Refund policy

All Sales Are Final

All sales are final. Refunds are not available under any circumstances, except where required by applicable law.

Returns or exchanges will not be accepted for change of mind, personal preference, duplicate purchases, incorrect selection, or any other reason unrelated to a manufacturing defect.

If an item has a manufacturing defect, an exchange may be requested within 15 calendar days of purchase upon presentation of the original receipt. All claims are subject to inspection and approval by Sachi & Co.

Exchange Period

In-Store and Event Purchases

You must request an exchange within 15 calendar days of the original purchase date.

The original receipt or another acceptable proof of purchase is required.

Online Purchases

You must contact us within 15 calendar days of the date your order is marked as delivered.

Do not mail an item back without authorization. Unauthorized returns may be refused or returned to the sender.

Once approved, the item must be shipped or delivered to us within 7 calendar days. Customers are responsible for ensuring the return reaches us safely.

Exchange Eligibility

To qualify for an exchange or store credit, an item must be:

- Unworn, unused, unwashed, and unaltered
- Free from scratches, stains, odours, makeup, lotions, perfume, hair products, or other signs of use
- In its original condition
- Returned with all original tags, protective materials, accessories, components, and packaging
- Accompanied by the original receipt, gift receipt, or verifiable order confirmation
- Returned within the applicable exchange period

Trying on an item does not guarantee eligibility. We reserve the right to refuse any item that shows signs of wear, use, damage, alteration, contamination, or improper handling.

All returned items are inspected before an exchange or store credit is approved.

Final-Sale Items

The following items cannot be returned or exchanged:

- Earrings and other pierced jewellery, for hygiene reasons
- Gift cards and store credits
- Custom, personalized, altered, or made-to-order items
- Clearance items
- Items marked “Final Sale”
- Promotional gifts, complimentary products, and giveaway items
- Items damaged after purchase
- Items purchased from another retailer or unauthorized seller

Final-sale items remain subject to any rights that cannot legally be excluded, including remedies that may apply to defective or incorrectly supplied goods.

Sale and Promotional Purchases

Unless expressly marked “Final Sale,” eligible sale merchandise may be exchanged within the applicable exchange period.

Any exchange or store credit will be based on the amount actually paid for the item, after discounts and before any non-refundable shipping charges.

Promotional discounts cannot be transferred to a replacement item unless the same promotion is still active and the replacement independently qualifies.

If returning part of a bundle or multi-buy promotion causes the remaining purchase to no longer qualify for the promotion, the value of the exchange or store credit may be adjusted to reflect the regular price of the items retained.

Exchange Value

Approved exchanges are based on the amount originally paid for the returned item, excluding shipping charges.

If the replacement item costs more, the customer must pay the difference and any applicable taxes.

If the replacement item costs less, the remaining eligible balance will be issued as store credit. It will not be refunded to the original payment method or paid in cash.

Store credit:

- Has no cash value

- Cannot be redeemed for cash

- Cannot be used to purchase another gift card

- Is not replaceable if lost, stolen, or used without authorization, except where required by law

Online Return Shipping

Customers are responsible for return shipping costs for non-defective items.

Original shipping charges, return shipping charges, duties, taxes, brokerage fees, and other delivery-related costs are non-refundable, except where required by law or where we confirm that we sent an incorrect or defective item.

We strongly recommend using a tracked and insured shipping service. Sachi & Co. is not responsible for return packages that are lost, stolen, delayed, misdirected, or damaged in transit.

Return authorization does not guarantee approval. The item must still pass inspection after it is received.

Incorrect, Damaged, or Defective Orders

Please inspect your order as soon as it arrives.

If you believe an item arrived damaged, defective, incomplete, or different from what you ordered, contact us within 48 hours of delivery at [CUSTOMER-SERVICE EMAIL].

Your message must include:

- Your name and order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging and shipping label
- An unboxing video, if available

Keep the item and all packaging until we provide instructions.

We will assess the item and determine an appropriate remedy based on the circumstances and applicable law. Depending on the situation, this may include repair, replacement, store credit, or refund.

Do not discard, alter, repair, wear, or continue using an item after discovering a possible defect. Doing so may affect our ability to assess the claim.

Minor variations in colour, texture, stone pattern, shape, size, finish, or handmade detailing are not necessarily defects. Product colours may also appear differently depending on lighting, photography, and screen settings.

Wear, Care, and Accidental Damage

Jewellery is delicate and requires appropriate care.

Damage caused by normal wear, accidents, impact, bending, pulling, crushing, improper storage, misuse, neglect, unauthorized repair, or failure to follow our care instructions is not considered a manufacturing defect.

Unless a product is expressly described as waterproof, avoid exposing it to water, pools, salt water, sweat, perfume, hairspray, lotions, cleaning products, or other chemicals.

Plating and finishes may naturally change over time depending on wear, skin chemistry, care, climate, and exposure. Gradual fading, tarnishing, scratching, discolouration, loose components caused by impact, and ordinary wear are not considered manufacturing defects.

Claims involving broken chains, bent posts, missing stones, scratches, dents, or other physical damage will be assessed individually. Evidence of accidental damage or improper use may make the item ineligible for a remedy.

Nothing in this section excludes a remedy that must be provided under applicable law.

Order Changes and Cancellations

We begin processing orders promptly. Order changes and cancellations are not guaranteed.

If you request a cancellation before your order has been processed or shipped, we may approve it at our discretion. Once an order has been processed, packed, fulfilled, or shipped, it cannot be cancelled under this policy.

Refusing delivery or failing to collect a package does not automatically cancel an order. Any eligible credit may be reduced by shipping, return-to-sender, duty, brokerage, or handling costs incurred by Sachi & Co., except where prohibited by law.

Any statutory cancellation right available under applicable consumer-protection law will continue to apply.

Undeliverable and Incorrectly Addressed Orders

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because of an incorrect or incomplete address, an unclaimed package, refusal of delivery, or another issue not caused by Sachi & Co., the customer may be responsible for the original shipping costs and any additional return or reshipping charges.

Gifts

Gift recipients may request an eligible exchange or store credit within the applicable exchange period.

A gift receipt or verifiable proof of purchase is required. Refunds are not issued to gift recipients.

Purchases From Other Sellers

Items purchased from another retailer, marketplace, reseller, or third party must be returned through that seller and are subject to that seller’s policies.

Sachi & Co. cannot verify or process returns for items purchased from unauthorized sellers.

How to Request an Exchange

Fill out the contact form with:

- Your full name
- Order number or receipt
- Item name
- Reason for the request
- Clear photographs of the item and its condition

If approved, we will provide return instructions.

Returns sent without authorization, sent to an incorrect address, sent cash-on-delivery, or received outside the applicable period may be refused.

Processing

Please allow up to 7 business days after we receive an item to inspect it and respond.

If approved, the exchange or store credit will be processed using the purchase information available in our records.

If an item does not meet this policy, we may refuse the request. The customer may be responsible for the cost of having the item returned to them.

Legal Rights

This policy governs voluntary returns and exchanges offered by Sachi & Co. It does not override any non-waivable rights or remedies available under applicable federal, provincial, or territorial law.

Where this policy conflicts with applicable law, the applicable legal requirement will govern.