Refund policy

We want customers to receive products that match their confirmed orders and are free from material defects.

Damaged, Defective or Incorrect Products

Please contact us within 48 hours of delivery if:

* You received the wrong product
* An item included in your confirmed order is missing.

Please provide:

* Your order number;
* Clear photographs of the product and packaging;
* A description of the issue; and
* An unboxing video, where available.

We will review the claim and may request additional information. Where the claim is accepted, Sage Vacay will offer an appropriate remedy, which may include repair, replacement, exchange, store credit or refund, depending on the nature of the issue and product availability.

For an approved claim involving an incorrect, defective or damaged product, Sage Vacay will bear the reasonable return-delivery cost.

Non-Returnable Items

Unless an item is defective, damaged or incorrectly supplied, returns or exchanges will not normally be accepted for:

* Sale, clearance or promotional items marked as final sale;
* Products made or altered according to a customer’s instructions;
* Gift cards;
* Products damaged through misuse, improper storage or normal wear and tear;
* Products returned without their original packaging or tags; or
* Products returned after the applicable return period.

Product Appearance

Sage Vacay makes reasonable efforts to display product colours, dimensions, textures and details accurately. However, slight variations may occur because of screen settings, lighting, photography and the handmade or textured nature of certain materials.

Minor natural variations in colour, weave, embroidery, texture or placement are not necessarily defects. This does not affect a customer’s rights where a product is materially different from its description.

Return Approval

Products must not be returned without first contacting Sage Vacay and receiving return instructions.

Sending an item back does not automatically guarantee that the return will be accepted. Returned items will be inspected after receipt.

Sage Vacay reserves the right to decline a change-of-mind exchange where the product does not satisfy the conditions stated above. This does not limit any rights available to a customer under applicable consumer law.

Refund Processing

Approved refunds will generally be initiated within 7–14 working days after the returned product has been received and inspected.

Refunds will normally be issued through the original payment method or another mutually agreed method. The time required for the amount to appear may depend on the relevant bank or payment provider.

Original delivery charges are not refundable for change-of-mind purchases. Where an order was incorrect, damaged or defective, reasonable standard delivery charges may also be refunded.

Order Cancellation

A cancellation request may be submitted before an order is dispatched. Once an order has been dispatched, it will be handled under the return and exchange conditions above.

Sage Vacay may cancel an order where:

* The product is unavailable;
* Payment cannot be verified;
* The order information appears incomplete or incorrect;
* Fraud or misuse is reasonably suspected; or
* A pricing or listing error has occurred.

If Sage Vacay cancels a prepaid order, the amount paid for the cancelled item will be refunded.

Contact for Returns

Phone/WhatsApp: 0328 7008400
Email: hello@sagevacay.com