Refund and Returns Policy

1. Scope

This Policy explains how [legal entity name] handles return, replacement, credit and refund requests for goods supplied under an accepted order. It does not apply to an enquiry alone, because an enquiry is not an order.

2. Please inspect on delivery

Inspect goods promptly upon delivery. If packages are visibly damaged, note this with the carrier where possible, take photos before opening and notify us as soon as possible. For shortages, defects, damage or material non-conformity, contact us at enquiry@sarjanglobal.com within 7 calendar/business days of delivery, or within the period required by applicable law, whichever is longer.

Include your order number, delivery date, product details, quantity affected, a clear explanation and photos/videos or other evidence reasonably requested. Keep the goods, labels and original packaging available for inspection unless we tell you otherwise.

3. Made-to-order, custom and branded goods

Fabric made to a requested specification and garments that are custom-made, cut, dyed, printed, embroidered, labelled, packaged or otherwise personalised are produced for your specific brief. Unless required by law or the goods are defective/materially non-conforming, they are not eligible for cancellation, return or refund because of a change of mind after work has commenced.

Colour, texture, hand-feel, measurements and other characteristics are assessed against the approved sample, specification, tolerances and written order terms—not solely against screen images, unapproved references or general expectations.

4. Eligible issues

If we confirm that goods are defective, damaged before risk passed to you, short-delivered, or materially different from the agreed written specification, we may choose the appropriate remedy permitted by law and the order terms: repair, replacement, rework, credit, partial refund or refund. We may ask to inspect goods or have samples returned before deciding.

5. Non-returnable situations (where permitted by law)

Requests may be declined where goods have been used, washed, altered, mixed with other goods, damaged after delivery, stored contrary to instructions, returned without authorisation, or where the reported issue falls within an agreed/industry-standard tolerance. We do not accept returns for subjective preference changes where the delivered goods meet the approved specification and agreed terms.

6. Return authorisation and shipping

Do not send goods back without written return authorisation and instructions. If a return is approved, we will tell you the return address, packaging requirements and whether the return cost is covered. Where an issue is confirmed as our responsibility, we will handle reasonable authorised return costs as required by law or agreed in writing. For other approved returns, the buyer may be responsible for shipping, insurance, duties and related costs.

7. Refund timing

Where a refund is approved, it will be made to the original payer or another lawful agreed method within [X] business days after the relevant conditions are met, such as inspection or receipt of authorised returned goods. Bank, card-provider, currency-conversion, shipping, customs and third-party charges may be treated according to the accepted order terms and applicable law.

8. Cancellations and changes

Requests to cancel or change an order must be made in writing immediately. Once materials are sourced, fabric is cut/dyed, artwork is set up, samples are approved, branding begins or production is underway, cancellation may not be possible and charges may apply. The applicable position will be confirmed against the stage of the specific order and its agreed terms.

9. Contact and escalation

For a return or quality issue, email [returns email] with the subject line: Order [number] — Return/Quality Issue. We aim to acknowledge requests within [X] business days. If you are dissatisfied with the response, write to [escalation contact]. Nothing in this policy limits mandatory rights available under applicable law.