No Refund, Only Exchange:

We offer exchanges for items purchased from our online store. Unfortunately, we do not provide refunds. If you are not satisfied with your purchase, you may exchange it for a different size, color, or style of equal or lesser value.

Exchange Eligibility:

To be eligible for an exchange, the following conditions must be met:

• The item must be in its original condition, unworn, unwashed, and with all tags and labels attached.
• The exchange request must be initiated within 15 days of receiving the item, based on the delivery date confirmed by the shipping carrier.



Step by Step Process for Entertaining Returns / Exchanges

For detailed information, please visit our Step by Step Process for Entertaining Returns / Exchanges page.

Original Condition:

The term "original condition" refers to the state of a product as it was when received by the customer, without any alterations, use, or damage. To ensure clarity, original condition is defined as follows:

1. Unworn:
   • The item has not been worn or used in any capacity beyond trying it on for size.
   • No signs of wear, such as stains, odors, creases, or damage to the fabric.
2. Unwashed:
   • The item has not been laundered, dry-cleaned, or otherwise treated with cleaning products.
3. With All Original Tags and Labels Attached:
   • Any manufacturer, brand, or care instruction tags that were attached at the time of delivery must remain securely attached to the product.
   • Missing or tampered tags will render the item non-refundable.
4. In Original Packaging:
   • The item must be returned in its original packaging, including boxes, dust bags, or protective covers where applicable.
   • Packaging must be intact and free from damage, such as rips, stains, or writing.
5. Free from Damage:
   • No physical damage, such as tears, holes, or scratches, should be present.
   • Items with altered stitching, missing embellishments, or other signs of tampering will not qualify as being in original condition.
6. Accessories and Complements Included:
   • Any accompanying items, such as belts, detachable accessories, or manuals, must be returned in full.
   • Missing parts will void the eligibility for return.
7. No Alterations or Customizations:
   • The item must not have been altered, tailored, or customized in any way, including changes to fit or design.
8. Odor-Free:
   • The item should be free from any foreign odors, including but not limited to perfume, smoke, or food smells.
9. Unused Product:
   • Items that are perishable or have a limited shelf life (such as cosmetics) must remain sealed and unused.

Exceptions and Non-Returnable Items:

To ensure transparency, certain items are subject to exceptions or specific conditions for returns and refunds. Please review the following terms carefully:

1. Sale Items:
   • Items purchased at full price that are later discounted during a sale will only be eligible for a refund equivalent to the sale price, not the original purchase price.
   • Customers are encouraged to review the sale price at the time of their return request for clarity.
2. Personalized and Tailored Items:
   • Products that have been personalized, customized, or tailored to specific measurements or requirements are not eligible for returns or refunds.
   • This includes items altered to customer specifications or with any unique customizations requested at the time of purchase.
3. Other Non-Returnable Items:
   • Items marked as "Final Sale" at the time of purchase are not eligible for refunds or exchanges.
   • Products that have been used, damaged, or are not in their original condition and packaging will not be accepted for returns.

Refunds for Gift Purchases:

We understand that gift purchases hold special significance, and we strive to make the refund process straightforward and transparent. Below are the terms for handling refunds for items purchased as gifts:

1. Refunds Issued as Store Credit:
   • For all items purchased as gifts, refunds will not be issued to the original payment method. Instead, store credit will be provided to the gift recipient.
   • The store credit can be used to purchase any items available in our store.
2. Validity of Store Credit:
   • The store credit will be valid for 90 days from the date it is issued.
   • Customers are encouraged to utilize the credit within this period as it will expire after 90 days and cannot be extended or reinstated.
3. Process for Claiming Store Credit:
   • Gift recipients must follow the standard return process as outlined in our policy to initiate a return for the gifted item.
   • Upon successful processing of the return, the store credit will be issued and sent electronically to the gift recipient's email address or as a voucher, as applicable.
4. Terms and Conditions:
   • Store credit is non-transferable and can only be used by the recipient whose details are provided during the return process.
   • It cannot be redeemed for cash or used in conjunction with other offers unless specified.

Process for Handling Disputes

We are committed to ensuring a fair and transparent process for resolving disputes regarding refund eligibility. If a customer disagrees with the decision regarding their refund claim, they may follow the outlined escalation process:

1. Submitting Additional Evidence
   • Customers may provide additional evidence to support their refund claim, such as photographs, correspondence, or any other relevant documentation.
2. Escalation to a Supervisor
   • If the issue remains unresolved, customers may escalate the matter for further review by a supervisor.
   • To initiate this process, customers can email their complete correspondence, along with any additional evidence, to help@saya.pk.
3. Supervisor Review
   • A supervisor will carefully review the submitted claims, correspondence, and supporting evidence.
   • Following the review, the supervisor will advise on the outcome and any further steps, if applicable.

Return Shipping Costs Policy:

1. Shipping Costs Due to SAYA's Error:
   • If the return is initiated because of an issue caused by SAYA (e.g., incorrect item sent, defective product, or other errors attributable to SAYA), the shipping costs for returning the item will be borne by SAYA.
   • In such cases, customers are advised to contact our customer service team, who will provide the necessary return shipping label or reimburse the return shipping costs, as applicable.
2. Shipping Costs Due to Customer's Reason:
   • If the return is initiated for reasons unrelated to SAYA's error (e.g., change of mind, incorrect size ordered by the customer, or any other reason not attributable to SAYA), the shipping costs for returning the item will be borne by the customer.
   • Customers will be responsible for arranging and covering the costs of shipping the item back to SAYA's designated return address.