Returns and Complaints

Unwanted Goods

  • Any unwanted goods that have been purchased within 30 days of receipt, can be returned.
  • These must be unused and in their original packaging.
  • Items can be returned for a refund or an exchange.
  • If you are returning goods via post, please obtain proof of the postage so you have evidence they have been posted.
  • Please ensure to enclose a cover letter in your returned parcel including your name, billing address, and order number. Failure to enclose any identifying information may result in significant delays when replacing or refunding your item(s).

* All unwanted items must be returned at your own expense. Please contact info@sailvvay.co.uk for further instructions and details of where to send your return

Incorrect/Damaged Goods

  • Any incorrect orders or damaged goods must be reported to our Customer Services Team within 5 days of receipt.
  • These will be replaced as soon as possible at no expense to you.
  • A cover note detailing the returned item(s) and the action required, is a necessity if you wish for it to be processed quickly and efficiently. You can use the PDF download at the bottom of the page.
  • If you are returning goods via post, please obtain proof of the postage so you have evidence they have been posted.
  • These goods will only be exchanged or refunded if they have not been used, worn, or otherwise soiled and are in their original, undamaged packaging.

Warranty Issues

  • Any items that have developed a fault and have been purchased within a 12-month period can be returned for either repair or replacement.
  • Sailvvay UK reserve the right to return any faulty goods to the manufacturer before exchanging or refunding where necessary.
  • If the manufacturer deems the fault not to be that of the product, Sailvvay UK reserve the right not to issue an exchange or refund.

Please note, we are entirely in the hands of the manufacturer when it comes to warranty terms and conditions. We will always work as hard as we can to ensure that the outcome is the one that you, as our customer, are entirely satisfied with.

You should allow approximately 10 – 14 working days for the entire returns/repair/replacement procedure to be completed.

Complaints

If in the unlikely event that you wish to raise a dispute or complaint we advise you to contact our friendly Customer Service Team. They will be more than happy to assist and aim to solve any issue you may have.

We endeavor to acknowledge your dispute or complaint within 2 working days and we will attempt to solve it as soon as possible. You will be provided with the name of the advisor dealing with your request as soon as they respond.

If you have any queries or concerns on any of the above then please feel free to contact our Customer Services Team using the below details. Please include an order number when e-mailing or have an order number to hand when calling in.

Email – info@sailvvay.co.uk