Refund policy

 Last updated: 2025

QUICK REFERENCE SUMMARY

Return window: 14 days from confirmed delivery
Exchange window: 14 days from confirmed delivery
Workshop cancellation — full refund: 72+ hours before session
Workshop cancellation — 50% refund: within 72 hours of session
Workshop cancellation — no refund: within 24 hours of session
Damaged items — report within: 48 hours of delivery
Refund processing time: 7–10 business days after approval
Contact: care@mysaga.co — subject line: Returns — [Order Number]

IMPORTANT: Items returned without prior authorisation will not be accepted.
Always contact care@mysaga.co before sending anything back.
This policy is compliant with UAE Federal Law No. 15/2020 on Consumer Protection.

Section 1 — Overview and Our Commitment
SAGA STUDIO LLC FZ is committed to quality in everything we make and everything we send. Every product that leaves our warehouse has been checked. Every workshop session is designed with care. If something is not right, we will work with you to make it right.

This Returns and Refunds Policy applies to all products purchased through mysaga.co and to all SAGA workshop and club session bookings. It is compliant with UAE Federal Law No. 15/2020 on Consumer Protection. Nothing in this policy limits your statutory rights as a consumer under UAE law.

By placing an order or making a booking on mysaga.co, you confirm that you have read and accepted this policy.

Section 2 — Return and Exchange Policy

2.1 Eligibility criteria
We accept returns and exchanges on eligible items within 14 days of the confirmed delivery date. To be eligible, all of the following conditions must be met:

• The return or exchange request must be submitted within 14 days of confirmed delivery
• The item must be unused, unworn, and unwashed
• All original tags must be attached and intact
• The item must be in its original packaging in the same condition as received
• Proof of purchase must be provided — your order confirmation email is sufficient

Items that do not meet ALL of the above conditions will not be accepted for return or exchange and will be returned to you at your expense.

2.2 Items eligible for return

• Saga Wear (clothing) — unworn, unwashed, tags intact, within 14 days
• Saga Play products — unopened and in original packaging, within 14 days
• Saga Everyday accessories — unused, in original packaging, within 14 days
• Items received damaged, defective, or incorrect — see Section 6

2.3 Items NOT eligible for return or exchange
The following items cannot be returned or exchanged under any circumstances:

•  — items marked as Final Sale at the time of purchase Final Sale
  Final Sale items are clearly labelled on the product page before purchase
• Personalised, custom-made, or monogrammed items
• Consumable items that have been opened
  This includes: art materials, pigment powders, seeds, craft kit contents, activity kit consumables, and any product with a hygiene seal that has been broken
• SAGA CLUB session bookings
  These are governed by the Workshop Cancellation Policy in Section 8
• Items used, washed, altered, or damaged after delivery
• Items returned without prior Return Authorisation from SAGA
• Gift cards and digital vouchers
• Shipping costs — original shipping is non-refundable except for damaged or incorrect items

Section 3 — How to Create a Return
All returns must be authorised before you send anything back. Returns received without prior authorisation will not be processed and will be returned to you at your expense.

• Contact us
  Email care@mysaga.co within 14 days of your confirmed delivery date.
  Subject line: Return Request — [Your Order Number]
• Include in your email
  Your full name and order number
  The item(s) you wish to return
  The reason for the return
  Whether you prefer a refund or exchange
  Clear photos if the item is damaged or incorrect
• Receive authorisation
  Our team responds within 2 business days with a Return Authorisation Number (RAN) and return address.
  Do not send anything back without your RAN.
• Pack and send
  Pack the item securely in its original packaging.
  Write your RAN clearly on the outside of the package.
  Use a tracked courier service. Keep your tracking number.
• We inspect and process
  Once received, we inspect within 2 business days.
  You will receive an email confirming approval or rejection.
  Approved refunds processed within 7–10 business days.

3.1 Return shipping costs

• Change of mind or sizing: return shipping cost is the customer’s responsibility
• Damaged, defective, or incorrect item: SAGA STUDIO LLC FZ arranges and covers the full cost of return shipping

RECOMMENDATION: Always use a tracked courier service for your return.
SAGA STUDIO LLC FZ is not responsible for items lost or damaged in return transit.
Keep your tracking number until your refund has been confirmed.

Section 4 — Requesting an Exchange
We offer exchanges for a different size or colour where stock is available. Exchanges must be requested within 14 days of confirmed delivery.

