Returns & Exchanges Policy

At Sag, we want you to be completely satisfied with your purchase. Every order is carefully inspected and packaged before shipping to ensure that your products reach you in excellent condition.

Our return and exchange policy applies to all products purchased through our official online store, subject to the terms below.

Eligibility for Returns & Exchanges

A return or exchange may be accepted when:

1. The product arrives damaged, defective, or faulty.
2. The product received is different from the product ordered.
3. The product does not reasonably match the description shown on our website.
4. The product has an issue that affects its intended use.

To be eligible, the product must be returned in its original condition, with its original packaging whenever possible.

Requesting a Return or Exchange

To request a return or exchange, please contact us through WhatsApp using the number provided with your order, or through our Contact Us page.

Please provide:

1. Your order number.
2. Your name and phone number.
3. Your city and delivery address.
4. Clear photos or videos showing the issue with the product.
5. A brief description of the reason for the return or exchange.

Providing clear photos or videos helps us review your request and resolve it as quickly as possible.

Review & Approval

Return and exchange requests are reviewed within 3 business days of receiving the request and the required information.

If your request is approved, our delivery team or courier will arrange collection of the product within approximately 3–5 business days, depending on your location.

Damaged or Defective Products

If your product arrives damaged or has a manufacturing defect, please contact us as soon as possible after delivery and provide clear photos or videos of the issue.

After reviewing the request, we may offer:

1. A replacement with the same product, subject to availability.
2. An alternative solution agreed upon with the customer.
3. A full refund when a suitable replacement is not available or when the product received is substantially different from what was ordered.

Products Different from the Description

If the product you receive is substantially different from the description or specifications presented on our website, you may request a return and receive a refund in accordance with this policy and applicable laws.

Customer Preferences & Expectations

Our products are made from natural wood, and natural variations in grain, color, texture, and minor visual characteristics may occur from one piece to another.

These natural variations are part of the character of genuine wooden products and are not considered defects.

Sag is not responsible for expectations regarding the appearance, size, color, texture, or use of a product that were not stated or reasonably represented on its product page.

Items Not Eligible for Return or Exchange

A return or exchange may not be accepted if the product:

1. Has been used, damaged, modified, or improperly handled after delivery.
2. Shows signs of misuse or improper care.
3. Is returned without its original packaging where the packaging is necessary to protect the product.
4. Has been damaged as a result of improper storage, cleaning, or use.

Refunds

When a refund is approved, the refunded amount will be processed according to the original payment method and our applicable procedures.

The time required for the refund to appear may vary depending on the payment provider or bank.

Important Note

We review every return and exchange request individually to ensure a fair and consistent experience for our customers.

If you have any questions regarding returns or exchanges, please contact Sag through our official communication channels.