Returns Policy

We hope that you love your Saraya purchases, however, if you change your mind and want to ask for a return, please read our policy bellow.

Order Cancellations
If you change your mind, you may cancel your order for a full refund within 24 hours of purchase by contacting us at info@sarayatulum.com. After 24 hours, cancellations are no longer possible as your order may already be processing for shipment.

Returns
We accept returns within 14 days of delivery, provided the item meets the following conditions:

  • Unworn and unused

  • In original condition with all tags and packaging intact

  • Free of damage, perfume scents, or any alterations

To request a return, please email us at info@sarayatulum.com and include:

  • Your order number

  • The item(s) you wish to return

  • The reason for return

  • A photo or video of the product

Please check your junk or promotions folder for our reply.

Non-Returnable Items
For hygiene reasons, we do not accept returns on:

  • Bikinis or swimwear

  • Sale items, Flash Sale items, or promotional offers

We are committed to providing high-quality products and a great customer experience. If you receive an item that is defective or confirmed as faulty by our team, we will gladly offer a refund to your original payment method or a free exchange.

Please note that the following are not considered product faults: sizing issues, change of mind, or any damage caused after delivery (including wear, washing, misuse, or alterations).

If your item does not fit as expected, we are happy to offer a size exchange for the same item (subject to availability).

For all non-fault-related returns, including sizing or personal preference, we offer store credit or an exchange only, once the item has been returned, received, and approved after inspection.

These policies are in place to protect customer safety and ensure product integrity.

If the returned garment/s do not match the above condition we will contact you to provide further details.

Saraya Tulum reserves the right to reject any return if the garment has been returned back to us not in its original condition. Any garment/s returned to us that have been worn, soiled or damaged in any way or form will be rejected.

You will be given the option to pay for the goods to be returned back to you. If we do not receive a response within 7 business days then they will be donated.

Shipping Fees
Shipping fees are non-refundable. If you return an item, your refund will cover the product price only. Customers are responsible for return shipping costs and any customs duties, taxes, or import fees if applicable. If a return is sent with unpaid charges billed to Saraya Tulum, these amounts will be deducted from the approved refund or store credit. Original shipping charges, and any custom fees will be refunded only if the item is confirmed to be faulty by our team.

Refund Timeline
Once your return is received and approved, we’ll send you an email confirmation. Refunds are typically processed within 10 business days and issued to your original payment method. Bank processing times may vary.

If you need help with a return or refund, don’t hesitate to contact us at info@sarayatulum.com. We’re here to assist you.