4.1 How to request an exchange

• Email care@mysaga.co with subject: Exchange Request — [Order Number]
• Include your order number, the item to exchange, reason, and preferred size or colour
• Our team confirms availability within 2 business days
• If available: we send a Return Authorisation Number and return instructions
• The exchange item is dispatched once your original item is received and inspected

4.2 Exchange terms

• Exchanges are subject to stock availability at the time of request — we cannot guarantee availability
• If the requested size or colour is unavailable, we will offer a full refund instead
• Only one exchange per order is permitted
• Exchange items are dispatched using standard UAE delivery — express is not available for exchanges
• Return shipping of the original item is the customer’s responsibility unless the item was received damaged or incorrect

Section 5 — Refund Processing

5.1 Timeline
Once your returned item is received at our warehouse, it will be inspected within 2 business days. You will receive an email confirming whether your return has been approved or rejected

Stage	Timeframe
Return received and inspection begins	Within 2 business days of receipt
Approval or rejection notification sent	Within 2 business days of inspection
Refund processed to original payment method	Within 7–10 business days of approval
Refund appears in your account	Allow up to 5 additional business days (bank dependent)

 

5.2 What is refunded

• The full product price paid, inclusive of any applicable VAT
• Original shipping costs are refunded ONLY where the return is due to a damaged, defective, or incorrect item received
• Return shipping costs paid by the customer are not refunded (except for damaged or incorrect items)
• Customs duties or import taxes paid by international customers are not refunded by SAGA

5.3 Refund method
Refunds are always returned to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, bank account, or payment method.

If your original payment method is no longer active, please contact care@mysaga.co and we will work with you to find a resolution.

5.4 Partial refunds
A partial refund may be issued in the following circumstances:

• An item is returned in a condition that does not fully meet our eligibility criteria but is accepted at our discretion
• Only part of an order is returned
• An item shows signs of use but is still accepted — a restocking assessment will apply

5.5 Rejected returns
If a return is rejected following inspection, you will be notified by email with the reason. Rejected items will be held for 7 days pending your instructions. If no instructions are received within 7 days, the item will be returned to you at your expense. If you disagree with a rejection decision, please email care@mysaga.co within 7 days of the rejection notice.

Section 6 — Damaged, Defective, or Incorrect Items Received

REPORT WITHIN 48 HOURS OF DELIVERY.
If your order arrives damaged, defective, or incorrect, contact care@mysaga.co within 48 hours. Reports received after 48 hours may not be accepted.

6.1 What to include in your report

• Your order number
• A clear description of the damage, defect, or incorrect item
• Photographs showing: the item itself, the damage or defect, the packaging, and the shipping label
• Whether you prefer a replacement or a full refund

6.2 What we will do
SAGA will review your report within 2 business days and respond with a resolution. For confirmed damaged, defective, or incorrect items, SAGA will:

• Arrange and cover the full cost of return shipping
• Send a replacement item at no additional cost, subject to stock availability
• If the item is out of stock: issue a full refund including original shipping costs

6.3 What constitutes a damaged or defective item

• Manufacturing defects present at the time of delivery
• Items physically damaged during transit
• Items that do not match the product description on the website at the time of purchase
• Items missing components listed in the product description

6.4 What does NOT constitute a damaged or defective item

• Minor colour variation due to screen display differences — we make every effort to display colours accurately but cannot guarantee exact colour matching between screens
• Natural material variation in handmade or artisan products, where disclosed on the product page
• Damage caused by the customer after delivery
• Normal wear and tear from use

Section 7 — Refund Method: Cash Refund or Store Credit Voucher
SAGA’s default refund method is a return to the original payment method. Store credit vouchers are available as an alternative if you prefer.

7.1 Requesting a store credit voucher
If you would prefer a store credit voucher instead of a refund to your original payment method, please state this clearly in your return request email. Store credit vouchers will be issued by email within 2 business days of return approval.

7.2 Store credit voucher terms

• Valid for 12 months from the date of issue
• Can be used against any product purchase on mysaga.co
• Cannot be applied to workshop bookings unless explicitly stated
• Hold no cash value and cannot be transferred or refunded
• Cannot be combined with other discount codes unless explicitly permitted
• Are non-refundable once issued
• Expire after 12 months — SAGA is not obligated to reissue expired vouchers, though extensions may be considered at our discretion

To request a voucher extension, email care@mysaga.co before the expiry date with your voucher reference.

