Refund policy

Return & Refund Policy

Please note that air bubbles within the cup may occur naturally during the shipping process and are not considered a defect or grounds for replacement. These bubbles are an expected part of shipping and handling and do not impact the quality or performance of the product.

Due to the custom nature of each order, all sales are final. We do not accept cancellations, returns, or refunds once an order has been placed. Each item is handmade specifically for you, and therefore cannot be resold.

Damages and Order Issues

If your order arrives damaged, defective, or incorrect, please contact us at alyssa@sarae.ca within 48 hours of delivery. We will review the issue and take appropriate action to resolve it. Claims submitted after this 48-hour window may not be eligible for replacement or refund.

Exceptions / Non-Returnable Items

Custom products, including personalized or made-to-order items, are non-returnable. We also do not accept returns on sale items or gift cards. For hygiene and safety reasons, personal care items, hazardous materials, flammable liquids, and gases are also not eligible for return. If you have a question about a specific item, please contact us prior to placing your order.

Exchanges

Because all items are custom-made, we do not offer exchanges. If you receive a damaged or incorrect item and your return is approved, a replacement will be sent as quickly as possible.

European Union 14-Day Cooling-Off Period

If your order is being delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason. To qualify, the item must be unused, in its original packaging, and in the same condition it was received. Proof of purchase is required. Please contact us in advance to initiate a return.