Return and Refund Policy

This Return and Refund Policy ("Policy") outlines the terms under which CIASARA handles returns, refunds, and related customer support across all our sales channels — including our website (www.ciasara.com), social media stores, and online marketplaces. This policy applies to both domestic and international orders.

By placing an order with us, you acknowledge that you have read, understood, and agree to abide by the terms outlined in this Policy. This ensures a fair, smooth, and transparent process for both customers and our fulfillment team.

1. Eligibility Criteria for Returns

  • Non-Returnable Items: Custom-printed, personalized, made-to-order items, digital products, final sale items, beauty products, bodysuits, face masks, intimates, lingerie, body jewelry, swimwear, and wholesale orders are non-returnable.
  • Returnable Items: Unworn clothing with original tags and packaging, in resalable condition.
  • Condition: Products must be returned in original packaging, unused, unwashed, unaltered, and with tags and labels attached. Used or modified items will not be eligible for return.
  • Damaged or Defective Items: Must be reported within 24 hours of delivery for return or refund eligibility. Items must remain unused and unwashed.
  • UK & EU Orders: Please note that under UK Consumer Contracts Regulations and EU Consumer Rights Directive, customers normally have a 14-day right to cancel online purchases. However, this right does not apply to custom-printed, personalized, or made-to-order products. This exemption is in line with the UK Consumer Contracts Regulations and EU Consumer Rights Directive, which exclude custom-printed, personalized, or made-to-order products from cancellation rights. As most CIASARA products are made-to-order (unless specified otherwise on the product page), we can only accept returns where an item arrives faulty, damaged, or incorrect. This ensures fairness while also complying with local regulations.
  • International Orders: Orders shipped outside the UK and EU are not eligible for return unless otherwise stated on the product page. In the US, returns are also not accepted except for damaged, defective, or incorrect products.
  • Damaged or missing shipments must be reported within 24 hours of delivery date or estimated delivery date (in case of non-delivery).
  • Wrong Address or Customer Unavailability: CIASARA is not liable for missed deliveries due to incorrect shipping addresses or customer unavailability. Additional re-shipping charges may apply, or refund may be deducted accordingly.
  • Customer Errors: Because most of our products are custom-made to order, we are unable to accept returns for customer selection errors (such as wrong size, color, or design), unless specified differently on the product page.
  • Exchanges: We do not process direct exchanges. You may return eligible items and place a new order separately.

2. Return Window and Conditions

  • UK & EU Customers: Return requests for faulty, damaged, or incorrect products must be raised within 14 calendar days of delivery (custom-printed/made-to-order items are exempt from cancellation rights, except where faulty, damaged, or incorrect).
  • US & International Customers: Returns are not accepted except in cases of damage, defect, or order errors on our part.
  • For orders with multiple packages, return window starts from the final delivery date.
  • Return shipping cost is the customer's responsibility unless due to our shipping error, damaged product, or if clearly specified otherwise on the product page.

3. Return Request Process

  1. Fill out our 'Initiate Return / Refund' form available on the website or email us at info@ciasara.com within the return window.
  2. Our support team will review your request and respond within 48 hours with approval and return instructions.
  3. In some cases, returns may be directed to our fulfillment warehouse partners (the return address will be provided on the package or in your return approval email). If not, returns should be sent to our registered company address in the UK. We will confirm the correct return address once your request is approved.
  4. Once approved, items must be shipped back within the return period as stated in the return approval email.
  5. Returned items will be inspected before a refund is processed. Items failing to meet our eligibility criteria may be declined or subject to a restocking fee. If a return is accepted as a goodwill exception beyond our stated policy, a restocking fee of up to 20% may apply.

4. Refund Policy

  • Refunds will be processed within 14 calendar days of receiving the returned goods (or valid proof of return).
  • Additional time may be required for banks or credit card issuers to reflect the refund. Contact info@ciasara.com if not received within 15 business days.
  • Shipping charges are non-refundable, unless the return is due to a damaged item or a CIASARA error.
  • Products returned that do not meet return conditions may be declined or, if accepted as a goodwill exception, subject to a restocking fee of up to 20%.

5. Damaged, Defective, or Missing Items

  • Report any damaged, defective, or missing products within 24 hours of delivery (or estimated delivery date for non-delivered items).
  • Include your order ID, photos/videos of the damaged item(s), and a brief description of the issue in the return form or email.
  • Products with design issues across multiple items must show all affected products in one photo or video frame for confirmation.
  • Return shipping for such cases is covered by CIASARA.

6. Orders with Multiple Items / Combo Shipments

Orders may be fulfilled from multiple warehouses. You may receive separate deliveries and tracking numbers. Returns must be initiated separately if coming from different locations. Shipping fees will be evaluated case-by-case for combo orders containing both flat-rate and weight-based items.

7. Force Majeure

CIASARA will not be considered if there is a breach of its satisfaction guarantee policy or default under any terms of service, and shall not be liable to the Client for any cessation, interruption, or delay in the performance of its obligations because of the earthquake, flood, fire, storm, lightning, drought, landslide, hurricane, cyclone, typhoon, tornado, natural disaster, the act of God or the public enemy, epidemic, famine or plague, action of a court or public authority, change in law, explosion, war, terrorism, armed conflict, labor strike, lockout, boycott or similar event beyond our reasonable control, whether foreseen or unforeseen (each a “Force Majeure Event”).

8. Extraordinary Situations

There could be chances where we may have to cancel your order due to stock limitations, inaccuracies or errors with systems, issues with products or processes, or issues highlighted by our financial security and fraud risk management team. In case the order gets canceled following your payment, the amount will be reversed back to your CIASARA account. Upon your request, the said amount can be refunded to your original payment source account which you used to pay for the order (Credit/Debit/Internet banking/Wallet Payment).

9. Policy Changes

The Policy is subject to change. Please review periodically. We may update our refund policy from time to time. We will notify you of any changes by posting the new refund policy on this page.

At CIASARA, we value our customers and are committed to providing exceptional customer service. If you have any questions or concerns about our returns and refund policy, please do not hesitate to contact us. We are always happy to assist you and ensure that you are satisfied with your purchase.

Last Updated: July 5, 2025

For any questions or clarification, feel free to reach out to us at info@ciasara.com. We are here to help ensure a smooth shopping experience with CIASARA.