Return Policy
Return Policy – Ella & Sage
This Return Policy outlines the conditions, procedures, and responsibilities related to returning products purchased from Ella & Sage. By placing an order on our website, the customer acknowledges and agrees to the terms described in this policy.
General return conditions
A return request may only be submitted after the customer has received the item. Returns are accepted solely in accordance with the conditions set out in this policy. All return shipping costs, including international shipping, customs duties, handling fees, and any related service charges, are the sole responsibility of the customer.
Returned items must be unused, unwashed, undamaged, and in their original condition. All original packaging, labels, and tags must be intact and attached. Items that show signs of wear, use beyond simple fitting, washing, alteration, or damage will not be accepted for return.
Trying on an item briefly for size and fit assessment is permitted. Wearing an item for extended periods, outdoor use, or daily activities is not permitted and will result in rejection of the return.
Purchasing multiple sizes, colours, or variations of the same product with the intention of returning part of the order is not permitted and may result in the return request being declined.
Return request procedure
To initiate a return, the customer must contact Ella & Sage by email at support@ellasage-toronto.com within fourteen (14) days of receiving the item. Requests submitted outside this period will not be accepted.
Upon approval of the return request, the customer will receive the return address of our fulfilment partner. Returned items must be shipped to the designated international warehouse, which is located in China.
The customer is responsible for arranging and paying for return shipment, including all shipping costs, customs declarations, duties, taxes, and service fees. Returns must be sent using a tracked shipping method. Proof of shipment may be requested and must be retained by the customer until the return process is completed.
Returns sent without prior approval, to an incorrect address, or without tracking may not be processed.
Inspection and approval of returns
All returned items are subject to inspection upon arrival at the fulfilment facility. Ella & Sage reserves the right to refuse a return if the item does not meet the conditions outlined in this policy.
If a return is rejected due to non-compliance, the item may be returned to the customer at the customer’s expense or disposed of, at the discretion of the seller.
Refund processing
Once a returned item has been received and approved, a refund will be issued within fourteen (14) days. Refunds are processed to the original payment method used at checkout.
Original shipping costs are non-refundable. Any fees incurred during the return process, including customs charges or carrier fees, are not reimbursed.
Refund processing times may vary depending on the payment provider and financial institution.
Responsibility and delivery issues
Ella & Sage is not liable for parcels that are marked as delivered by the carrier to the address provided by the customer. Responsibility for accurate and complete delivery information rests solely with the customer.
Any address errors or corrections must be reported within twenty-four (24) hours of placing the order. Requests submitted after this period may not be accommodated.
Ella & Sage is not responsible for lost, delayed, or misdelivered return shipments. The use of tracked shipping is strongly recommended.
Contact information
For questions regarding returns or this Return Policy, customers may contact us at: support@ellasage-toronto.com