Refund policy

Customers in Canada and Italy have the right to return products within 30 days of the delivery date. Returns are accepted for both defective and non-defective products, provided that the return request is sent by email to info@sawmaa.com within the 30-day window.

Feature Policy
Return period 30 days from delivery
Return method By courier/mail
Restocking fee None
Return shipping (defective) Free (paid by Sawmaa)
Return shipping (non-defective) Paid by the customer

Your return request must include:

  • Order number
  • Product(s) to be returned
  • Reason for the return

HOW TO REQUEST A RETURN

  1. Contact us by email — Send an email to info@sawmaa.com within 30 days of delivery, including your order number and a short reason for the return.
  2. Prepare the item for return — Repack the item in its original packaging and make sure all labels, tags, accessories and documentation are included.
  3. Ship the item after approval — Once your return request has been approved, we will email you our return address.

PRODUCT CONDITION AND RETURN WINDOW

  • Only new items are eligible for return
  • Products must be unused and unwashed
  • Items must be returned in their original condition and packaging
  • All original labels and tags must be attached
  • Return window: 30 days from the delivery date

NON-RETURNABLE ITEMS

The following items cannot be returned or refunded:

  • Hygiene-related products such as underwear, socks and swimwear

If any of the items listed above arrive defective, damaged or incorrect, they remain eligible for a refund or replacement in accordance with our defective products policy.

RETURN METHOD AND CUSTOMER RESPONSIBILITY

Returns must be sent by a courier or postal service of the customer's choice. Our return address will be provided once the return request has been approved.

For standard (non-defective) returns, the customer is responsible for:

  • Arranging the return shipment
  • Paying the return shipping costs
  • Providing a valid tracking number

If the required costs are not paid, the return will not be processed.

DEFECTIVE OR INCORRECT ITEMS

If an item is defective, damaged or delivered incorrectly, Sawmaa will cover the return shipping costs.

The issue must be reported as part of a return request within the 30-day window by emailing info@sawmaa.com. The request must include:

  • Clear photos of the issue
  • Order number
  • If possible, a photo of the shipment and packaging

Once approved, Sawmaa will cover all return shipping costs. You will receive a full refund including the original shipping costs, or a free replacement.

EXCHANGES

We offer exchanges for a different size, colour or item, subject to availability.

To request an exchange, the original item must first be returned in accordance with this policy. The customer is responsible for the return shipping costs of the original item.

Once the return has been received and approved, Sawmaa will cover the shipping costs for sending the replacement item.

RESTOCKING FEES

We do not charge any restocking fees. Returned items are refunded in full, provided that all return conditions stated in this policy are met.

RETURNS AND REFUNDS

Refunds are processed within 7 days of receiving and accepting the returned product. Refunds are issued to the original payment method. If this is not possible, the customer will be contacted to agree on an alternative refund method.

A valid tracking number is required. If tracking does not confirm delivery of the return, no refund can be issued.

Please note that, depending on your payment provider, it may take additional time for the refunded amount to appear in your account.

UNCOLLECTED PARCELS

If a parcel is not collected within the carrier's timeframe and is returned to us, the customer is responsible for any return and reshipping costs. We reserve the right to deduct any return shipping and handling costs from the refund amount.

ORDER CANCELLATION

Orders can be cancelled within 12 hours of purchase, provided they have not yet been shipped. Once an order has shipped, cancellation is no longer possible and our standard return procedure applies.

GENERAL TERMS

By placing an order with Sawmaa, the customer accepts this Return and Refund Policy and all related terms.

CONTACT INFORMATION

Physical address: Via delle Ville Prima 34, 55100 Lucca LU, Italy

Contact form: Get in touch

Email: info@sawmaa.com

Business hours: Monday – Friday: 09:00 – 17:00 (CET, Italian time)

Note: We aim to respond to all enquiries within 24 hours on business days.

Last updated: October 28, 2026