Refund Policy
At Sarah London, we are committed to ensuring your satisfaction with every purchase. This policy is designed in accordance with applicable United Kingdom consumer protection laws.
1. Right to Return (30-Day Returns)
You have the right to return eligible items within 30 days of receiving your order.
To be eligible for a return:
- Items must be unused, unworn, and in their original condition
- Items must be returned in original packaging, including all tags and accessories
2. Your Legal Rights
Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015.
If goods are faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or refund.
3. Faulty, Damaged or Incorrect Items
If you receive an item that is:
- Faulty
- Damaged in transit
- Incorrect
Please contact us within 48 hours of delivery.
We will offer:
- A replacement, or
- A full refund
Return shipping costs will be covered by us in these cases.
4. Change of Mind Returns
If you wish to return an item due to a change of mind, incorrect size, or personal preference:
- You must notify us within 30 days of delivery
- The item must meet return conditions
Please note:
- Return shipping costs are the responsibility of the customer
- Original shipping costs are non-refundable
5. How to Request a Return
To initiate a return, please contact us at:
Include:
- Your order number
- Reason for return
- Photo evidence (if applicable)
We will respond with return instructions.
6. Return Shipping
- Returns must be sent using a trackable shipping method
- We are not responsible for items lost in transit without tracking
- Returns sent without prior approval may not be accepted
7. Refunds
Once your return is received and inspected:
- If approved, your refund will be issued to your original payment method
- Refunds are processed within 5–10 business days
Please note:
- Your bank or payment provider may take additional time to process the refund
8. Exchanges
We do not offer direct exchanges.
If you would like a different item, size, or colour:
- Please return your item for a refund
- Place a new order separately
9. Non-Returnable Items
Certain items cannot be returned for hygiene or safety reasons, including:
- Intimate or personal-use items
- Items clearly marked as non-returnable
10. Order Cancellations
Orders may be cancelled within 12 hours of purchase.
After this time, processing may have already begun and cancellation may not be possible.
11. Contact
For all return or refund enquiries:
This policy is designed to be fair, transparent, and compliant with United Kingdom consumer law.