Refund policy

RETURNS & EXCHANGES
You can return an item purchased, for exchange or store credit within 14 working days of receiving your item.
You must return goods to us within 14 working days of us replying to your return request.
To be eligible for a return, your item must be unused and in the same condition that you received it (the item must be in brand new condition, unwashed and unworn). It must also be in the original packaging.

To return your product, please email hello@saylormae.co.nz with your details, order number and reason for return.
Customer will be responsible for all shipping charges associated with the return and exchange. We recommend sending the item via tracked courier to ensure that your parcel does not go missing. Saylor Mae is not liable for any missing returns and we can only process your return once the item has been received back at our head office in Auckland.
Depending on where you live, the time it may take for your exchanged product to reach us may vary.

All sale items are not returnable, and not refundable. Shipping charges are non-refundable.

DAMAGES / FAULTY PRODUCTS
In the rare occurrence there is a fault - please inspect your order upon receipt and contact us within 7 days if the item is defective, damaged or if you receive the wrong item, so we can fix this issue. 

If you believe you have received a faulty product please contact us at hello@saylormae.co.nz within 7 days of receiving your item, to notify us of an intended return or exchange, and we can help you with the process. We will happily replace the product (if in stock) free of charge, or provide a full refund. All goods must arrive back to us in their original condition. Any goods that have been damaged or altered from their original condition are not eligible for return. We recommend obtaining tracking on your return parcel, and keep a copy of your receipt or proof of shipment, as we cannot process a return without physical goods or proof of delivery. We aim to process returns within 2 business days of your order arriving back to us. We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. You can always contact us for any return question at hello@saylormae.co.nz

REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund except in the case of a manufacturing defect or a shipment mistake on our part.
For products that were eligible for free shipping, we reserve the right to deduct our shipping costs from any refund due.
Any refunds/returns made for orders placed using Laybuy/Afterpay/Humm will incur a 5% fee which are non-refundable fees charged by the payment provider to us. 

For all refund, returns and exchanges in accordance with our policies – please return your product via tracked courier to the address given to you upon request.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.