Refund and Returns Policy

At Sain & Co., we want you to be satisfied with your purchase. Should you be unhappy with your Order or wish to exchange an item, you may be entitled to return the Product, receive a refund or request an exchange in accordance with this Refund and Returns Policy.

1. Statutory Right of Withdrawal

Customers residing within the European Union generally have the legal right to withdraw from an online purchase without providing a reason.

You must inform Sain & Co. that you wish to exercise your right of withdrawal within 14 days after the day on which you, or a third party designated by you other than the carrier, received the Product. After notifying us of your withdrawal, you must return the Product within 14 days.

To exercise your right of withdrawal, please contact us at: virelli.sh@gmail.com

Your message should clearly state that you wish to withdraw from the purchase and should include:

• Your full name;
• Your Order number;
• Your email address;
• The Product or Products being returned.

You may inspect and handle a Product only to the extent reasonably necessary to determine its nature, characteristics and functioning. You may be held responsible for any reduction in value resulting from handling the Product beyond what would reasonably be permitted in a physical store.

2. Return Period

Sain & Co.'s return period is 14 days after receipt of the Product, in line with the statutory right of withdrawal described in Section 1.

To qualify for a return, the Product must:

• Be unused and unworn;
• Be undamaged;
• Show no signs of use, misuse or improper handling;
• Be suitable for resale;
• Include all original labels, accessories and components;
• Be returned in its original packaging, where applicable.

Sain & Co. reserves the right to refuse returns when the Product does not satisfy these conditions.

This return period does not restrict or replace any mandatory consumer rights that apply to your purchase.

3. Returning a Product

Products must be returned using a registered, insured or otherwise trackable shipping service. The Customer is responsible for ensuring that the Product is properly packaged and reaches our return address safely.

Please send the Track & Trace information for your return shipment to: virelli.sh@gmail.com

Please include one of the following inside the return package:

• A copy of the original invoice; or
• A written note containing your Order number, full name and email address.

This information is essential for identifying and processing your return. A missing invoice, Order number or contact information may delay the return and refund process.

Returns must be sent to:
Sain & Co.
Paxlaan 10
2131 PZ Hoofddorp
The Netherlands
Email: virelli.sh@gmail.com

Products should not be returned to another address unless Sain & Co. has expressly provided that address to you in writing.

4. Return Shipping Costs

Unless the Product is defective, damaged, incorrect or otherwise non-conforming, the Customer is responsible for the direct costs of returning the Product. The Customer must use a registered or trackable shipping service and provide Sain & Co. with the corresponding tracking number.

Sain & Co. is not responsible for a return shipment that is lost, damaged or delivered to an incorrect address due to circumstances outside our reasonable control.

When a Product is returned because it was defective, damaged, incorrectly supplied or otherwise non-conforming, Sain & Co. will cover the reasonable return shipping costs in accordance with applicable law.

International Customers are responsible for any customs duties, import taxes, brokerage fees or other charges associated with a return or exchange, unless the return is required because of an error attributable to Sain & Co.

5. Inspection of Returns

All returned Products will be inspected after they have been received. A return will normally be accepted when the Product satisfies the conditions of this Refund and Returns Policy.

Products may be refused when they:

• Show signs of use or wear;
• Have been damaged after delivery;
• Have been misused or handled improperly;
• Have been altered, repaired or modified;
• Are missing labels, accessories or components;
• Have been returned in substantially different or unsuitable packaging;
• Are no longer suitable for resale for reasons attributable to the Customer.

When a return is refused, Sain & Co. may return the Product to the Customer. Any additional shipping costs may be charged to the Customer.

For returns made under the statutory right of withdrawal, any reduction in value will be assessed in accordance with applicable consumer law.

6. Refunds

Once a return has been received, inspected and accepted, Sain & Co. will notify the Customer. Approved refunds will be issued using the original payment method, unless the Customer expressly agrees to another method.

Sain & Co. aims to process approved refunds within seven business days. The refund will be completed no later than the period required by applicable law.

Sain & Co. may withhold the refund until the returned Product has been received, or the Customer has provided sufficient evidence that the Product has been returned, whichever occurs first.

Depending on the payment provider and the Customer’s financial institution, additional processing time may be required before the refund appears in the Customer’s account.

7. Original Delivery Costs

When the Customer validly withdraws from the entire Order within the return period, Sain & Co. will refund the Product price and the cost of the least expensive standard delivery method offered at the time of purchase. Any additional costs resulting from the Customer choosing a more expensive or express delivery method will not be refunded.

When only part of an Order is returned, the original delivery costs will generally not be refunded unless required by applicable law.

