Due to the artisanal, limited-edition, and handmade nature of San Gairo garments, our returns protocol is strictly managed to ensure the integrity of our pieces. Please review our policy carefully.
1. Return Eligibility & Categories
Eligibility for returns or exchanges is entirely dependent on the classification of the product purchased:
- Standard Products: Eligible for return or exchange within 7 days of delivery, provided they meet our condition requirements.
- Handmade & One-of-One Products: Due to their unique, non-replicable nature, these items are strictly non-returnable and non-refundable unless materially defective upon arrival.
- Made-to-Order Products: Customised or bespoke orders are final sale. We cannot accept returns on items crafted specifically to your measurements or specifications.
- Limited-Edition & Archive Sale Products: Items sold during promotional periods, archive sales, or clearly marked as final sale cannot be returned.
2. Condition of Returned Garments
For a return to be authorised and a refund processed, the garment must be:
- Unworn, unwashed, and unaltered.
- Free of makeup, fragrance, deodorant, or any other marks.
- Returned in its exact original luxury packaging.
- Accompanied by all original tags, authenticity cards, and proof of purchase.
San Gairo reserves the right to reject any return that fails to meet these rigorous standards. Rejected returns will be sent back to the customer at their expense.
3. Return Procedure
To initiate a return for an eligible item:
- Contact us at Connect.sangairo@gmail.com within the eligible time window, stating your order number and reason for return.
- Await written approval and return shipping instructions from our team.
- Dispatch the item using a secure, trackable courier service. The customer is responsible for all return shipping costs.
4. Refund Processing
Upon receiving your return, our quality control team will inspect the garment. If approved, a refund will be issued to the original payment method within 7 to 10 business days. Please note that original shipping charges, customs duties, and taxes are non-refundable.
5. Exchanges
Exchanges are subject to inventory availability. If you require a different size for a standard product, please follow the return procedure and specify your exchange request. If the requested item is unavailable, a refund will be processed instead.
6. Damaged, Defective or Incorrect Products
If you receive a garment that is defective, damaged in transit, or materially different from the product description, you must contact us within 48 hours of delivery. We will arrange for the item to be inspected and, if verified as our error, will provide a full refund, replacement, or repair at our expense.
Note: Slight variations in handmade items do not constitute a defect.
7. International Returns
International returns must be clearly marked as "Returned Goods" on all customs documentation. San Gairo is not responsible for any customs duties or taxes incurred on returned shipments due to incorrect declaration. We do not refund international customs charges or local taxes paid upon initial delivery.