Refund policy

At Julia Sabery, we want you to be completely satisfied with your purchase of our knitted garments. If for any reason you’re not happy with your order, we offer a straightforward returns, refunds, and exchange process, subject to the terms and conditions outlined below. Please read this policy carefully before initiating a return or exchange.

1. Returns and Refunds

We offer returns and refunds on eligible items, provided the following conditions are met:

  • Notification Period: You must notify us of your intent to return the item within 14 days of receiving your order. Notifications can be made by contacting our customer service team at info@sabery.co, ensuring the email subject states REFUND followed by your order number.
  • Item Condition: The item must be unused, in its original condition, and free from any damage, stains, odours, or signs of wear. All original tags and labels must be intact.
  • Proof of Purchase: You must provide proof of purchase (e.g., order confirmation email or receipt) to process your return.
  • Return Shipping Costs: The customer is responsible for the cost of return shipping. We recommend using a trackable shipping method, as we are not liable for items lost or damaged during return transit.
  • Refund Amount: Once the returned item is received and inspected, we will issue a refund for the item’s purchase price, less the original transaction fee (e.g., payment processing fees charged by our payment provider). The refund will be processed to your original payment method within 5–10 business days of receiving the returned item.
  • Non-Refundable Items: Shipping fees and gift cards are non-refundable.

2. Exchanges

We are happy to offer exchanges for eligible items, subject to the following conditions:

  • Eligibility: The item must meet the same conditions as for returns (unused, undamaged, with original tags and notified within 14 days of receipt).
  • Exchange Process:
    • Contact our customer service team at info@sabery.co within 14 days of receiving your order to request an exchange. Ensure the email subject states EXCHANGE followed by your order number.
    • You will need to return the original item to us at your own expense. We recommend using a trackable shipping method, as we are not liable for items lost or damaged during return transit.
    • Once we receive and inspect the returned item, we will dispatch the new item (subject to availability). If the requested item is not available, we will offer a refund or store credit at your discretion.
  • Shipping Costs for Exchanges: The customer is responsible for all shipping costs associated with the exchange, including the cost of returning the original item and the shipping cost for the new item.
  • Price Differences: If the new item is more expensive, you will be required to pay the difference. If the new item is less expensive, we will refund the difference, less the transaction fee.

3. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact our customer service team at info@sabery.co within 14 days of receiving your order to request a return or exchange.
  2. Provide your order number and a brief reason for the return or exchange.
  3. We will provide you with a return address and any additional instructions. Please do not send items back without prior authorization.
  4. Package the item securely, including all tags and labels, and ship it to the provided address using a trackable shipping method.
  5. For exchanges, we will dispatch the new item once the original item is received and inspected. For refunds, we will process the refund (less the transaction fee) within 5–10 business days of receiving the item.

4. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately within 48 hours of receiving your order at info@sabery.co. Provide your order number and photos of the issue, and we will investigate promptly. If the item is confirmed to be faulty or incorrect:

  • We will provide a prepaid return shipping label (if applicable) or reimburse reasonable return shipping costs.
  • You may choose a full refund (including the original transaction fee and shipping costs) or an exchange for a replacement item, with shipping costs for the replacement covered by us.

5. Non-Returnable Items

The following items are not eligible for returns or exchanges:

  • Items that have been used, worn, washed, or damaged.
  • Items without original tags and labels.
  • Items returned after the 14-day notification period.
  • Gift cards or promotional items.

6. International Returns

For international orders, the same return and exchange conditions apply. Customers are responsible for all return shipping costs, including any customs duties, taxes, or fees associated with the return. We recommend checking with your local customs office before returning items to understand any additional costs.

7. Contact Us

If you have any questions about our Returns, Refunds and Exchange Policy or need assistance with a return or exchange, please contact us at:

8. Policy Updates

We reserve the right to update or modify this Returns, Refunds and Exchange Policy at any time. Any changes will be reflected on our website, and the updated policy will apply to all purchases made after the revision date.