Return & Exchange Policy

The SARA JOE Return and Exchange Policy apply only to online purchases made through www.sarajoe.com.

ALL RETURNS MUST BE SENT BACK WITHIN 7 WORKING DAYS (CHINA/HONG KONG/MALAYSIA) /  14 WORKING DAYS (ANY OTHER COUNTRY), COUNTING FROM THE DAY YOU RECEIVED THE PRODUCT.
 

To be eligible for returns, please note the following criteria:

     -     Manufacturing defect in SARA JOE’s merchandises. Defects include holes, missing parts, faulty stitching and discolouration.
     -     Wrong merchandise (incorrect order ID and/or product code) shipped.
     -     Size-Related Issue
     -     Have not been WORN, ALTERED OR WASHED
     -     Remains in original packaging with all tags and liners attached
     -     Must have original invoice
     -     Must not be a sale item, personal product, adhesive product, body care product or jewelry

Kindly note that ALL Reasons listed below are strictly NOT CONSIDERED AS DEFECTS. Any reasons that falls at the below category, will not be entertained.

            a) Colour variation from product photos, e.g. fuschia vs red
            b) slight design variation from product photos, e.g. print patterns, lace arrangements etc.
            c) Slight size variation of within ±3cm on measurements
            d) Minor imperfections, e.g. loose threads, crease marks and etc.
            e) Self-inflicted damage or cut to the product.
            f) Customer's subjective opinions on product quality and preference
            g) Loose treads or removable stains


            *Proof of defect must be verified by Sara Joe Return Team to be eligible* 


FINAL SALE ITEMS
 
Sale items (items that are already marked down on the site) are completely FINAL SALE and not eligible for refunds or store credit. Items purchased at less than full price using a promotion or coupon code may be returned for a store credit. Promotions or coupon codes are not valid on "Sale" items unless explicitly stated otherwise.

All sales of Gift cards, jewelry, shoes and items marked as "Sale" are final. These "Final Sale" items cannot be returned for exchange, refunds or credit.


HOW TO RETURN

Start by filling out the SARA JOE return form available online. This should be done within 24 hours of receiving the parcel. SARA JOE will get back to you with a Return Merchandise Authorization (RMA).
 
SARA JOE will provide further instructions once an RMA is issued. SARA JOE will determine the severity of defect before we proceed to provide further instructions/request for the item to be mailed back to us.
 
For all return items, kindly ensure your returns authority number (eg. Return ID #1) is stated clearly on a piece of paper inside the parcel. Customers shall bear full responsibility in making sure items mailed back are packed securely and sealed properly. SARA JOE strongly encourages you to use a delivery service with tracking capability and will not be responsible for lost mails in connection to such returns or exchange.

Please note:

-  All postage charges are to be borned by customers. Handling charges of RM10 will be charged upon each exchangable item (s). For international customers, a USD8 is applicable upon each exchangable item (s).
-  Items should be returned in their original packaging to ensure that the items are adequately protected during transit back to us.
-  Return of items can only be made one time per order. Which means that the subsequent items exchanged or purchased using store credit is not returnable. 
-  Please allow up to (2) business days for your return to be processed. We'll notify you via e-mail for your item exchanged or store credit once we have processed it.
-  Upon receiving the Return Authorization Email, customers are to deliver the return items to our address within
  working days. Any late delivery of parcel will not be entertained.

-  The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please keep the tracking code with you in case we shall need them for reference.
-  All items sold are strictly not refundable (NO CASH REFUND). 

 

All returns which do not meet the above-mentioned criterias will be strictly declined and forfeited. 


All returns will be processed and dealt with by the Returns Department and they will only be handled via mail at order@sarajoe.com.

SARA JOE reserves the right to exercise discretion in permitting all returns and exchanges. Items mailed back to SARA JOE without prior confirmation with us will not be entertained.
 
 
 
Malaysia web design agency