Refund policy

At Sarolu, we are committed to providing a premium shopping experience, clear customer service and a fair returns process. This Returns and Refunds Policy explains your rights and our procedures regarding returns, refunds, replacements and exchanges for customers who make purchases through our store in Europe.

Sarolu is operated by EVERMONT BRANDS LLC, a company registered in the state of Florida, United States, which serves customers throughout Europe via our online store.

This policy has been prepared to comply with applicable consumer protection laws in the regions where our products and services are offered, including the European Union (EU) and the European Economic Area (EEA).

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1. Returns and your consumer rights

In addition to your statutory consumer rights, Sarolu voluntarily offers a 30-day returns policy for eligible orders. You may request to return your order within 30 days of receiving your goods, subject to the conditions set out in this policy.

To make use of this policy, you must notify us within 30 days of receiving your order. Once your return request has been approved, you must return the item in accordance with the return instructions we provide.

You may inspect and handle the product as you would in a physical shop to establish its nature, characteristics and functionality.

However, returned items must:

• Not have been used beyond what is reasonably necessary for inspection;
• Be free from stains, damage, scratches or excessive wear;
• Where possible, include the original packaging, labels, protective covers and accessories;
• Be returned in a condition suitable for resale.

For cancellations due to a change of mind, customers are responsible for the return shipping costs, unless applicable law provides otherwise or we confirm otherwise in writing.

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2. Refund conditions

Once your returned item has been received and inspected, we will determine whether it is eligible for a refund.

Approved returns may be eligible for:

• A full refund of the purchase price;
• A replacement product;
• Store credit if agreed by both parties.

Refunds will be issued to the original payment method where possible.

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3. Faulty, damaged or incorrect items

If your order arrives damaged or faulty, or if you receive the wrong item, please contact us as soon as possible.

To help us assess the issue, we ask that you provide the following:

• Your order number;
• A description of the issue;
• Clear photographs showing the fault, damage or incorrect item.

When a claim is approved, Sarolu may offer the following:

• A replacement item;
• An exchange;
• A repair where appropriate;
• A full refund.

For approved claims involving faulty, damaged or incorrect items, return shipping costs will be covered by Sarolu.

Please note that natural variations in fabrics and materials, including differences in fibre structure, texture, colour tone, finish and fit, may be normal characteristics of clothing and are not considered manufacturing defects.

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4. Exchanges

We currently only offer exchanges for items that are faulty, damaged or incorrectly supplied.

If you wish to purchase a different style, colour, size or product, we recommend returning the original item in accordance with this policy and placing a new order.

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5. Refund processing times

Returned items are generally inspected within 2 working days of arriving at our returns facility.

Once approved, refunds are generally processed within 7 working days.

Depending on your payment provider, bank or card issuer, it may take additional time for the refund to appear in your account.

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6. Refused deliveries and uncollected parcels

If a parcel is refused by the recipient or is not collected and is returned to us by the carrier, we will process the return once the item has been received and inspected.

Where permitted under applicable law, return shipping costs, carrier fees, customs charges or other direct costs associated with the return may be deducted from the amount to be refunded.

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7. Items that cannot be returned

The following items cannot be returned unless they are faulty, damaged or incorrectly supplied:

• Gift cards;
• Digital products or downloadable content;
• Personalised or made-to-order items;
• Products manufactured or altered specifically at the customer's request;
• Items excluded from the right of return under applicable consumer law.

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8. Starting a return

To request a return, you must contact our customer service team before sending an item back.

You may also submit a return or cancellation request via your customer account.

Email: hello@sarolu.com

Please include:

• Your order number;
• Your full name;
• The reason for the return;
• Photographs, where applicable.

Our team will provide the correct return instructions once your request has been reviewed. Do not return any items without contacting us first, as this may delay the returns process.

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9. Contact details

Brand: Sarolu

Operated by:
EVERMONT BRANDS LLC

Business address:
1045 COLLINS STREET
MELBOURNE, FL 32935
UNITED STATES

Email:
hello@sarolu.com

Customer service opening hours:
Monday – Friday: 09:00 – 17:00 (Central European Time – CET)

Our customer service team is available during standard European business hours to assist customers in the regions we serve.

We aim to respond to all enquiries within 24 working hours.

Last updated: 6 August 2026