Section 8 — SAGA Club Session Cancellation Policy
This section applies to all SAGA CLUB bookings, club sessions, and experiential programmes. SAGA CLUB bookings are a service, not a product, and are governed separately from product returns.

8.1 Cancellation policy

When you cancel	Refund	How to cancel
72 hours or more before the session	Full refund	Email care@mysaga.co with booking reference
Within 72 hours of the session	50% refund	Email care@mysaga.co with booking reference
On the day of the session	No refund	Contact care@mysaga.co
No-show without prior notice	No refund	N/A

 

8.2 SAGA cancels or reschedules a session
If SAGA cancels a session for any reason, participants will receive a full refund or the option to transfer to an alternative date. We will notify affected participants as soon as reasonably practicable by email and WhatsApp.

8.3 Transfers
Booking transfers to a different session date are permitted subject to availability, provided the request is made at least 72 hours before the original session date. To request a transfer, email care@mysaga.co with your booking reference and preferred alternative date. Only one transfer per booking is permitted.

8.4 Promotional workshop bookings
Where a workshop booking is made at a promotional or discounted rate, the same cancellation policy applies as full-price bookings. The refund amount will be calculated based on the promotional price paid.

Section 9 — Return Pickup Delays
Where SAGA arranges courier pickup for a return, we aim to schedule pickup within 2–3 business days of issuing the Return Authorisation.

9.1 If your pickup does not arrive on time

• Contact care@mysaga.co with your order number and RAN
• We will reschedule the pickup and confirm a new date within 1 business day
• A pickup delay does not affect your eligibility for a refund or exchange
• Your 14-day return window is measured from your initial contact with SAGA, not from the pickup date

9.2 Failed pickup attempts
If a pickup attempt fails because no one is available at the address provided, the customer is responsible for arranging to drop the item at the courier’s nearest drop-off point. SAGA will provide the address. A second failed pickup attempt may result in return shipping costs being charged to the customer.

SAGA is not responsible for pickup delays caused by circumstances outside our control, including courier operational issues, UAE public holidays, or force majeure events. In such cases, we will communicate proactively and ensure no customer is disadvantaged.

Section 10 — Cancelling or Modifying a Return Request

10.1 Cancelling a return before dispatch
If you have submitted a return request and wish to cancel it before the item has been sent back, please contact us immediately at care@mysaga.co with your order number and RAN. We will cancel the return request and close the case. The item is yours to keep. No further action is required.

10.2 Cancelling a return after dispatch
Once your return item is in transit, we are unable to cancel the return. Once received and inspected, it will be processed as a standard return. If you would prefer to have the item returned to you rather than receive a refund, please state this clearly when you contact us. We will hold the item for 7 days pending your instructions. Return shipping of the item back to you will be at your expense.

10.3 Modifying a return request
If you wish to change the items included in your return, or change your preference from refund to exchange (or vice versa), please contact care@mysaga.co before dispatching the return. Modifications cannot be made once the return item has been received and inspected.

Section 11 — International Orders
The same return and exchange eligibility criteria apply to international orders. However, the following additional terms apply:

• International customers are responsible for all return shipping costs, except where the item was received damaged or incorrect
• Customs duties and import taxes paid by the customer on the original order are not refunded by SAGA
• International returns may take longer to arrive — the 14-day return window refers to when the request is submitted to SAGA, not when the item arrives back
• SAGA is not responsible for items lost or delayed in international return transit
• We strongly recommend using a tracked international courier service for all international returns

Section 12 — Your Consumer Rights
This policy is compliant with UAE Federal Law No. 15/2020 on Consumer Protection and does not limit your statutory rights as a consumer under UAE law. If you believe your consumer rights have not been upheld by SAGA, you have the right to contact the relevant UAE consumer protection authority.

SAGA STUDIO LLC FZ is committed to resolving all returns, refund, and exchange concerns promptly and fairly. If you are not satisfied with our response to a returns request, please escalate to care@mysaga.co with the subject line: Escalation — [Order Number] and a senior member of the team will review your case within 3 business days.

Section 13 — Contact Us
For all returns, refunds, and exchange enquiries:

SAGA STUDIO LLC FZ — Returns Team

Email: care@mysaga.co
Subject line: Returns — [Your Order Number]
Response time: within 2 business days
Operating hours: Sunday to Thursday, 9 AM to 6 PM UAE time
Website: mysaga.co
Location: Dubai, United Arab Emirates

Please include your order number in all communications.
This significantly speeds up our ability to help you.