We take great care to ensure our items reach you in perfect condition. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.
Exchanges
We hope you are pleased with your selection. If you change your mind and decide you would like a different colour/design/product, please follow the steps outlined below (under ‘returns’) to exchange your order.
Please note: return postage/packaging for the original order, and postage/packaging for the replacement item, are the responsibility of the Customer.
Returns
We hope you will be delighted with your order; however, we understand that there are occasions where you may wish to return items and we are happy to assist according to the Consumer Rights Act of October 2015.
You must notify us of your wish to return a product within 7 days of receipt of the goods. Please note we cannot accept returns that are not in their original condition or packaging, or any product that has been manufactured to your specifications is non-returnable.
You can contact us at: sales@saerima.co.uk . Please have your order number to hand when contacting us so we can find your order and help with your query.
Please DO NOT return items without first confirming it with us, as this could delay processing your refund or replacement.
Our return address is: Saerima Ltd, 420 Victory Business Centre, Portsmouth, Hampshire. PO1 1PJ.
How to return an item
All goods must be returned unused, in their original packaging and the condition in which they were received, including the outer box – otherwise we withhold the right to a refund.
Please ensure that your order number is included with the return, otherwise this could lead to a delay in processing your refund.
Items that come in individual boxes must be returned with all correct packaging and parts.
Please obtain a proof of postage on any return, as we cannot be held liable for any returned items lost in transit on their way back to us.
Any cost of returning an item is the responsibility of the customer. If for any reason you wish to return your unused purchase, please send your items to the address on the website (see contact page) in the original packaging with a covering letter or order number, within 7 days from receiving your order.
Please note: return postage/packaging for the original order, and postage/packaging for the replacement item, are the responsibility of the Customer
Refunds
We are not able to issue refunds for goods that are not returned in the condition and packaging in which they were received.
Once we confirm receipt of the returned item and it is checked, we will issue a refund for the amount that was paid for the item, excluding the cost of initial delivery incurred by ourselves within 14 days. A refund can only be credited back to the original card or method used to purchase the items.
Refunds for items received as gifts can only be given to the original purchaser.
If an item is returned to us after our returns period has ended, and/or without advising us first, we are unable to offer a refund. Please remember it can take some time for your bank or credit card company to process and post the refund too, it might take 5-7 days to appear on your bank statement.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@saerima.co.uk.
Contact us at sales@saerima.co.uk for questions related to refunds and returns.