8. Exchanges

Should you wish to exchange a Product for another size, colour or available variation, please contact us at: virelli.sh@gmail.com

Exchanges are subject to Product availability. The Customer is responsible for the return shipping costs and the shipping costs associated with sending the replacement Product, unless the exchange is required because Sain & Co. supplied a defective, damaged or incorrect Product.

International exchanges may also be subject to customs duties, taxes, brokerage fees and other charges. These costs are the responsibility of the Customer unless otherwise required by law.

If the requested replacement Product is unavailable, Sain & Co. may offer an alternative Product, Store Credit, or a refund in accordance with this policy.

A replacement Product will normally be sent only after the original Product has been received and accepted.

9. Custom-Made and Personalised Products

Products that have been custom-made, engraved, personalised, altered or manufactured according to the Customer’s individual instructions cannot normally be returned or exchanged.

This exclusion does not apply when the Product is defective, is damaged, does not match the agreed specifications, was supplied incorrectly, or is otherwise covered by mandatory consumer protection legislation.

10. Gift Returns

Should you return an item that you received as a gift, you may request an exchange or Store Credit instead of a monetary refund.

Store Credit issued for a gift return must be used in the Sain & Co. online shop within one year after the date on which it was issued, unless a different validity period is expressly stated.

Any price difference, delivery costs, customs duties, taxes or other applicable charges associated with the replacement Product will be payable by the person making the exchange.

A monetary refund can normally only be issued to the original payment method used by the person who purchased the Product.

For questions about gift returns, please contact us at virelli.sh@gmail.com.

11. Defective, Damaged or Incorrect Products

Please inspect your Order immediately after delivery. Should you receive a defective, damaged or incorrect Product, please inform Sain & Co. as soon as reasonably possible by emailing: virelli.sh@gmail.com

Please include:

• Your Order number;
• Your full name;
• A clear description of the problem;
• Clear photographs or videos showing the Product and the defect or damage;
• Photographs of the packaging when the shipment arrived damaged.

We aim to arrange a suitable solution, such as a repair, replacement, price reduction or refund, depending on the circumstances and the applicable legal requirements.

Where a Product is confirmed to be defective, damaged or incorrectly supplied, Sain & Co. will cover the reasonable shipping costs associated with the approved return or replacement.

The replacement process may take up to 30 days, depending on Product availability, shipping arrangements and the nature of the claim.

Nothing in this policy restricts the Customer’s mandatory statutory warranty rights.

12. Lifetime Commercial Warranty

In addition to applicable statutory warranty rights, Sain & Co. offers a limited Lifetime Commercial Warranty for eligible Products. Subject to the terms below, the Lifetime Commercial Warranty covers manufacturing defects, accidental breakage occurring during normal use, and discolouration resulting from normal and intended use.

An eligible Customer may receive a maximum of one replacement per Product under this Lifetime Commercial Warranty. The warranty applies to the original purchaser and may require proof of purchase.

The Lifetime Commercial Warranty does not cover: lost or stolen Products; intentional damage; damage caused by misuse, abuse or improper handling; damage resulting from unauthorised repairs or alterations; damage caused by failure to follow care instructions; normal wear that does not affect the intended functioning of the Product; or damage caused by circumstances outside normal use.

To submit a warranty claim, please email virelli.sh@gmail.com and include your Order number, a description of the issue, clear photographs or videos showing the problem, and any other information reasonably requested to assess the claim.

Sain & Co. will assess each claim individually. When a claim is approved, Sain & Co. may repair or replace the Product at its discretion, subject to applicable law and Product availability. A replacement Product does not automatically create a new Lifetime Commercial Warranty or provide an additional replacement entitlement.

This commercial warranty is provided in addition to, and does not affect, the Customer’s statutory consumer rights.

13. Changed Your Mind?

Changing your mind is not a problem. Please notify us within 14 days after receiving your Order when you wish to return or exchange one or more Products. Products must satisfy the applicable return conditions described in this policy.

To start a return or exchange, please contact: virelli.sh@gmail.com

Do not send a return without including sufficient information to identify the Order.

14. Return Address and Contact Information

Please send approved returns to:
Sain & Co.
Paxlaan 10
2131 PZ Hoofddorp
The Netherlands
Email: virelli.sh@gmail.com

The Customer is responsible for the return shipping costs unless the Product is defective, damaged, incorrect or otherwise non-conforming. The Customer must use a registered or trackable shipping service and provide the tracking number to Sain & Co.

15. Policy Changes

Sain & Co. may update this Refund and Returns Policy from time to time. The version that applied when the Order was placed will normally govern that Order, unless a later version provides the Customer with more favourable rights or a change is required by applicable law.

The most recent version of this policy will be published on our Website.

Email: virelli.sh@gmail.com