Refund policy

General timeframes and conditions

You have 30 days from receiving your order to request an exchange or a return.

The item must be in perfect condition, with its tag and in its original packaging.

To start the process, go to our Returns & Exchanges Portal and enter your order number and the email address you used to place the order:

Go to the returns & exchanges portal

Within the first 15 days of receiving your order, you can return it for a refund to your original payment method.
From day 16 to day 30, you can exchange it for another item or return it for a refund as store credit or a gift card.

Once you have submitted a request through the portal, you have up to 7 days to send the item back to us. After that, the request will be cancelled.

Exchange and return costs

Zone Countries included Refund method Return cost
International (outside Spain and the EU) Non-ES / Non-EU Original payment method €30
International (outside Spain and the EU) Non-ES / Non-EU Bank transfer €30
European Union (excluding Spain) EU (excl. ES) Original payment method €12
European Union (excluding Spain) EU (excl. ES) Bank transfer €12
Spain ES Original payment method €5.00
Spain ES Bank transfer €5.00

Refunds

Your refund will be processed once we have received the piece and checked its condition.
If you request the return within 15 days of receiving your order, the amount will be refunded to the payment method used for the purchase. If you request it between day 16 and day 30, the refund will be issued as store credit or a gift card.

  • Original shipping costs are non-refundable, unless the error is attributable to SACH ATELIER.
  • Refunds are usually processed within 10 business days of the item arriving at our studio.
  • Your bank may need 3 to 5 additional days for the refund to appear in your account.
  • Any customs charges are the customer's responsibility.
  • If a parcel is refused at its destination, the cost of the return shipment will be deducted from the refund.
  • You have 3 days from receiving your order to report any defect or issue with the product.

Special conditions

  • Every SACH ATELIER piece is handcrafted, so small variations or quirks may occur — they are part of its unique character. These are not considered defects and are not grounds for a return.
  • If you receive a damaged or incorrect product due to an error by SACH ATELIER, we will cover all costs of the exchange or return, provided the issue is reported and the product is sent back within the stated timeframe.
  • We cannot accept returns of items that are used, incomplete, tampered with, returned in poor condition for reasons not attributable to SACH ATELIER, or without their packaging in perfect condition, including the fabric pouch and the box.
  • Personalised or made-to-measure items cannot be returned or exchanged.
  • If you receive an incorrect or defective item, you have a maximum of 30 calendar days from receiving your order to report the issue and send the product back for it to be covered by the warranty. After that period, any further handling and the related shipping costs will be the customer's responsibility.
  • If an order is not collected, or the address provided is incorrect for reasons not attributable to SACH ATELIER, the cost of re-sending it will be charged to the customer.
  • It is the customer's responsibility to pack the piece properly for its return. SACH ATELIER is not responsible for damage caused in transit by inadequate packaging.
  • Gift cards are non-refundable.
    If you pay with a gift card and there is a remaining balance, it will stay on the card for future purchases, within the card's validity period.

Warranty

At SACH ATELIER, every piece is made to last, which is why we offer our customers the peace of mind of clear, honest cover.

SACH commercial warranty

We also offer a 6-month commercial warranty, designed around the specific care our handcrafted pieces need. This additional cover includes free repair or replacement of the piece in the event of manufacturing defects or structural problems arising under normal conditions of use. Exchanges are subject to stock availability.

Exclusions

The warranty does not cover:

  • Damage resulting from misuse, knocks, drops, pulling, or exposure to chemicals, perfume, water, humidity or sweat, nor natural wear from everyday use.
  • Improper handling or repairs carried out outside SACH ATELIER.
  • Changes in colour, loss of shine or wear of the plating that may occur with normal use are not considered manufacturing defects.

Procedure

SACH ATELIER reserves the right to refuse any return that does not meet the stated conditions or is sent outside the stated timeframe.

Once we receive the piece, SACH ATELIER will take a reasonable amount of time to inspect it and confirm whether the issue is covered by the warranty.

To make a warranty claim:

  1. Email info@sachatelier.com with your order number.
  2. Attach clear photos of the piece and the defect.
  3. Our team will review your case and send you instructions for returning it.

Customer care

For any questions about exchanges, returns or the warranty, get in touch with our team at info@sachatelier.com.
We'll be happy to help and guide you through the whole process.