1. Introduction
This Return & Refund Policy (the “Policy”) applies to all customers purchasing products directly from SAGORA TECH Sp. z o.o. (“we”, “our”, “us”).
SagoraTech is a European Union–based company.
We are not a marketplace and we do not work with suppliers in China or any non-EU jurisdictions.
All return and refund rules apply exclusively to products sold and shipped by SagoraTech within the EU.
By placing an order with SagoraTech, you agree to the terms of this Policy.
2. When This Policy Applies
This Policy applies to:
✓ Products purchased directly from SagoraTech
✓ B2B customers located within the European Union
✓ Returns handled in accordance with EU commercial and consumer regulations (where applicable)
3. When This Policy Does NOT Apply
This Policy does not apply to:
- Products not purchased directly from SagoraTech
- Damage caused by misuse, neglect, improper storage, modifications, or unauthorized repairs
- Returns requested outside the allowed return period
- Missing packaging or accessories that do not affect product functionality
- Products clearly marked as “non-refundable” before purchase
- Custom-formulated, private label, or sample products (non-refundable once production has started)
- Any case where SagoraTech determines that a return/refund is not applicable under EU commercial standards
4. Return & Refund Situations
4.1 Incorrect Shipping Information Provided by Customer
If the customer provides incorrect shipping information:
- If the order has NOT shipped → we can correct the address or cancel the order.
- If the order HAS shipped → the customer must contact the carrier to redirect the parcel.
- Any additional re-delivery costs are the customer’s responsibility.
- If the customer requests a return/refund, they must return the product at their own expense.
4.2 Wrong Product Ordered / Not Liked (No Quality Issues)
SagoraTech may accept returns for non-defective items if:
- The customer contacts us within 14 days of receiving the order
- The product is unopened, unused, and in original condition
- The customer covers return shipping
- Refund is issued after inspection
4.3 Product Problems (Damaged, Incorrect, Missing Items, Quality Issues)
If you receive a defective, damaged, or incorrect product:
- Contact SagoraTech within 7 calendar days
- Provide clear photo or video evidence
If verified, we will offer one of the following:
- Replacement
- Refund
- Store credit
SagoraTech covers return shipping (if required).
If evidence is not provided within 7 days, the request may be declined.
Important:
Refunds for custom-made or private-label products may be declined if the customer previously approved formulas, specifications, or labels.
4.4 Logistics Issues (EU)
4.4.1 Incorrect Tracking Number
If SagoraTech provides an incorrect tracking number, we will correct it immediately.
If no valid tracking can be issued, a refund will be provided.
4.4.2 Delivery Delays
If delivery is significantly delayed beyond standard EU transit times:
- The customer must first contact SagoraTech
- We will investigate the issue
- If unresolved, we may offer a replacement or refund
4.4.3 Customer Pickup (If Applicable)
For warehouse pickup orders:
- Once the goods are collected by the customer or the customer’s carrier, all logistics responsibility transfers to the customer.
4.5 Package Not Received
If a package is not received:
- The customer must contact the carrier or SagoraTech for tracking assistance.
- If the parcel cannot be located within 15 calendar days, SagoraTech will investigate.
Refund or replacement applies if:
- The carrier confirms the package is lost
- SagoraTech cannot provide valid proof of delivery
Refund is NOT granted if:
- Valid proof of delivery exists (tracking confirmation, signature, etc.)
- The customer provides false evidence
5. Orders Outside the Return Window
If the return period has expired but the product is still under warranty, the customer must resolve the matter directly with SagoraTech under EU warranty regulations.
6. Contact Information
For all return or refund inquiries, contact:
SAGORA TECH Sp. z o.o.
ul. Domaniewska 17/19 – 133
02-672 Warszawa, Poland
📞 +48 571 364 853
📩 info@sagoratech.com