At Sastelabel, we are committed to ensuring a smooth and satisfying experience for our buyers. We aim to protect you in case of order cancellations, severe delays, or product quality issues. Please read our policy carefully to understand how we manage returns and refunds.

1. Order Confirmation and Processing

Scenario 1 - For Representative Products: The product images/videos shown are for illustrative purposes only and may not be the exact product you will receive. The actual product may vary in appearance, color, and condition.

The order will only be confirmed and processed once the buyer approves a recorded video of the goods-purchased. The video must be recorded and shared by the seller to demonstrate the condition and quality of the items. The buyer’s approval of this video is mandatory before the order enters the fulfillment stage.

Scenario 2 - For Exact Products wherein the images/videos shown are of the actual item for sale. This is the exact product you will receive upon purchase. However, due to the nature of secondhand fashion, the actual product may vary slightly in condition, color, or appearance from the images displayed.

The order will only be confirmed and processed automatically as per SOP.

2. Cancellations and Refunds

a. Refunds Before Order Fulfillment

• Cancellation Before Shipping: If you wish to cancel your order and request a refund before the order has been processed for fulfillment (typically before shipping), you may do so by contacting us immediately. Once we verify your request and complaint, the refund process will begin.

• Processing Time: Refunds for cancellations made before the order enters fulfillment will be processed within 2-3 business days after approval. Depending on your bank’s processing times, you should receive the refund in your account shortly thereafter. this can take upto 5-7 working days.

• b. Refunds After Order Fulfilment

• Quality Issues or Missing Items: If you have already received your order and discover a product quality issue or a missing item, you may request a refund. In this case, the refund will first go through a verification process with our team.

• Verification Process: The verification process may take up to 4-7 business days. Once we confirm your claim, the refund will be initiated. The refund takes up to 2-3 working days to be processed, after which you should receive the funds depending on your bank’s processing time, which can take upto 5-7 working days.

Important: We recommend creating an unboxing video when receiving the items to support any potential claims of missing or damaged goods. This will help expedite the verification process and assist in conflict resolution.

3. Return and Refund Scenarios

a. Items Not Received

If you have not received the items you purchased and experience a significant delay in delivery, we will work with you to track the shipment. If we are unable to locate your items or determine that the seller cannot fulfill the order in a timely manner, we will process a refund without delay.

Your satisfaction is our priority, and while we understand that shipping delays may happen, we will take every step necessary to resolve the issue as quickly as possible.

b. Items Received Not as Described

If the items you receive are significantly different from what was shown in the seller's video (e.g., in terms of quality, condition, or type), you may be eligible for a refund. Our team will initiate a verification process that may include:

• Reviewing the seller’s video that was approved prior to shipping.

• Reviewing your unboxing video

• Conducting a thorough investigation with the seller.

If your claim is verified, we will process your refund within 2-3 business days.

4. Non-Refundable Situations

Refunds will not be provided in the following cases:

• The buyer changes their mind after approving the seller's video and the order has entered fulfillment.

• The issue raised is due to normal wear and tear or is subjective in nature (e.g., slight differences in colour due to lighting in the video).

• The buyer fails to provide necessary proof of the issue (e.g., unboxing video or relevant images) if requested during the verification process.

5. How to Request a Refund or Report an Issue

If you wish to request a refund or report any issue related to your order, please contact us through the following channels:

• Email: support@sastelabel.com

• WhatsApp: Available on our website during business hours.

Please provide the following details to help us process your request faster:

• Order number

• Seller’s name

• Detailed description of the issue

• Any supporting documentation (e.g., video, photos)

6. Refund Processing Timeline

Once your refund request is approved, we will process it within the timelines specified below:

• Refund before order fulfillment: 2-3 business days after approval.

• Refund after order fulfillment: Verification within 4-7 business days, followed by a refund initiated within 2-3 business days after verification.

The total time for the refund to reflect in your account will depend on your bank’s processing times.

At Sastelabel, we strive to offer a transparent and efficient return and refund process. Your trust and satisfaction are our top priorities, and we are committed to addressing any concerns you may have. If you have any questions or need assistance, please don’t hesitate to reach out to us.