Refund policy

Thank you for shopping with us! We strive to provide high-quality women’s apparel and a pleasant shopping experience for every customer. This Returns & Exchanges Policy clearly outlines the terms and procedures for returns, exchanges, and refunds for all purchases made on our website. Please read the following policy carefully before placing your order. By completing a purchase on our site, you agree to the terms below.

1. Eligible Return & Exchange Period

We DO NOT support returns or exchanges due to change of mind, personal preference, size mismatch, or other non-quality related reasons. Returns and exchanges are only accepted for defective, damaged, faulty items or errors caused by our shipping team. Valid return or exchange requests must be submitted within 30 calendar days from the date you receive your order. Requests exceeding the time limit will not be approved. We strongly recommend customers carefully check size charts, product details and descriptions before purchase, and inspect items immediately after delivery for quality or shipping issues.

2. Return & Exchange Eligibility Rules

Only items with verified quality defects, damage upon arrival, or shipped-in-error issues qualify for returns or exchanges. No non-quality-related returns or exchanges are allowed. All eligible items must meet the following standards:

· All items must be unused, unwashed, unworn, and in original condition with all original tags, labels, and packaging intact.

· No stains, odors, scratches, additional damages, pet hair, or any signs of wear on the products.

· All matching accessories, original bags, and tags must be returned together with the items.

Final Sale & Non-Returnable Policy Note: All orders are final sale for non-quality issues. Clearance items, promotional discounted items and accessories are strictly final sale and cannot be returned or exchanged under any circumstances. This policy is non-negotiable.

3. Non-Returnable & Non-Exchangeable Items

The following categories of items are non-returnable and non-exchangeable due to hygiene regulations and store policy:

· Lingerie, swimwear, and all intimate apparel

· Customized or personalized products

· Discounted final sale items

· Items damaged due to improper washing, wearing, or artificial damage caused by customers

4. Defective, Damaged or Incorrect Items

If you receive defective, damaged, faulty items or incorrect size/style/color due to our shipping error, please contact our customer support within 48 hours upon delivery. You are required to provide clear photos or videos of the product defect, outer package, and shipping label for verification. Once confirmed, we will provide free replacement, full refund, or other reasonable solutions at no extra cost to you.

5. Shipping Fees for Returns & Exchanges

· Our Responsibility (defective item, wrong item, damaged on arrival): We fully cover the return shipping cost and resending fee for verified quality or shipping errors.

· Customer Non-Quality Related Reasons: We do not accept returns or exchanges for personal reasons, including but not limited to size mismatch, personal dislike, wrong purchase, or change of mind. No refund or shipping compensation will be provided for such cases.

6. How to Submit a Return/Exchange Request

Please follow the official steps below to submit a valid return or exchange request:

1. Contact our customer support team via official email: Saraana-Official@outlook.com

2. Provide your valid order number, product name, and clear request (return or exchange).

3. Attach clear photos or videos to prove product defects or shipping errors (if applicable).

4. Wait for our official return authorization and detailed return shipping instructions.

5. Send back the item in accordance with our guidance and provide the return tracking number for confirmation.

Important Note: Any returns sent without prior official authorization from our support team will not be accepted or processed.

7. Refund Processing Timeline

After we receive and inspect your returned items and confirm full compliance with our return standards, we will process your refund within 5–10 business days. The refund will be credited back to your original payment method. Please note that fund arrival time may vary due to bank and payment platform processing delays, which are beyond our control.

8. Exchange Processing

Exchanges are only applicable for items with quality defects, arrival damage or our shipping errors. Exchanges for personal preference, size mismatch or other non-quality reasons are not supported. We will arrange replacement shipment promptly after we verify and confirm your returned item meets our requirements. Exchange fulfillment is subject to real-time product inventory availability.

9. Policy Updates

We reserve the right to update and revise this Returns & Exchanges Policy at any time without prior notice to users. All policy updates will be posted on our official website and take effect immediately upon publication.

10. Contact Us

If you have any questions, doubts or suggestions regarding our return and exchange rules, please feel free to contact our professional customer service team via email:

Email: saraana-official@outlook.com