At S.A. & Brothers, we are committed to delivering high-quality products and maintaining transparency in all transactions. This policy outlines your rights and our procedures for returns, exchanges, refunds, and cancellations.
This policy applies to all customers worldwide, including the European Union, the United Kingdom, the United States, and other international regions.
1. Right of Withdrawal (EU & UK Customers)
If you are located in the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of receiving the goods, in accordance with applicable consumer protection laws.
To exercise this right:
- You must send us a clear statement (for example, by email) indicating your decision to cancel the order within 14 days of delivery
- You may use any clear method of communication to notify us, including email.
- You must return the item within 14 days of notifying us
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
2. Returns for International Customers (USA and other countries)
For customers outside the European Union and the United Kingdom, including the United States and other international regions:
- Returns and exchanges are accepted in accordance with this policy.
- We do not guarantee a mandatory return window unless required by local law.
- All return requests are subject to approval
Where returns are accepted:
- Items must meet the eligibility conditions outlined below
- Customers are responsible for return shipping, customs duties, and any associated costs.
3. Order Cancellation
Orders may be cancelled before dispatch by contacting us immediately.
Once an order has been shipped, it cannot be cancelled and must follow the return process outlined in this policy.
4. Eligibility for Returns
To qualify for a return, items must:
- Be unused, unworn, and unwashed
- Be in original condition
- Include all original packaging, tags, and accessories
Customers may inspect the product as they would in a physical retail setting. Any use beyond this that results in diminished value may lead to a reduced refund.
We reserve the right to:
- Refuse returns that do not meet these conditions
- Apply partial refunds where the value of the item has been reduced due to handling beyond reasonable inspection
5. Non-Returnable Items
The following items are not eligible for return or exchange:
- Custom-made products
- White-label or private-label orders
- Bulk or B2B manufacturing orders
Exception:
If a product has a verified manufacturing defect, we will review the case and provide an appropriate resolution.
6. Damaged or Defective Items
If your item arrives damaged or defective:
- Contact us within 48 hours of delivery
- Provide clear photographic evidence and order details
Once verified, we may offer:
- Replacement
- Repair
- Refund (if applicable)
7. Return Process
To initiate a return:
Returns must be approved before shipping.
All approved returns must be sent to our designated return facility. Customers are responsible for arranging and covering return shipping costs unless the item is defective or incorrect.
We are not responsible for items lost, delayed, or damaged during return transit.
8. Refunds
- Refunds are processed after inspection and approval of the returned item
- Refunds will be issued to the original payment method
Timelines:
- Inspection: 3–7 business days after receiving the item
- Refund processing: within 14 days of approval (EU/UK compliance)
Original shipping charges are non-refundable.
Refunds may be reduced if the returned item shows signs of use beyond reasonable inspection.
9. Exchanges
Exchanges are available for:
- Size issues (standard products only)
- Defective or damaged items
All exchanges are subject to stock availability.
10. International Orders (Shipping, Duties & Taxes)
For all international orders:
- Customers are responsible for any applicable customs duties, taxes, or import charges.
- These charges are non-refundable
- Return shipments must comply with all customs requirements
11. Policy Misuse
We reserve the right to refuse returns, refunds, exchanges, or future orders in cases of suspected misuse, abuse, or fraudulent activity.
12. Uncollected or Refused Deliveries
If an order is refused or not collected by the customer and is returned to us:
- Return shipping costs, customs duties, and any associated fees will be deducted from the refund
- If return costs exceed the order value, no refund will be issued
13. Return Address
All returns must be sent to our designated return facility:
Address: Street no. 10 Islamia Park Silver Star Road Sialkot
Customers are responsible for ensuring that returned goods comply with all applicable shipping and customs requirements.
14. Contact Information
For all return and exchange requests:
Address: Street no. 10 Islamia Park Silver Star Road Sialkot
