Missing/Incorrect or Defective Items Upon Receiving
Our policy lasts 24 hours. You must report any missing, incorrect or defective items within 24 hours from receiving of the order and provide us with a complete, unedited and clear unboxing video that starts from its original packaging to the moment the missing or defective item/s have been discovered. In other such cases, we only replace items if they are offered the wrong size, sent the wrong item or if it is defective or damaged upon receipt(for local or courier delivery) or upon releasing (for self-pickup). If your item is covered by a warranty, please refer to our Warranty Claims section.
Request for a Change of Size

We do accept change of size in the clothing and apparel category if it was requested within the same calendar month within office hours from when your order was placed.

Change of Mind

Unfortunately, we do not allow any exchanges, refunds, or order changes in cases of Change of Mind. Thus, we encourage you to finalize and confirm your line items before checking out. If you need any assurance or clarification about the products, reach out to our customer support at any of our social media pages for assistance:

Goods that are Exempt from Returns

Several types of goods are exempt from being returned, such as but not limited to:

  • Gift cards
  • Intimates, like underwear and binders
  • Some health and personal care items
  • Personalized and customized items
Return Process

To complete your return, please send us detailed photos or video proof of the damaged / faulty product. Please reach out to our customer support at any of our social media pages for assistance:

Note: We may require additional information or proof from your end. The company reserves the right to accept or decline return requests as governed by the laws in our territory.

Warranty Claims

All of our mechanical and electronic goods are covered by warranty . Please refer to the product listing for the details regarding warranty terms and coverage. If you wish to claim the warranty or ask for assistance even after the warranty period has elapsed, don’t hesitate to contact us.


Refunds will only be done for approved returns that we cannot exchange or replace immediately. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your credit card company.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at mktg@sartelara.com.

Sale items

Items bought at a discounted price will have the same protocols as items that are bought at a regular price except otherwise if the sale item was bought with the flaw or expiry clearly stated in the product name or description.

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