Return & Refund Policy

We have a 30-day return policy on defective goods, which means you have 30 days after receiving your item to request a return if the product is defective. 

To be eligible for a return, 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.

To start a return, you can contact us at hello@5sake.com. If your return is accepted, we will inform you of this via email and send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@5sake.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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.

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 hello@5sake.com.

We want to ensure that you have a satisfactory shopping experience, and we understand that returns may sometimes be necessary. Please find below our return policy for your reference:

1. Return Period: We offer a 30-day return window from the date of delivery. If 30 days have elapsed since your purchase, we regret to inform you that we cannot offer a refund or exchange.

2. Eligibility Criteria: To be eligible for a return, the item must meet the following criteria:

a. Unused and Undamaged: The item should be in unused and undamaged condition. It should not show any signs of wear, tear, or alteration.

b. Original Packaging: The item must be returned in its original packaging or similar protective packaging to prevent damage during transit.

c. Specific Product Eligibility: Certain products may have specific eligibility requirements due to their nature, such as hygiene products, perishable goods, or personalized items. For more information regarding the eligibility of specific products, please contact our customer support.

3. Return Process: If you wish to initiate a return, kindly follow these steps:

a. Contact Customer Support: Within the 30-day return period, reach out to our customer support team via email or phone. Provide your order details and the reason for the return. Our support team will guide you through the process.

b. Approval and Instructions: Once your return request is approved, you will receive detailed instructions on how to proceed with the return.

c. Secure Packaging: Pack the item securely in its original packaging or similar protective packaging to ensure it remains undamaged during transit. 

d. Shipping: You are responsible for the return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping method to ensure the item's safe return.

4. Inspection and Refund Process: Upon receiving the returned item, our team will inspect it to ensure it meets the eligibility criteria. If approved, we will initiate the refund process. Here are some important points to note:

a. Refund Method: The refund will be processed using the original payment method used for the purchase.

b. Refund Coverage: The refund will cover the cost of the returned item(s) but will exclude any shipping or handling charges.

c. Processing Time: Depending on your payment provider, it may take some time for the refund to reflect in your account.

5. Exchanges: If you wish to exchange an item, please follow the return process as outlined above and then place a new order for the desired item. This will ensure a faster turnaround time for receiving the product you want.

6. Non-Returnable Items: Certain items are non-returnable, including but not limited to gift cards, downloadable software, and items marked as final sale or clearance. Please review the product description or contact our customer support for more information on non-returnable items.

7. Damaged or Defective Items: If you receive a damaged or defective item, please contact our customer support immediately. We will assist you in resolving the issue by providing a replacement, a refund, or any other necessary solution.

We strive to provide excellent customer service and will do our best to accommodate your return requests within the specified guidelines. If you have any further questions or concerns about our return policy, please don't hesitate to contact our customer support team.