Refund policy
Sawmaa
Customers 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 |
€0,00 (No fee) |
|
Return shipping (defective) |
Free (paid by Sawmaa) |
|
Return shipping (non-defective) |
Paid by the customer |
The return request must include:
• Order number
• Product(s) to be returned
• Reason for 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 brief 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 send you our return address by email.
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 are non-returnable and non-refundable:
• Hygiene-related products such as underwear, socks, and swimwear
If any of the items listed above arrives defective, damaged, or incorrect, it remains eligible for a refund or replacement in accordance with our defective products policy.
RETURN METHOD AND CUSTOMER RESPONSIBILITIES
Returns must be shipped via a courier or postal service of the customer’s choice. Our return address will be provided once the 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 sending an email to 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 charges, or a free replacement.
EXCHANGES
We offer exchanges for a different size, color, 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 set out in this policy are met.
RETURNS AND REFUNDS
Refunds are processed within 7 days of receipt and acceptance of the returned product. Refunds are issued to the original payment method. If this is not possible, the customer will be contacted to arrange 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.
UNCLAIMED PACKAGES
If a package is not collected within the time frame set by the carrier and is returned to us, the customer is responsible for any return and reshipping costs. We reserve the right to deduct any return shipping costs and handling fees from the refund amount.
ORDER CANCELLATIONS
Orders can be canceled 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 (Italian time)
Note: We aim to respond to all inquiries within 24 hours on business days.
Last updated: April 10, 2026
