Return and Refund Policy

Effective Date: 23 September 2024

At SGR Luxe, we want you to be completely satisfied with your purchase. If for any reason you are not, we’re here to help! Please read our Refunds and Returns Policy below for detailed instructions on how to return items and receive a refund or exchange.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Item Condition: The product must be unused, unworn, unwashed, and in the same condition as when you received it. The item must also have all original tags, labels, and packaging intact.
  • Timeframe: You must initiate a return within 14 days of receiving your order.
  • Proof of Purchase: A receipt or proof of purchase (order confirmation email) is required to process the return.

Unfortunately, items that do not meet these conditions may not be eligible for a refund or exchange.

2. Non-Returnable Items

Certain items are non-returnable and non-refundable, including:

  • Items marked as Final Sale or Clearance.
  • Gift Cards.
  • Personalized or Customized Products (e.g., monogrammed items).
  • Intimate or Hygiene Products (e.g., undergarments, swimwear) for health and safety reasons.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to sgrluxury@gmail.com with the subject line "Return Request - Order #[Your Order Number]."
  2. Include Details: In the email, please include your order number, the item(s) you wish to return, and the reason for the return.
  3. Await Approval: Once your return request is reviewed, we will send you a confirmation email with further instructions, including where to send your return. Please do not send the item back until you receive confirmation.

4. Shipping Costs for Returns

  • Customer Responsibility: Customers are responsible for the shipping costs associated with returning the item, unless the return is due to an error on our part (e.g., wrong or defective item received).
  • Non-Refundable Shipping: Original shipping fees paid during purchase are non-refundable unless the return is due to a fault from our side.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

5. Refund Process

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7–14 business days.
  • Partial Refunds: In certain situations, only partial refunds may be granted (e.g., items that show signs of use or are missing original packaging).
  • Rejected Returns: If your return is not approved, the item will be sent back to you at your expense, or we can offer a partial refund based on the item's condition.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at sgrluxury@gmail.com with "Exchange Request - Order #[Your Order Number]" as the subject line. We will provide you with further instructions on how to proceed.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  • Check your bank account or payment method again, as refunds may take several business days to process.
  • Contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
  • Contact your bank, as processing times vary between institutions.

If you’ve done all of the above and still have not received your refund, please contact us at sgrluxury@gmail.com, and we will assist you.

8. Return Address

All returns should be shipped to the following address:

SGR Luxe
Baliapukur, Rajshahi, Bangladesh
Email: sgrluxury@gmail.com

Please note that you must receive confirmation from us before shipping the return.

9. Customer Support

If you have any questions or need further assistance regarding your return or refund, please don’t hesitate to reach out to our customer support team:

Email: sgrluxury@gmail.com
We aim to respond to all inquiries within 24-48 hours.

10. Changes to the Refunds and Returns Policy

SGR Luxe reserves the right to update or modify this policy at any time. Any changes will be posted on this page, and the updated policy will apply to all orders placed after the effective date of the changes.

Thank you for shopping at SGR Luxe. We value your satisfaction and will do our best to ensure a smooth and fair return and refund process.