RETURN & REFUND POLICY
Last updated: August 25, 2026
We want you to feel confident when shopping with Sagenza Atelier. If you need to return a product, please review the conditions and process below.
1. Return Period
Return requests may be submitted within 7 calendar days from the date the order is received.
Return requests submitted after this period may not be accepted unless otherwise required by applicable law.
2. Return Conditions
To be eligible for a return, the product must:
- Be unused and unworn.
- Not have been washed, altered, or damaged.
- Remain in its original condition.
- Have its original tags and packaging where applicable.
- Be accompanied by valid order information or proof of purchase.
Products that do not meet these conditions may be rejected.
3. Items That Cannot Be Returned
Returns may not be accepted for products that:
- Have been worn or washed.
- Have been altered or damaged by the customer.
- Are missing their original tags where applicable.
- Are returned outside the applicable return period.
- Are otherwise identified as non-returnable on the product page.
Certain products may have additional return restrictions for hygiene or other legitimate reasons, which will be communicated before purchase where applicable.
4. Return Process
To request a return:
- Contact Sagenza Atelier through our Customer Care channel.
- Provide your order number and reason for the return.
- Provide photographs or other information if requested.
- Wait for return instructions from our Customer Care team.
- Send the product according to the instructions provided.
Please do not send a return before receiving return instructions from our team.
5. Return Shipping Costs
Unless the return is caused by an error on the part of Sagenza Atelier, such as receiving an incorrect or defective product, the customer may be responsible for the cost of returning the product.
If the return is confirmed to be caused by an error on our side, we will provide an appropriate resolution.
6. Refunds
Once the returned product has been received and inspected, we will determine whether the return meets the applicable conditions.
If approved, the refund will be processed using the applicable payment method or another method agreed upon where necessary.
The time required for the funds to appear in your account may depend on the payment provider or financial institution.
7. Damaged or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible after receiving your order.
We may request photographs and order information to verify the issue.
If the issue is confirmed, Sagenza Atelier will provide an appropriate resolution, which may include replacement, exchange, or refund depending on availability and circumstances.
8. Exchanges
Exchange requests are subject to product availability and the applicable return conditions.
If the requested replacement product is unavailable, we may offer another appropriate resolution.
9. Refund Exceptions
A refund may not be approved if the returned product does not meet the return conditions described in this policy.
Where required by applicable law, statutory consumer rights remain unaffected by this policy.
10. Contact
For return or refund requests, please contact:
Sagenza Atelier
Email: sagenzaatelier@gmail.com
Address: Jalan Bulak Tengah I No.19, Kota Jakarta Timur, Jakarta 13470, Indonesia