Returns & Warranty Policy
At SAIOR, we want returns and warranty claims to be as simple as possible.
1. Right of Withdrawal
You have 30 calendar days from receipt of your order to return your product without providing a reason.
You may return the entire order or only selected products.
Conditions
- Return shipping costs are the customer’s responsibility.
- Products must be returned in appropriate condition, without damage or excessive signs of use.
- Where applicable, products should include their original labels, packaging, accessories and documentation.
- If a product has been damaged or used beyond what is necessary to check its nature, characteristics and functioning, SAIOR may apply a reduction in value or reject the return where legally permitted.
- Promotional bundles such as 2-for-1 or 3-for-1 offers must be returned as a complete set.
How to request a return
Contact:
Please provide:
- Order number.
- Proof of purchase.
- Product(s) you wish to return.
- Reason for the return, if you wish to provide one.
We will then provide the return instructions.
We recommend using a tracked shipping service and keeping your proof of delivery.
SAIOR is not responsible for loss or damage caused by the carrier selected by the customer.
2. Refunds
Once the returned product has been received and inspected, the applicable refund will be processed.
If you return the entire order, we will refund the amount paid, including the original standard delivery shipping costs where legally required.
If you return only part of the order, the original shipping costs will not be refunded.
Return shipping costs are not refundable.
Refunds will be processed within the applicable legal timeframe and according to the payment method used.
3. Warranty
Our products are covered by the applicable 3-year legal warranty, subject to applicable law.
SAIOR guarantees that its products comply with the applicable quality and manufacturing standards.
If you believe that a product has a manufacturing defect or a problem covered by warranty, please contact our Customer Service team and provide the requested information and clear visual documentation of the issue. Contact:
Please provide:
- Product name and model.
- Description of the issue.
- Photos or videos.
- Order number.
- Proof of purchase.
Our team will assess the case and tell you how to proceed.
Depending on the case and applicable law, the available remedy may include repair, replacement, price reduction or termination of the contract.
If replacement is approved, the same model will normally be supplied. If it is unavailable, a similar model may be offered.
Replacement products are normally shipped within 7–15 business days after confirmation, subject to availability.
Initial assessment
The photographs, videos and other documentation provided will allow SAIOR to carry out an initial assessment of the reported issue.
This initial assessment does not constitute acceptance of the warranty claim.
Once the case has been reviewed, the product must always be returned to SAIOR for physical inspection, regardless of whether the customer is:
- A retail customer purchasing SAIOR products for personal use.
- A wholesale or professional customer purchasing products from the SAIOR catalogue.
- A customer or business for whom SAIOR manufactures customised or private-label products under their own brand.
The warranty decision will be made after the product has been physically inspected and SAIOR has determined whether the reported issue is consistent with a manufacturing defect or otherwise covered by the applicable warranty.
Manufacturing defects
If, following our internal inspection, SAIOR determines that the issue is the result of a manufacturing defect covered by warranty, SAIOR will assume the shipping costs generated after the original purchase in connection with the warranty claim.
This may include the applicable costs of returning the product to SAIOR and, where appropriate, shipping the replacement or repaired product back to the customer.
Shipping costs will only be assumed by SAIOR once the case has been assessed and the defect has been determined to be covered by warranty.
Damage caused by misuse, accidents, improper storage, normal wear and tear, modifications, impacts or use contrary to the product’s intended purpose is not considered a manufacturing defect.
SAIOR reserves the right to determine the appropriate warranty solution based on the physical inspection of the product and the applicable warranty conditions.
4. Products Purchased from Third-Party Retailers
If you purchased your product from another retailer, distributor or platform, returns and warranty claims should normally be handled directly with the seller from whom you purchased the product.
5. Product Exchanges
SAIOR does not process direct exchanges for standard online purchases.
If you wish to change a product purchased from our online store, you should return the original product under the applicable return conditions and place a new order.
TEST & ENJOY exchanges are governed by their specific conditions.
6. Contact
Returns & Warranty:
[email protected]