2. Returns and Refund Policy
Last updated: September 10, 2026
At Sarah’s Collection, we want you to feel comfortable shopping with us. This Returns and Refund Policy explains how returns, refunds, exchanges, cancellations and our 30-day money-back guarantee work.
This policy applies to purchases made through sarahs-collection.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee, subject to the eligibility requirements and other conditions stated in this policy.
If you are not satisfied with your order or something is not quite right, you may submit a return request within 30 days of physically receiving your order.
A standard return may only be requested after the order has been physically received. Requests made while an order is still in transit will not be treated as return requests. However, this does not affect any cancellation or other rights available under applicable consumer protection laws.
To start a return request, email us at:
Please include:
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Your full name
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Your order number
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The email address used for the order
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The reason for the return
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Clear photos if the item is damaged, faulty or incorrect
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Any other information that may help us review your request
Our team will review your request and reply with the next steps.
Return approval
Please do not send any items back before contacting us.
All returns must first be approved by Sarah’s Collection by email. Items returned without prior approval may not be accepted or refunded.
If your return is approved, we will provide the return instructions and the correct return address. This may be the address of our supplier or fulfilment partner and may be located outside Canada.
Items must only be returned to the address provided by our customer service team. Returns sent to another address may not be accepted or refunded.
Return shipping costs
For approved change-of-mind, sizing or preference-related returns, the customer is responsible for all return-related costs, including:
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Domestic or international return postage
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Tracking costs
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Customs charges
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Import or export duties
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Taxes or handling fees
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Any other carrier or return-related charges
Original shipping costs and return shipping costs are non-refundable, unless applicable law requires otherwise.
We strongly recommend using a tracked shipping service. Sarah’s Collection cannot confirm or complete a return until the returned parcel has been received at the approved return location.
Tracking required for returns
The customer must provide valid tracking details for every approved return.
A refund can only be processed after the returned item has been received and inspected by the fulfilment partner or approved return location.
If a returned parcel is lost in transit, sent to the wrong address or cannot be confirmed as delivered, we may be unable to issue a refund.
Condition of returned items
To be eligible for a return, all items must be:
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Unworn
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Unwashed
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Unused
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Undamaged
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In their original condition
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Returned in their original packaging
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Returned with all original tags and labels attached
Items showing signs of wear, washing, use, damage, perfume, odours, stains, makeup marks, pet hair or alterations will not be accepted.
Trying on an item is permitted only to the extent reasonably necessary to check its size and fit. Items that have been worn for a longer period or used beyond this purpose may not be accepted.
These requirements do not prevent customers from reporting an item that arrived damaged, faulty or incorrect.
Multiple-size orders
Ordering multiple sizes of the same item with the intention of keeping one size and returning the others is not permitted.
If multiple sizes of the same item are ordered, those items are not eligible for a change-of-mind or size-related return or refund. Sarah’s Collection may refuse the return of these items.
Customers are responsible for reviewing the available size chart before placing an order. If you need help selecting a size, please contact us before ordering.
This rule does not limit any rights relating to items that arrive damaged, faulty or incorrect, or any rights that cannot legally be excluded.
Items that are not eligible for return
The following items are not eligible for change-of-mind returns:
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Gift cards
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Items that have been worn, washed, used or damaged
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Items without their original tags, labels or packaging
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Items returned without prior approval
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Items sent to an address other than the approved return address
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Multiple sizes of the same item ordered with the intention of returning part of the order
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Items for which a return request is submitted after the 30-day return period
This does not limit any rights available under applicable Canadian consumer protection laws.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery whenever reasonably possible at:
Please include:
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Your order number
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A clear description of the issue
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Clear photographs of the item
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Clear photographs of the packaging and shipping label
Reporting the problem promptly allows us to investigate it with our supplier and shipping provider. Reports submitted after 48 hours will still be reviewed, but delays may make it more difficult to confirm when or how the damage occurred.
We will review the issue and work with you on an appropriate solution. Your rights under applicable Canadian consumer protection laws are not excluded or limited by this policy.
Incorrect or incomplete delivery addresses
Customers are responsible for entering a complete and correct delivery address when placing an order.
If you notice an error, please contact us immediately. We cannot guarantee that an address can be changed after an order has been processed or shipped.
If an order cannot be delivered or is returned because the customer provided an incorrect or incomplete address, refused the delivery or failed to collect the parcel, the customer may be responsible for any return, redelivery or reshipping costs.
Any refund in these circumstances will only be considered after the parcel has been returned and received. Original shipping, return shipping and other carrier-related costs may be deducted or excluded from the refund, unless applicable law requires otherwise.
Parcels marked as delivered
If tracking information shows that a parcel has been delivered but you cannot locate it, please:
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Check the delivery location and surrounding areas
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Ask other members of your household or neighbours
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Contact the carrier responsible for the final delivery
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Contact us with your order number and tracking information
We will review the available tracking and delivery information. A delivered tracking status does not automatically guarantee a refund or replacement.
If the carrier confirms that the parcel was delivered to the correct address provided with the order, Sarah’s Collection may not be responsible for theft, loss or misplacement occurring after delivery. Each situation will be reviewed based on the available evidence and applicable consumer protection laws.
Refund amounts
For an approved change-of-mind, sizing or preference-related return, the refund covers only the amount paid for the approved returned product.
Original shipping costs, return shipping costs, customs charges, duties, taxes and other return-related costs are non-refundable, unless applicable law requires otherwise.
Refunds relating to damaged, faulty, incorrect or legally non-compliant items will be handled according to the circumstances and applicable consumer protection laws.
Refund processing
Once the returned item has been received and inspected, we will notify you by email.
If the return and refund are approved, the refund will be issued to the original payment method within 5 business days.
Your bank, card provider or payment provider may require additional time to process and display the refund in your account.
Exchanges
We may offer an exchange or another solution depending on the situation and product availability.
To request assistance, contact us at:
We will review your request and let you know which options are available. Customers may be responsible for return and reshipping costs for size-related or change-of-mind exchanges.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
A cancellation request is separate from a return request.
If your order has not yet been processed or shipped, we will do our best to cancel it. If the order has already been processed or shipped, cancellation may no longer be possible.
Once an order has been shipped, the customer must normally receive the order before requesting a standard return. This does not limit any cancellation rights that cannot legally be excluded.
Canadian consumer protection rights
Nothing in this policy limits any rights or remedies available under applicable federal, provincial or territorial consumer protection laws in Canada.
Where applicable laws provide rights that cannot be excluded, restricted or waived, those rights will continue to apply.
Contact us
For questions about a return, refund, exchange, delivery or order, contact us at: