Cancellation and refunds
Cancellation & Refund Policy
Our Promise to You
At Sarla Group, every product is thoughtfully handcrafted with care, using sustainably sourced natural materials.
We want you to shop with confidence, knowing that we are committed to providing exceptional products and responsive customer support.
This policy explains how cancellations, returns, exchanges, and refunds are handled for purchases made through www.sarlagroup.net.
Order Cancellation
We understand that plans can change.
You may request to cancel your order before it has been dispatched.
If your cancellation request is received before shipping, we will issue a full refund to your original payment method.
Once an order has been dispatched, it can no longer be cancelled. Please refer to the Returns section below if you wish to return your order after delivery.
Personalized & Custom Orders
Products that include:
Personalised engraving
Custom text or initials
Gift messages created specifically for your order
Custom-made or made-to-order items
are created exclusively for you and cannot be cancelled, returned, or refunded once production has begun, unless they arrive damaged or defective.
Returns
If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return, the item must:
Be unused and in its original condition
Be returned with its original packaging
Include all accessories and documentation (if applicable)
Please contact us before returning any item so we can provide return instructions.
Items That Cannot Be Returned
For hygiene, safety, and customisation reasons, the following items are generally not eligible for return:
Personalised or engraved products
Custom-made products
Gift cards (if applicable)
Products damaged due to misuse, improper care, or normal wear and tear
This does not affect your rights if the item is faulty, damaged in transit, or significantly different from what you ordered.
Damaged, Defective or Incorrect Items
We carefully inspect every product before shipment.
If your order arrives:
Damaged
Defective
Incorrect
Incomplete
please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
Your order number
A description of the issue
Clear photographs of the product and packaging
After reviewing the information, we will work with you to arrange a replacement, exchange, repair, or refund where appropriate.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method.
Refund processing times vary depending on your payment provider and may take 5–10 business days after approval.
Shipping charges, customs duties, taxes, or import fees are generally non-refundable unless the return is due to our error or a defective product.
Exchanges
If you receive a damaged or defective product, we will gladly arrange an exchange where possible.
If the exact item is unavailable, we may offer a comparable replacement or a refund.
Return Shipping
If the return is due to:
A damaged item
A manufacturing defect
An incorrect item sent by us
Sarla Group will cover the reasonable return shipping costs where applicable.
If you are returning an item for any other reason, return shipping costs are the responsibility of the customer.
We recommend using a trackable shipping service, as we cannot guarantee receipt of items returned without tracking.
International Orders
International returns may require additional customs documentation.
Any customs duties, import taxes, or handling charges associated with a return are the responsibility of the customer unless the return is due to our error.
Order Changes
If you need to change your:
Shipping address
Contact information
Gift message
Personalisation details
please contact us as soon as possible.
We will do our best to accommodate your request before production or dispatch begins.
How to Request a Return or Refund
Please contact our support team with:
Your full name
Order number
Reason for the request
Photographs (if applicable)
Our team will guide you through the next steps and keep you informed throughout the process.
Contact Us
If you have any questions regarding cancellations, returns, exchanges, or refunds, we are here to help.
We aim to respond to all customer enquiries within 24 business hours.
Our Commitment
Every Sarla Group product is handcrafted with care, respect for traditional craftsmanship, and attention to detail.
If something is not right with your order, we will always work with you to find a fair and timely solution. Your satisfaction and trust are at the heart of everything we do.
Last Updated: April 2026