Refund policy
RETURN & REFUND POLICY
All Sardooz Sewing Studio products are made to order. Each item is individually hand-sewn based on the photograph and details you submit at the time of purchase. Because of this, our return policy works differently from a standard retail store — please read it carefully before placing your order.
1. Made-to-Order Items Are Final Sale
As your item is custom-made specifically for you and cannot be resold, restocked, or repurposed for another customer, we do not accept returns or offer refunds for change of mind, sizing, or personal taste once production has begun. This includes requests based on subjective preference (for example, feeling the finished piece doesn't fully capture the photo as imagined) where the item has been produced to match the approved order details.
We encourage you to double-check your uploaded photo and order details carefully before completing checkout, as cancellation after production has started is not possible. See our Terms of Service, Section 3, for full details on order acceptance and production.
2. Defects, Damage, or Errors on Our Part
We stand behind the quality of our work. You are eligible for a free remake or a refund (at our discretion) if:
- the item has a genuine manufacturing defect (e.g. loose stitching, structural fault);
To request a remake or refund under this section, contact us at fp@mat.style within 3 days of delivery, with clear photos (and video, if relevant) of the issue and your order number. Claims submitted after this window may not be eligible, as handmade textile items can be affected by normal wear if reported late.
We will review your claim and respond within 2 business days with our decision: remake, partial refund, or full refund, depending on the issue.
3. Before You Order
Production begins as soon as your order and photo are received — we do not send a preview or proof before sewing starts. Please double-check that your uploaded photo is the correct one, in good resolution and clearly lit, before completing checkout. A low-resolution, blurry, or unclear photo will produce a less accurate result, and this is not considered a defect, as we work from exactly what you provide. By placing an order, you confirm the submitted photo is correct and final.
4. How to Start a Defect Claim
Contact us at fp@mat.style with your order number and photo evidence. Please do not send items back to us without first receiving confirmation from our team — unsolicited returns will not be accepted or refunded.
If your claim is approved, we will provide instructions on whether a return is needed or whether we'll proceed directly with a remake or refund.
Approved returns related to our error or a defect should be sent to: The Vybe, Jumeirah Village Circle, Unit 811, Dubai, UAE
5. Refund Processing
Approved refunds will be issued to your original payment method. Please note that payment processing fees on the original transaction are non-refundable to us, and in cases of partial responsibility this may be reflected in the refund amount offered.
6. Questions
For any question about this policy or an existing order, contact us at fp@mat.style.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at fp@mat.style.