Refund & Return Policy

1. Introduction
This Refund & Return Policy explains how SAGATOR e.U. (“we”, “us”, “our”) handles returns, refunds, and exchanges for orders placed through our online shop. By placing an order, you agree to the terms outlined below.

2. Return Eligibility
You may return your order within 14 days of receiving the goods, provided that:

  • The item is unused
  • The item is undamaged
  • The item is in its original packaging
  • The item has no signs of wear

Items that do not meet these criteria cannot be refunded.

Non‑returnable items

  • Used or worn items
  • Damaged items caused by improper handling
  • Hygiene‑sensitive items that have been opened
  • Personalized or custom‑made items

3. How to Request a Return
To start a return, please contact us via email:

Email: office@sagator-vienna.com

You will receive:

  • Your personal return instructions
  • Your dedicated return address (we provide this only via email)

Please do not return items to directly. All returns must be sent to our own return address, which we provide after contacting us.

4. Return Shipping Costs
Return shipping costs are paid by the customer unless the item is defective.

We recommend using a tracked shipping method. We are not responsible for lost return shipments.

5. Refunds
Once your returned item arrives at our return address, we will:

  1. Inspect the item
  2. Notify you of approval or rejection
  3. Issue the refund to your original payment method

Refunds typically take 5–10 business days depending on your payment provider.

Shipping costs are non‑refundable, unless the product was defective.

6. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Order number
  • Photos of the item
  • Description of the issue

We will arrange a replacement or refund depending on the situation.

7. Order Cancellation
Once an order has been placed, we unfortunately cannot cancel or modify it. Our fulfillment process begins immediately to ensure fast delivery.

8. Exchanges
We currently do not offer direct exchanges. If you want a different item, please return your original order and place a new one.

9. Contact

For all return, refund, or product issues, please contact:

SAGATOR
Email: office@sagator-vienna.com
Website: www.sagator-vienna.com