- Return Policy: Refers to the return and exchange of products.
- Refund Policy: Refers specifically to returning the money paid for the product, without exchanging it for another item, when a refund request is approved.
Return Policy
When can a customer return an item?
Customers may request a return if:
- The item arrived damaged due to the shipping process;
- The wrong item was received;
- The customer is dissatisfied with the item upon delivery, provided the product remains unused and in its original condition.
Return request time frame
All return requests must be submitted within 24 hours after delivery of the order.
Requests submitted after this period may be refused automatically.
How can a customer request a return?
To initiate a return, customers must contact Sajô customer support and provide:
- Order number;
- Clear photos of the item;
- Photos of any damage, defect, or issue identified;
- Packaging photos when applicable.
Failure to provide photographic evidence within the 24-hour period may result in refusal of the return or refund request.
Return conditions
Returned items must:
- Be unused;
- Be in their original condition;
- Include original packaging whenever possible.
Returns based solely on normal wear, misuse, improper washing, or damage caused after delivery will not be accepted.
Return shipping address
The return address will be provided by Sajô customer support after the return request has been reviewed and approved.
Return shipping costs
Customers are responsible for return shipping costs unless:
- The wrong item was sent;
- The item arrived damaged due to shipping;
- The return was approved due to a verified product defect.
Refund Policy
Are refunds possible?
Yes. Refunds may be approved under the following situations:
- Item damaged during shipping;
- Wrong item received;
- Verified manufacturing defect;
- Approved dissatisfaction return request made within the required time frame.
Refund request deadline
Refund requests must be submitted within 24 hours after delivery.
Requests submitted after this period will not be eligible for refund consideration.
Shipping damage claims
If an item arrives damaged:
- Customers must contact Sajô within 24 hours of delivery;
- Clear photographic evidence must be provided;
- Packaging photos may also be requested.
If no evidence is provided within the required period, Sajô reserves the right to refuse the refund request.
Refunds for dissatisfaction
Customers may request a refund if dissatisfied with the product upon delivery, provided that:
- The request is made within 24 hours;
- The product remains unused;
- The item is returned in original condition.
Shipping costs are non-refundable unless the issue was caused by Sajô or the shipping carrier.
Refund processing
Once the returned item is received and inspected, approved refunds will be processed to the original payment method.
Processing times may vary depending on the payment provider or bank.
Non-refundable situations
Refunds will not be approved in the following cases:
- Requests submitted after 24 hours from delivery;
- Lack of photographic evidence when required;
- Used, washed, or damaged items after delivery;
- Damage caused by improper handling or misuse;
- Minor variations in color, texture, or handmade details typical of artisanal products.
Contact
For any return or refund request, customers should contact Sajô customer support directly through the official website or contact email provided on the store.