Refund policy
Sahara Collection – Return and Refund Policy
At Sahara Collection, we want you to feel confident when purchasing from us. Our products are handcrafted, carefully sourced and selected to bring authentic Moroccan craftsmanship into Australian homes.
This policy explains how returns, refunds, exchanges and damaged items are handled.
30-Day Return Policy
We accept eligible returns within 30 days from the date your order is delivered.
To be eligible for a return, the item must be:
- Unused
- In its original packaging
- In the same condition as received
- Not installed, altered, washed or damaged after delivery
- Returned with proof of purchase or order confirmation
Returns must be approved by Sahara Collection before being sent back.
Handmade Product Variations
Many Sahara Collection products are handcrafted by artisans. Slight variations in colour, size, pattern, texture, finish, patina and detailing are normal and are part of the handmade character of each piece.
These natural variations are not considered faults unless the item is significantly different from the product description or images shown on our website.
Made-to-Order and Custom Items
Some products may be handcrafted, preorder or made to order after your order is placed.
Made-to-order, custom or personalised items are generally not eligible for change-of-mind returns unless they arrive damaged, faulty, incorrect or significantly different from what was described.
This does not limit your rights under Australian Consumer Law.
Change-of-Mind Returns
For eligible products, change-of-mind returns are accepted within 30 days of delivery.
The item must be unused, undamaged and returned in its original packaging.
For change-of-mind returns, the customer is responsible for return shipping costs unless otherwise agreed in writing.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, faulty, incorrect or not as described, contact us within 7 days of delivery at:
Please include:
- Your full name
- Order number
- Clear photos of the product
- Photos of the outer packaging
- Photos of any visible damage
- A short description of the issue
After reviewing the issue, we may offer a suitable remedy, including:
- Replacement
- Repair
- Refund
- Store credit
- Another suitable solution under Australian Consumer Law
Return Shipping
For approved damaged, faulty or incorrect items, Sahara Collection will cover the reasonable return shipping cost.
For approved change-of-mind returns, the customer is responsible for return shipping.
Items must not be returned without contacting us first, as this may delay or prevent your refund.
Refund Processing
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be processed back to your original payment method within 5–10 business days.
Your bank or payment provider may take additional time to finalise the refund.
Exchanges
If you would like to exchange an eligible item, contact us at:
Exchanges depend on product availability. If the requested replacement item is unavailable, we may offer a refund, store credit or another suitable alternative.
Non-Returnable Items
The following items cannot be returned for change of mind:
- Custom-made products
- Personalised products
- Made-to-order products
- Items that have been used, installed, washed or altered
- Items damaged after delivery
- Items returned without original packaging
- Clearance or final sale items, unless faulty or not as described
This does not apply where an item is faulty, damaged, incorrect or otherwise covered by Australian Consumer Law.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
If a product has a major problem, you may be entitled to a repair, replacement or refund in accordance with Australian Consumer Law.
Contact Details
Sahara Collection
Business Address: 4 Sussex St, Noble Park VIC 3174, Australia
Phone: +61 468 696 571
Email: info@saharacollection.com.au
Website: saharacollection.com.au