Refund policy
Return, Exchange & Refund Policy
At Sarto & Co., every product goes through a careful process of material selection, craftsmanship, finishing, and quality inspection before it reaches you. Because of the premium and handmade nature of our products, we do not offer general returns or direct cash refunds.
Important Note: Customers are strongly advised to record a short unboxing video while opening their parcel upon delivery. This helps us efficiently verify and resolve concerns related to damaged, missing, or incorrect items.
Exchanges
We do offer exchanges under specific conditions to ensure a smooth and fair experience for our customers.
Exchanges are applicable in the following cases:
- The customer receives a damaged product
- The customer receives a faulty item
- The wrong product is delivered due to an error from our side
To request an exchange, customers must contact our support team within 48 hours of receiving the order.
The product must:
- Be unused and in its original condition
- Include all original packaging and tags
- Be accompanied by the sale invoice or online order number
Note: Shipping charges for exchanges will only be applicable if the customer ordered the wrong item, size, or variant. In cases where the issue is caused from our side (damaged, faulty, or incorrect product delivered), the exchange shipping cost will be covered by Sarto & Co.
Refunds & Store Credit
Sarto & Co. does not offer direct cash refunds or general returns.
In exceptional cases where a refund request is approved by our team, the customer will be issued a store voucher / discount code equivalent to the eligible amount.
- The voucher will remain valid for 60 days
- The voucher can be used on future purchases at www.sartoandco.com
Returns
Due to the premium and handmade nature of our products, general returns are not accepted. Each item is carefully inspected before dispatch to ensure it meets our quality standards.
Sale Items
Products purchased during sales, promotions, or discounted campaigns are not eligible for exchange, return, or refund.
Accessories
Accessories are not eligible for exchange or refund.
Footwear Service Warranty
We offer a 3-month complimentary service warranty on our footwear range.
After 3 months, repair charges may apply depending on the product’s condition.
Delivery & Parcel Opening
As per courier policies in Pakistan, parcels cannot be opened before payment.
Customers are requested to receive the parcel and complete payment before inspection. If there is any issue with the order, please contact our support team and we will assist you accordingly.
Quality & Craftsmanship
Our products are handmade using genuine leather and carefully finished through a detailed production process. Natural variations, grain texture, creases, or slight tonal differences are part of the character of authentic leather and should not be considered defects.
Contact Us
For support regarding exchanges or order-related concerns:
📩 support@sartoandco.com
📱 WhatsApp: +923712340005