SACHA RETURNS,REFUNDS AND EXCHANGE POLICY

1. General Policy Overview

At SACHA, we want you to love your purchase. If you are not fully satisfied, we offer exchanges and limited refunds in accordance with the conditions below.
All return requests must be made within 7 working days from the date of delivery.

2. Eligibility for Returns

To be eligible for any return (exchange or refund), items must meet all the following conditions:
• Item must be unused, unworn, unwashed, and unaltered
• Item must be returned in its original packaging, including dust bag, tags, and proof of purchase
• Item must be in pristine condition, with no signs of wear, scratches, stains, or damage
• Items marked as clearance, sale, or personalized products are strictly non-returnable
SACHA reserves the right to reject any return that does not meet these conditions.

3. Unboxing Video Requirement

To support claims for defective, damaged, or incorrect items, customers are required to provide a clear unboxing video.
The video must:
• Be recorded continuously from the moment the parcel is opened
• Be unedited and uninterrupted
• Clearly show the parcel condition, packaging, and item received
Claims without a valid unboxing video may be rejected or may not be eligible for review.

4. Exchange Policy

We accept exchanges within 7 working days from the date of delivery.
You may request an exchange for:
• A different colour or style (subject to stock availability)
• Manufacturing defects
• Incorrect item received
If the requested item is unavailable, a SACHA Gift Card (store credit) will be issued instead.

5. Refund Policy (Limited Cases Only)

Refunds are only applicable under the following conditions:
• Manufacturing defect confirmed upon inspection
• Incorrect item received
• Item is out of stock and cannot be replaced
Refunds will be issued in the form of a SACHA Gift Card, equivalent to the amount paid for the item (excluding shipping fees).
Gift Cards:
• Are valid for 6 months from date of issue
• Can be used for any purchase on SACHA’s website
Clearance, sale, and personalized items are strictly non-refundable.

6. Return Process

To initiate a return, please follow these steps:
1. Email us at [email protected] within 7 working days of receiving your order with:
     o Full Name
     o Order Number
     o Product details (name/colour)
     o Reason for return
     o Unboxing video
2. Our team will review your request and provide return instructions.
3. Ship the item to the address provided in our confirmation email:
     o We recommend using a trackable courier service
     o Return shipping costs are borne by the customer unless the item is confirmed defective or incorrect
4. Once received and inspected, we will process:
     o Exchange, or
     o Issue store credit (gift card), within 7–10 working days

7. Defective or Incorrect Items

If you receive a defective or incorrect item, please notify us within 3 working days at [email protected] with:
• Order Number
• Clear photo(s) showing the issue
• Unboxing video (if available)
Once verified, SACHA will:
• Cover return shipping costs
• Provide a replacement (if stock is available) or issue store credit

8. Important Notes

• SACHA reserves the right to reject any return that does not meet policy requirements
• We are not responsible for lost or damaged parcels during return transit
• All returns must be sent directly to our HQ; retail store returns are not accepted
• Refunds/exchanges are processed only after inspection of returned items

9. Contact Us

For any return-related inquiries, please contact our Customer Service team:
📧 [email protected]