Return Policy
REFUND & RETURN POLICY
Last updated: September 9, 2026
At Saraliva, we want you to be happy with your purchase. If something is not quite right, eligible products may be returned in accordance with the conditions below.
Please read this Refund & Return Policy carefully before making a purchase.
This policy does not limit any mandatory rights you may have under applicable Canadian consumer protection legislation.
1. RETURN PERIOD
Eligible products may be returned within 30 days from the date your order was confirmed as delivered.
To qualify for a return, your item must:
- Be unused and unworn
- Be unwashed
- Be in the same condition in which you received it
- Have all original labels, tags and packaging attached or included
- Be free from stains, odours, pet hair, washing, alterations or other signs of use
- Not be excluded from returns under this policy
Saraliva reserves the right to refuse a voluntary return if the returned item does not meet these conditions.
2. RETURN SHIPPING COSTS
Unless an item is defective, damaged upon arrival or you received an incorrect product, the customer is responsible for all return shipping costs.
Saraliva does not provide free return shipping for change-of-mind returns, incorrect size selections or other voluntary returns.
We strongly recommend using a tracked shipping method.
Saraliva is not responsible for returned packages that are lost, damaged or not delivered to us.
Return shipping costs are non-refundable.
3. HOW TO REQUEST A RETURN
Before sending any item back, you must contact us to request a return.
Please email:
info@sara-liva.com
Include:
- Your full name
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photographs where the product is damaged, defective or incorrect
If your return is accepted, we will provide you with the return instructions and applicable return address.
Do not send a return before receiving return instructions from us.
Items sent to us without first requesting a return may be refused or may experience significant processing delays.
4. REFUNDS
Once we receive your returned item, we will inspect it to determine whether it meets the requirements of this policy.
If your return is approved, your refund will normally be issued to the original payment method.
Please allow up to 10 business days after approval for us to process the refund.
Your bank, credit card provider or payment provider may require additional time before the refund appears in your account.
Unless required otherwise by applicable law, the refund for a voluntary return will include only the amount paid for the eligible returned product.
Original shipping costs
Original shipping and delivery charges are non-refundable, except where:
- The product was defective
- The product was damaged before or during delivery
- We sent you the wrong item
- Applicable law requires otherwise
Return shipping costs
Return shipping costs for voluntary returns are your responsibility and will not be reimbursed.
5. EXCHANGES
We do not guarantee direct exchanges.
If you require another colour, size or product, please contact us at:
info@sara-liva.com
Depending on availability, we may offer an exchange.
If an exchange is not available, you may return the eligible product in accordance with this policy and place a new order separately.
Customers are responsible for return shipping costs associated with voluntary exchanges unless the original item was defective, damaged or incorrect.
6. NON-RETURNABLE ITEMS
Unless defective, damaged, incorrectly supplied or otherwise required by applicable law, the following products are not eligible for voluntary returns:
- Gift cards
- Free promotional products or gifts
- Personalized or custom-made products
- Items specifically marked “Final Sale” at the time of purchase
- Items that have been worn beyond what is reasonably necessary to inspect them
- Washed items
- Used items
- Items without their original tags or labels
- Items damaged after delivery due to misuse or improper care
- Items showing stains, smells, pet hair or other signs of wear
- Items that cannot reasonably be resold for hygiene reasons after being opened or used
For hygiene reasons, certain intimate or hygiene-sensitive baby products may be marked as final sale once their hygiene seal, packaging or protective covering has been opened.
The designation of an item as Final Sale does not remove any mandatory rights that you may have if a product is defective, damaged, misrepresented or otherwise fails to comply with applicable consumer protection law.
7. SALE AND FINAL SALE ITEMS
Products purchased at a discounted price may still be returnable unless they were clearly marked Final Sale at the time of purchase.
Products clearly marked Final Sale cannot be returned or exchanged simply because you:
- Changed your mind
- Ordered the wrong size
- Do not like the colour
- No longer want the product
This does not affect any rights that cannot legally be excluded.
8. FREE GIFTS AND PROMOTIONAL ITEMS
Free gifts and promotional products have no cash value and cannot be returned for a refund.
If you return an order that qualified for a free promotional item, we may require you to return the promotional item as well.
If the promotional item is not returned, where legally permitted we may deduct the stated value of that promotional item from your refund if this condition was clearly disclosed as part of the promotion.
9. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order as soon as possible after delivery.
If your item:
- Arrives damaged
- Has a manufacturing defect
- Is materially different from what you ordered
- Is the wrong product
please contact us at:
info@sara-liva.com
Please include your order number and clear photographs showing the issue.
Where appropriate, we may offer:
- A replacement
- A refund
- Store credit
- Another remedy available under applicable law
For an accepted claim involving a defective, damaged or incorrectly supplied product, Saraliva will not require you to bear return shipping costs where applicable law requires us to cover them.
Normal variation in colour, texture or appearance that results from photography, screen settings or the nature of fabrics does not necessarily constitute a defect.
10. SIZING
Customers are responsible for selecting the correct size before placing an order.
Please review the product description and available sizing information carefully.
Ordering an incorrect size is considered a voluntary return and does not constitute a defective product.
Where the item otherwise qualifies for return, you may return it under this policy, but the associated return shipping costs will remain your responsibility.
11. CONDITION OF RETURNED PRODUCTS
Customers are responsible for taking reasonable care of products while they are in their possession.
We may refuse a voluntary refund or reduce the refundable amount, where permitted by applicable law, if a returned product:
- Has been worn
- Has been washed
- Is stained
- Has an odour
- Contains pet hair
- Is damaged
- Has been altered
- Is missing tags or packaging
- Shows other signs of use beyond reasonable inspection
Please package returned products carefully to prevent damage during transport.
12. RETURNED PACKAGES AND REFUSED DELIVERIES
Please ensure that the shipping information supplied when placing your order is complete and accurate.
If an order is returned to us because:
- The address supplied was incorrect or incomplete
- Delivery was refused
- The parcel was not collected
- The carrier was unable to complete delivery due to circumstances attributable to the customer
we may deduct any reasonable return transportation or additional shipping charges incurred by us from the amount refunded, where permitted by applicable law.
Original shipping costs will not normally be refunded in these circumstances.
13. ORDER CANCELLATIONS
We begin processing orders as quickly as possible.
If you wish to cancel an order, please contact:
info@sara-liva.com
as soon as possible.
We cannot guarantee that an order can be changed or cancelled once it has entered processing or has been shipped.
If cancellation is no longer possible, you may request a return after receiving the order if the product qualifies under this policy.
Mandatory cancellation rights provided by applicable consumer legislation remain unaffected.
14. DELAYED OR MISSING ORDERS
Delivery times displayed on our website are estimates unless expressly stated otherwise.
If your order is significantly delayed or has not arrived, please contact:
info@sara-liva.com
We will investigate the shipment with the applicable carrier.
Nothing in this section limits any statutory right to cancel an online purchase where goods are not supplied within a period prescribed by applicable Canadian provincial law.
15. CANADIAN CONSUMER RIGHTS
Saraliva sells products to consumers in Canada.
Consumer protection requirements can differ between Canadian provinces and territories.
Nothing in this Refund & Return Policy is intended to exclude, restrict or replace consumer rights that cannot legally be excluded or waived.
In certain circumstances, Canadian provincial legislation may give you rights to cancel an online agreement and receive a refund, including where legally required information was not provided or goods were not delivered within applicable statutory time limits.
Where such mandatory legal rights conflict with a provision of this policy, the applicable law will prevail.
16. QUÉBEC CUSTOMERS
Customers residing in Québec may have additional rights under the Consumer Protection Act (Québec) for distance contracts and online purchases.
Among other requirements, certain information must be provided to consumers before an online purchase is concluded, and consumers may have statutory cancellation or refund rights if these requirements are not met.
Where Québec law gives a consumer a right to cancel a transaction or requires Saraliva to cover return costs, those statutory rights take priority over our standard voluntary return conditions.
17. CHARGEBACKS
If you experience an issue with your order, we ask that you contact us first at:
info@sara-liva.com
so that we have an opportunity to resolve the matter.
Nothing in this policy limits any statutory right you may have to request a chargeback through your credit card issuer or payment provider.
18. CONTACT INFORMATION
For all return, refund, exchange or defective-product enquiries, please contact:
Saraliva
Grebbeberg 6
2402 ZD Alphen aan den Rijn
The Netherlands
Email: info@sara-liva.com
Chamber of Commerce (KvK): 97926507
VAT number: NL005297707B90