Refund and Returns Policy

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Return & Refund Policy

Thank you for shopping with Saraya Moda. We want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions under which products may be returned, exchanged, or refunded.

By placing an order through our website, you agree to the terms outlined below.

2. Non-Returnable Items

The following items cannot be returned unless they are defective, damaged, or incorrect:

Personalized or custom-made products.
Gift cards.
Digital products or downloadable content.
Clearance or final sale items (where permitted by law).
Earrings or other jewelry intended for personal use that has been opened, where restricted for hygiene or health reasons.
Products showing signs of wear, damage, alteration, or misuse.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include:

Your order number.
A description of the issue.
Clear photographs of the product and packaging.

We will review your request and, if approved, offer one of the following remedies:

Replacement.
Exchange.
Store credit.
Full refund.

4. How to Request a Return

To initiate a return:

Contact our customer support team.
Provide your order number and reason for the return.
Wait for return authorization and instructions.
Package the item securely.
Ship the item to the return address provided.

Returns sent without prior authorization may not be accepted.

5. Return Shipping

Unless the return is due to our error (such as a damaged, defective, or incorrect item), customers are responsible for return shipping costs.

We recommend using a trackable shipping service and purchasing shipping insurance for higher-value items, as we are not responsible for returns lost in transit.

6. Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Shipping charges are generally non-refundable unless the return is due to our error or where required by applicable law.

7. Exchanges

If you would like a different size, color, or eligible replacement item, please contact us.

Exchanges are subject to product availability. If the requested item is unavailable, we may offer a refund or store credit.

8. Marketplace Orders

Some products on our website are sold by independent marketplace sellers.

For marketplace purchases:

Return eligibility may vary by seller.
Seller-specific policies may apply in addition to this policy.
Refunds may be issued by the seller or processed through our marketplace platform, depending on the circumstances.

If you need assistance, our customer support team is available to help coordinate the process.

9. Order Cancellations

Orders may be cancelled before they have been processed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process outlined in this policy.

10. Late or Missing Refunds

If you have not received your refund:

Check your bank account or payment method.
Contact your credit card provider or payment service, as processing times may vary.
Contact your bank.
If you still have not received your refund after these steps, please contact our customer support team.

11. Fraud Prevention

We reserve the right to refuse returns, exchanges, or refunds if we suspect fraud, abuse of our return policy, unauthorized purchases, or other unlawful activity.