Refund policy

Returns & Exchanges

At CSARA, we want you to be happy with your purchase. If something isn’t quite right, we’re here to help.

We offer free exchanges across the UK and UAE, with CSARA covering both return shipping and replacement delivery.

Customers are responsible for return shipping costs when returning unwanted items for a refund, unless an item is faulty, incorrect or applicable consumer law requires otherwise.

How to Request a Return or Exchange

Please email csara@csaraofficial.com with:

  • Your order number
  • The item you wish to return or exchange
  • Whether you would prefer a refund or exchange
  • The reason for your request, if you wish to provide one

Our team will provide return instructions and the appropriate return address.

Please contact us before sending items back so we can assist you. This does not restrict your statutory cancellation rights.

Free Exchanges

We offer free exchanges on eligible CSARA products across the UK and UAE.

  • Exchange for any available CSARA product, subject to stock availability.
  • CSARA covers both return shipping and replacement delivery costs.
  • If your replacement item costs more, you will need to pay the difference.
  • If your replacement item costs less, we will refund the difference.
  • Items must meet our return conditions, subject to statutory rights.

Please contact us within 14 days of receiving your order to request an exchange.

UK Returns & Refunds

For online purchases, you have the legal right to cancel your order within 14 days of receiving it, without providing a reason.

You then have a further 14 days to return your items after notifying us of cancellation.

For change-of-mind returns:

  • Customers are responsible for the direct cost of return postage.
  • We recommend using a tracked delivery service.
  • Return instructions and the UK return address will be provided by email.

Refunds will be issued to your original payment method within 14 days of receiving your returned items or receiving evidence that they have been sent back, whichever is earlier, in accordance with applicable law.

Where required by law, refunds will include the original standard delivery charge. Additional charges for premium or express delivery are not refundable under statutory cancellation rules.

UAE Returns & Refunds

For orders delivered within the UAE, we offer a 14-day change-of-mind return request window from the date your order is received.

  • Customers cover the return shipping cost for change-of-mind refunds.
  • Exchanges are free, including return shipping and replacement delivery.
  • Returns are handled locally in Dubai.
  • Return instructions and the Dubai return address will be provided by email.

Please return approved items promptly following the instructions provided.

This policy does not limit any mandatory consumer rights under applicable UAE law.

European Union Returns

For eligible online purchases delivered to the European Union, customers generally have a 14-day statutory withdrawal period from receiving their order.

After notifying us of withdrawal, customers generally have a further 14 days to return their items.

Customers are responsible for direct return shipping costs for change-of-mind returns where permitted by law and disclosed before purchase.

Applicable statutory consumer rights remain unaffected.

Return Conditions

For change-of-mind returns and exchanges, we ask that items are:

  • Unworn and unwashed, except for reasonable inspection or trying on.
  • In their original condition.
  • Returned with original tags and packaging where possible.
  • Free from damage beyond what is necessary to inspect the product.

Where permitted by law, deductions may be made for diminished value resulting from handling beyond what is necessary to inspect the product.

Sale and promotional items remain subject to applicable statutory cancellation and consumer protection rights.

Certain sealed hygiene-sensitive products may be excluded from change-of-mind returns once unsealed, where permitted by law.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please email csara@csaraofficial.com with your order number and photographs where possible.

CSARA will arrange an appropriate repair, replacement, refund or other remedy in accordance with applicable consumer protection law.

We will cover necessary return and replacement delivery costs for faulty or incorrectly supplied items.

Your statutory rights are not limited by our standard returns window.

Refund Processing

Refunds will be issued to the original payment method.

For UK and EU statutory cancellations, we will comply with applicable legal refund deadlines.

For other approved returns, we aim to process refunds within 14 days of receiving the returned items.

Your bank or payment provider may take additional time to make the funds available.

Incorrect Addresses & Undelivered Orders

Please ensure your delivery details are correct when placing an order.

If an order is returned because of an incorrect address or unsuccessful delivery, please contact us to arrange redelivery or discuss a refund.

Additional delivery charges may apply where permitted by law.

Contact Us

For all UK, UAE and EU returns, exchanges and refund enquiries:

Email: csara@csaraofficial.com

Please include your order number so our team can assist you.

This policy does not affect your statutory consumer rights.