Returns & Exchanges Policy

1. Your Consumer Rights

As an online retailer in the United Kingdom, we operate under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. You have two separate and independent sets of rights, described below.

2. Right to Cancel (Change of Mind) — 14 Days

You have the right to cancel your order for any reason, without giving a justification.

When this right applies:

  • From the moment you place your order, up to 14 calendar days after you receive your goods.
  • Because our garments are printed to order, you may cancel at any point while your order is still being produced, before it is dispatched.

After you notify us of cancellation:

  • You have a further 14 calendar days to return the goods to us.
  • We will issue your refund within 14 calendar days of receiving the goods back, or from the date you provide proof of return postage — whichever is earlier.

What we refund:

  • The full price of the goods.
  • The original standard delivery cost you paid. If you chose Express Delivery, we will refund the equivalent of our standard delivery rate (£4.99), and you bear the difference.

Who pays for return postage:

  • You are responsible for the cost of returning the goods to us. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Note on made-to-order items: Our garments are printed to order from our own catalogue of designs. This does not remove your right to cancel — the exemption for personalised goods does not apply to our products.

3. Faulty, Damaged or Incorrect Items — 30 Days

This right is separate from, and in addition to, your right to cancel.

If your item is faulty, damaged, not as described, or not the item you ordered:

  • Within 30 days of delivery, you have the short-term right to reject the goods and receive a full refund, including all delivery costs.
  • After 30 days and within 6 months, you are entitled to a repair or replacement. If a repair or replacement is not possible or fails, you are entitled to a refund.

Return postage: If the item is faulty, damaged or incorrect, SAGAX pays for return shipping and will provide a pre-paid return label. You will never be out of pocket for our error.

4. Condition of Returned Items (Change of Mind Only)

For change-of-mind returns, items must be returned in a resellable condition:

  • Unwashed, unworn and unaltered.
  • All original tags attached.
  • Returned in the original packaging where possible.

You are permitted to handle the goods as you would in a shop — to inspect them and check the fit. However, if the value of the goods is reduced by handling beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to deduct an amount reflecting that reduction in value from your refund.

These conditions do not apply to faulty, damaged or incorrect items.

5. How to Start a Return or Exchange

  1. Email us at contact@sagaxstore.co.uk within the applicable timeframe.
  2. Include your order number and the reason for your return.
  3. If the item is faulty or damaged, please attach clear photographs.
  4. We will confirm your return and provide the return address, along with a pre-paid label if the item is faulty, damaged or incorrect.

6. Refunds

  • Refunds are issued to your original payment method.
  • We will process your refund within 14 calendar days of receiving your returned goods, or of receiving proof that you have sent them back — whichever is earlier.
  • Depending on your bank or card issuer, funds may take a few additional working days to appear in your account.

Free Shipping Threshold (UK): If your UK order qualified for free standard delivery by exceeding £50, and you return part of that order so that the value of the goods you keep falls below £50, we reserve the right to deduct our standard delivery charge (£4.99) from your refund. This does not apply to faulty, damaged or incorrect items, or where you cancel the order in full.

7. Exchanges

To exchange an item for a different size or colour, please follow the return process in Section 5. Once we receive and inspect the original item, we will dispatch your replacement.

Because each piece is printed to order, exchanges are subject to availability and will be dispatched within our standard production time of 3 working days.

If you need a different size urgently, we recommend placing a new order and returning the original item for a refund under your right to cancel — this is usually faster.

8. Contact Us

For any questions about this policy, contact us at contact@sagaxstore.co.uk.

Our team is available Monday to Friday, 9:00 AM to 5:00 PM GMT. We aim to respond within one working day.