SACH Atelier Return Policy

General Timeframes & Terms

You have 30 days from the date you receive your order to request an exchange or a return.
The item must be in perfect condition, with its tag attached and in the original packaging.

Costs for Exchanges & Returns

Mainland Spain

Exchanges, gift card or store credit

  • Home pickup: €3.99

  • Drop-off at Correos office: €1.99

Returns

  • Home pickup: €7

  • Drop-off at Correos office: €5

Exchanges are only available for orders with a delivery address in mainland Spain.

 

Balearic Islands

  • Home pickup: €4.99

  • Drop-off at Correos office: €3.99

Exchanges are not available; returns only.

 

Canary Islands

  • Returns: manual shipment at the customer’s expense.

Europe

Germany, France, Italy, and the Netherlands

  • Gift card or store credit: €12

  • Return: €15 or manual shipment

Rest of Europe

  • Return: €20 with home pickup or manual shipment

Rest of the World

  • Returns accepted only via manual shipment at the customer’s expense.

Refunds

Refunds will be processed once the item is received and its condition verified.
The amount will be returned via the same payment method used for the purchase.

  • Original shipping costs are non-refundable, except where the error is attributable to SACH ATELIER.

  • Refund processing time: up to 10 business days from receipt at our studio.

  • Your bank may require an additional 3–5 business days to post the transaction.

Special Conditions

  • Each SACH ATELIER piece is handcrafted; minor variations are part of its unique character. These are not defects and do not constitute grounds for return.

  • If you receive a damaged or incorrect product due to an error by SACH ATELIER, we will cover all costs associated with the exchange or return.

  • Returns will not be accepted for items that are used, incomplete, tampered with, or returned in poor condition for reasons not attributable to SACH ATELIER.

  • Personalized or made-to-measure items are not eligible for returns or exchanges.

  • If an order is not collected or the address provided is incorrect for reasons not attributable to SACH ATELIER, re-delivery costs will be charged to the customer.

  • It is the customer’s responsibility to pack the item properly for return. SACH ATELIER is not responsible for damage caused by inadequate packaging during transport.

Warranty

At SACH ATELIER, each piece is designed to last. We offer a clear and fair warranty for your peace of mind.

SACH Commercial Warranty

We provide an additional 12-month commercial warranty tailored to the specific care needs of our handcrafted pieces. This coverage includes free repair or replacement in cases of manufacturing defects or structural issues arising under normal conditions of use.

Exclusions
The warranty does not cover damage caused by:

  • Improper use, impacts, or drops

  • Exposure to chemicals, cosmetics, or abrasive agents

  • Improper handling or repairs performed outside SACH ATELIER

Procedure

To request warranty service, please:

  1. Email info@gioia.ai with your order number.

  2. Attach clear photos of the piece and the identified issue.

  3. Our team will assess the case and provide shipping instructions.

Customer Care

For any questions regarding exchanges, returns, or warranty, contact our team at info@gioia.ai  
We will be delighted to assist you and guide you through the process.