartor & Co. is not responsible for returns lost or damaged during transit.
5. Inspection
All returned products undergo a quality inspection upon arrival.
If the returned item does not satisfy our return requirements, we may:
- Decline the return.
- Return the item to the customer.
- Apply a partial refund where legally permissible.
6. Refunds
Once your return has been inspected and approved:
- Refunds will be issued to the original payment method.
- Processing typically takes 5–10 business days after approval.
- Your bank or payment provider may require additional processing time.
Original delivery charges are non-refundable unless required by applicable UK consumer law or where the item is faulty.
7. Exchanges
We currently do not offer direct exchanges.
If you require another size, colour, or style, please:
- Return your original item.
- Place a new order separately.
This ensures the fastest possible service.
8. Faulty or Incorrect Items
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Where a manufacturing fault is confirmed, Sartor & Co. will arrange an appropriate remedy in accordance with your statutory rights.
9. Luxury Handbags
Luxury handbags must be returned with:
- Original dust bag
- Protective packaging
- Authenticity cards (if provided)
- All accessories and straps
- Security tags intact
Returns may be refused if authenticity or condition cannot be verified.
10. Clothing Returns
Clothing must be returned:
- With all tags attached.
- Without alterations.
- Free from perfume, smoke, deodorant, makeup, stains, or signs of wear.
11. International Returns
Customers outside the United Kingdom are responsible for:
- Return shipping costs
- Customs duties
- Import/export charges
- Local taxes associated with returning products
Any customs fees incurred due to an improperly declared return may be deducted from the refund where legally permitted.
12. Consumer Rights
Nothing in this Return Policy limits or excludes your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, where applicable.
13. Refund Exceptions
Refunds may be reduced or declined if:
- Items are returned damaged.
- Original packaging is missing.
- Products show signs of wear.
- Security tags have been removed.
- Required accessories are not included.
14. Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your payment provider.
- Contact your bank, as processing times may vary.
If the refund is still outstanding after these steps, please contact our Customer Care team.
15. Contact Us
For all return enquiries, please contact:
Sartor & Co. Customer Care
Email: support@sartorandco.com
Website: www.sartorandco.com
Please include your order number in all correspondence to help us assist you more efficiently.
Thank you for choosing Sartor & Co.
We appreciate your trust and remain committed to providing exceptional craftsmanship, premium quality, and outstanding customer service.Return & Refund Policy
Effective Date: [Insert Date]
At Sartor & Co., we take great pride in crafting luxury clothing and premium handbags that meet the highest standards of quality. Every piece is carefully inspected before dispatch to ensure it reaches you in impeccable condition.
If you are not completely satisfied with your purchase, please review our return policy below.
1. Eligibility for Returns
We accept returns for eligible items within 14 days of the date your order is delivered.
To qualify for a return, items must:
- Be unworn, unused, and unwashed.
- Be in their original condition.
- Include all original tags attached.
- Be returned with the original packaging, dust bags, authenticity cards, and accessories (where applicable).
- Be free from stains, fragrances, makeup, deodorant marks, pet hair, or any other signs of wear.
Sartor & Co. reserves the right to reject returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene and quality assurance reasons, the following items cannot be returned unless faulty:
- Gift cards
- Personalised or custom-made products
- Limited edition or made-to-order pieces
- Items marked as “Final Sale” or “Non-Returnable”
- Products with damaged or removed security seals
3. Return Process
To initiate a return:
- Contact our Customer Care team within 14 days of receiving your order.
- Provide:
- Order number
- Full name
- Reason for return
- Once approved, return instructions will be sent via email.
- Ship the item within 7 days of receiving return approval.
Returns sent without prior authorisation may not be accepted.
4. Return Shipping
Unless the item is faulty or incorrectly supplied:
- Customers are responsible for return shipping costs.
- We strongly recommend using a fully tracked and insured courier service.
- Sartor & Co. is not responsible for returns lost or damaged during transit.
5. Inspection
All returned products undergo a quality inspection upon arrival.
If the returned item does not satisfy our return requirements, we may:
- Decline the return.
- Return the item to the customer.
- Apply a partial refund where legally permissible.
6. Refunds
Once your return has been inspected and approved:
- Refunds will be issued to the original payment method.
- Processing typically takes 5–10 business days after approval.
- Your bank or payment provider may require additional processing time.
Original delivery charges are non-refundable unless required by applicable UK consumer law or where the item is faulty.
7. Exchanges
We currently do not offer direct exchanges.
If you require another size, colour, or style, please:
- Return your original item.
- Place a new order separately.
This ensures the fastest possible service.
8. Faulty or Incorrect Items
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Where a manufacturing fault is confirmed, Sartor & Co. will arrange an appropriate remedy in accordance with your statutory rights.
9. Luxury Handbags
Luxury handbags must be returned with:
- Original dust bag
- Protective packaging
- Authenticity cards (if provided)
- All accessories and straps
- Security tags intact
Returns may be refused if authenticity or condition cannot be verified.
10. Clothing Returns
Clothing must be returned:
- With all tags attached.
- Without alterations.
- Free from perfume, smoke, deodorant, makeup, stains, or signs of wear.
11. International Returns
Customers outside the United Kingdom are responsible for:
- Return shipping costs
- Customs duties
- Import/export charges
- Local taxes associated with returning products
Any customs fees incurred due to an improperly declared return may be deducted from the refund where legally permitted.
12. Consumer Rights
Nothing in this Return Policy limits or excludes your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, where applicable.
13. Refund Exceptions
Refunds may be reduced or declined if:
- Items are returned damaged.
- Original packaging is missing.
- Products show signs of wear.
- Security tags have been removed.
- Required accessories are not included.
14. Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your payment provider.
- Contact your bank, as processing times may vary.
If the refund is still outstanding after these steps, please contact our Customer Care team.
15. Contact Us
For all return enquiries, please contact:
Sartor & Co. Customer Care
Email: support@sartorandco.com
Website: www.sartorandco.com
Please include your order number in all correspondence to help us assist you more efficiently.
Thank you for choosing Sartor & Co.
We appreciate your trust and remain committed to providing exceptional craftsmanship, premium quality, and outstanding customer service.
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