Refund Policy
Review the following conditions before requesting a return, exchange or refund.
30-Day Return Window
You have 30 days after receiving your item to request a return.
Item Condition
Returned products must be unworn, unused, with original tags and original packaging.
Return Eligibility
To qualify for a return, the product must:
- Be in the same condition in which it was received.
- Be unworn and unused.
- Include original packaging and tags.
- Include proof of purchase.
- Be returned within the approved return period.
Damaged or Incorrect Products
Inspect your order immediately after delivery. Contact Scarlet if the product is defective, damaged or incorrect.
Clear photographs, video evidence and order details may be required before a resolution is approved.
Non-Returnable Products
- Personalised or custom products.
- Special-order products.
- Products that have been worn or used.
- Products without original packaging or tags.
- Sale products and gift cards.
- Products damaged through customer handling.
- Hygiene-sensitive products where restrictions apply.
Exchanges
To receive another product, request a return for the original item first.
Once the return is accepted, a separate order may be placed for the replacement product. Approval depends on stock availability and product condition.
Refund Processing
After the returned item is received and inspected, Scarlet will notify you whether the refund has been approved.
Approved refunds will normally be processed to the original payment method within approximately 10 business days.
Banks and payment providers may take additional time to display the refund.
Advance Payment
Where an order requires a non-refundable advance payment, the advance amount will not be refunded where:
- The customer cancels after order confirmation.
- The customer refuses the parcel.
- Incorrect or incomplete delivery details are provided.
- The customer does not cooperate during order processing.
Return Shipping
Return instructions and applicable delivery charges will be provided after the return request is reviewed. Do not send a parcel before receiving approval.