Returns Policy

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

Order Cancellations
If you change your mind, you may cancel your order 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 our customers with high-quality products and services. However, if you receive a defective product, we will gladly accept your return/exchange. Please note that sizing issues, change of mind, damages due to use, washing, self-repair, or other human interventions do not qualify as quality issues, and will be investigated separately for a store credit refunds only, if approved.

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 costs are non-refundable. If you return an item, your refund will reflect only the product price. Except in cases where the item is confirmed to be faulty by our team

Exchanges
We do not offer direct exchanges. If you wish to order a different item, please return the original product (if eligible) and place a new order separately.

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.