Refund policy
At Neo Sarto, we believe a blazer should be tried on calmly, at home, in your own light.
Right of Withdrawal
You have 14 days from the date of delivery to request a return, without providing a reason.
How to Request a Return
Returns must be requested directly from your customer account on neosarto.com.
To initiate a return:
- Log in to your account
- Select the relevant order
- Click on “Request return”
Once your request is approved, return instructions will be provided by email.
Return Process
Returns can be requested at any time.
However, as part of our operational model, returns are grouped and processed during our monthly handling sessions.
This means:
- Return shipping instructions may be sent with a short delay
- Refund processing times may be longer than standard e-commerce timelines
We appreciate your understanding as this allows us to maintain a careful and controlled process.
Return Conditions
Items must be returned:
- in their original condition
- unworn (trying on is allowed)
- unwashed
- with all original tags attached
Items returned damaged, stained, or showing signs of wear may be subject to a partial refund, depending on their condition.
Refunds
Once the item is received and inspected, refunds are processed within 5 to 10 business days.
Please note:
- Returns are reviewed during our monthly sessions
- Refund timing depends on when the item is received relative to this cycle
- The refund covers the full product amount paid
- A €20 flat fee is deducted to cover return logistics
- If the return is due to a confirmed defect or error on our part, no deduction will be applied
Exchanges
The first size exchange is offered without additional fees.
Exchange requests must also be initiated through your customer account.
Non-Eligible Items
Personalized items and gift cards are not eligible for return.
Return Responsibility
Returned items remain the customer’s responsibility until received and inspected by Neo Sarto.