Returns & Exchanges

Return & Exchange Period
You may submit a return or exchange request within 30 days from the date of purchase. Eligibility is subject to our Pristine Rule criteria.

The Pristine Rule
Your item is eligible for return or exchange if it meets the following conditions:

  • The product is unused.
  • The product is unwashed.
  • The product is free from stains, odors, or any damage.
  • The product is in its original packaging.
  • All original brand tags and labels are still attached.

Return & Exchange Options by Price Type

General Terms & Conditions

  1. Products must meet the Pristine Rule criteria above to be eligible for return or exchange.
  2. Products purchased at Full Price may be returned for a refund or exchanged for another product.
  3. Products purchased at a promotional or sale price may only be exchanged for another product.
  4. Products purchased during a Clearance Sale (40% off and above) are considered final sale and are not eligible for refund or exchange.
  5. Products may be exchanged for the same item, another item of equal value, or an item at a higher or lower price. If the exchanged item is lower in price, the difference will not be refunded.
  6. Items purchased using a Voucher are eligible for return, but the Voucher used will not be reinstated. Additional terms and conditions apply.
  7. Each product may only be exchanged once (1×).
  8. If a return or exchange is required due to a customer’s change of mind (e.g., the product size is too large or too small, the color is not suitable, or any other personal preference), the customer will be responsible for bearing the return shipping fee.
  9. If a return or exchange is required due to an error on our end (e.g., defective, damaged, incorrect, incomplete, or missing items), we will bear the return shipping fee.
  10. We do not accept returns or exchange requests without supporting evidence. Before opening your package, please record a clear, uninterrupted unboxing video and take photos to support any future claim.
  11. SAEYA reserves the right to decline a return or exchange request even if the conditions above are met, at our sole discretion

International orders
For purchases shipped internationally, the following applies:

  1. If a return or exchange is required due to a customer’s change of mind (e.g. the product size is too large or too small, the color is not suitable, or any other personal preference), the customer will be responsible for bearing the return shipping and customs fees.
  2. If a return or exchange is required due to an error on our end (e.g. defective, damaged, incorrect, incomplete, or missing items), we will bear the return shipping and customs fees.
  3. The Pristine Rule still applies. We recommend photographing the product with all labels intact before repackaging.

How to Submit a Return or Exchange Request

  • Step 1
    Visit our Return & Exchange Portal, or contact our Customer Service  via WhatsApp at +62 852-8415-6193.
    Important: Upload the product and proof of purchase (receipt, invoice, or transaction history).
  • Step 2
    Our team will verify your proof of purchase and inspect the product condition (stains, odors, signs of use) completeness of packaging, and presence of all tags and labels.
  • Step 3
    If eligible,     we’ll proceed with the return or exchange based on the applicable policy.
    If ineligible, our team will explain the reason according to the applicable policy.

For refund requests: Refunds will be processed once your returned item is received and verified at our warehouse (typically within 3–5 business days).

For exchange requests: A new order will be created for your requested item and fulfilled by our warehouse team.

Not Sure If Your Product Qualifies?
Contact our team via WhatsApp at +62 852-8415-6193 and we'll be happy to guide you.
If your product meets all the criteria, click the button below to proceed.

 Return & Exchange Portal