Refund policy
Returns & Refund Policy
We hope you love your Sage & Wren order. If something isn't quite right, please contact us and we'll be happy to help.
Returns
For items that are eligible for return, we offer a 30-day return period, meaning you have 30 days from receiving your order to request a return.
To be eligible for a return, your item must be returned in the same condition in which you received it: unworn, unused and, where applicable, with its original packaging.
To request a return, please contact us at hello@sagendwren.co.uk with your order number and details of the item you would like to return.
If your return is accepted, we will provide instructions explaining how and where to send your item. Please do not send items back without contacting us first.
This returns policy is in addition to your statutory rights as a UK consumer.
Personalised and Bespoke Items
Because many Sage & Wren products can be created especially for you, items that are personalised, customised or made to your individual specifications cannot normally be returned or cancelled simply because you have changed your mind.
This includes, for example, products featuring personalised names, dates, photographs, pet portraits, customer-supplied images or other bespoke details selected or supplied specifically for your order.
This does not affect your rights if a personalised or bespoke item is faulty, damaged, not as described or we have made an error with your order.
Please check all names, dates, spellings, images and other personalised information carefully before submitting your order. We will create personalised products using the information supplied to us.
Made-to-Order Items
Some Sage & Wren products are produced after your order is placed rather than being held as finished stock.
Being made to order does not by itself make an item non-returnable. Standard, non-personalised products remain subject to this Returns & Refund Policy and your applicable statutory rights.
Cancelling an Order
For standard, non-personalised products purchased online, UK consumers generally have a statutory right to cancel their order within 14 days of receiving the goods, subject to the exceptions provided by law.
Our voluntary 30-day returns period gives you additional time to request a return for eligible items.
If you wish to cancel an order, please contact hello@sageandwren.co.uk as soon as possible.
For personalised or bespoke products, statutory change-of-mind cancellation rights may not apply once the product is being created to your specifications.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If an item is faulty, damaged, not as described or you have received the wrong item, please contact us at sageandwrenuk@gmail.com as soon as possible with your order number and details of the problem.
Photographs may be helpful in allowing us to assess damage or an incorrect item quickly.
Where the item is faulty, damaged, not as described or supplied incorrectly by us, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair or refund.
Return Postage
For ordinary change-of-mind returns under our 30-day returns policy, the customer is responsible for the cost of returning the item unless we tell you otherwise.
If an item is faulty, damaged, not as described or we have sent you the wrong item, Sage & Wren will cover reasonable return postage where a return is required.
We recommend obtaining proof of postage when returning an item.
Exchanges
We don't currently operate a direct exchange service.
If you would like a different size, colour or product, please contact us about returning the eligible original item and place a new order for the item you would prefer.
Personalised and bespoke products cannot normally be exchanged unless they are faulty, damaged, not as described or an error has been made by Sage & Wren.
Refunds
Once we receive and inspect an eligible return, we'll let you know when your refund has been approved.
Approved refunds will be issued to your original payment method.
We will process refunds within the timescales required by applicable UK consumer law. Your bank or payment provider may require additional time before the refund appears in your account.
Where required by law following cancellation of an eligible online order, we will also refund the applicable standard outbound delivery charge. Additional delivery costs resulting from choosing a more expensive delivery method than our standard service are not refundable beyond the standard delivery amount.
Sale Items
Your statutory rights apply to sale items in the same way as other purchases.
Eligible non-personalised sale items may therefore be returned in accordance with this policy. Personalised or bespoke sale items remain subject to the personalised-product provisions above.
Gift Cards
Gift cards cannot normally be returned for a change-of-mind refund, subject always to your statutory rights.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under UK consumer law, including your rights where goods are faulty, damaged, not as described or otherwise do not conform to your contract with us.
If you have any questions about a return, cancellation or refund, please contact:
Sage & Wren
sageandwrenuk@gmail.com