Sahara Workwear Limited, 4 Village Gate Arcade, Main Street, Bray, County Wicklow, Ireland. Company registration number: 679516.
Customer service and cancellation email: customerservice@saharaworkwear.ie
1. Purpose and scope
This Policy explains cancellation, returns, refunds and voluntary exchanges for goods supplied by Sahara Workwear Limited ("Sahara", "we", "us"). It should be read alongside our Terms and Conditions of Sale, which cover personalised garments, business purchases, large orders and pricing. Nothing in this Policy excludes, restricts or replaces any mandatory rights available under Irish law. Where a provision conflicts with a mandatory legal right, that right prevails.
2. Your statutory rights
Consumers are entitled to goods that comply with their contract and to the remedies provided by the Consumer Rights Act 2022 and other applicable law. The statutory right to cancel an eligible distance purchase without giving a reason is separate from the rights available when goods are faulty, incorrectly supplied or otherwise do not conform to the contract. Personalised goods are not excluded from remedies for defects or Sahara’s errors.
3. Cancelling an eligible online purchase
Subject to the legal exceptions in section 4, a consumer may cancel an eligible online purchase without giving a reason within the statutory 14-day period. For a single delivery, that period expires 14 days beginning on the day the consumer, or a person nominated by the consumer other than the carrier, takes physical possession of the goods. Where multiple goods in one order are delivered separately, the period runs from possession of the last goods; for goods delivered in several lots or pieces, from possession of the last lot or piece. Special statutory rules apply to certain regular deliveries. A clear cancellation statement sent before the applicable deadline is sufficient. Where Sahara has not provided the legally required cancellation information, the cancellation period may be extended by law.
To cancel, email customerservice@saharaworkwear.ie or send any other unequivocal statement to Sahara at the postal address above. Please identify the order so that we can locate it. No reason is required. The optional statutory model cancellation form is reproduced at the end of this Policy and may be copied into an email. Use of that form is not compulsory. A request for return instructions is helpful but is not a condition of exercising the statutory cancellation right.
4. Goods excluded from change-of-mind cancellation
The statutory change-of-mind cancellation right does not apply to goods made to the consumer’s specifications or clearly personalised, where the legal exemption applies. This may include garments embroidered or printed to an individual customer’s approved design or specification. The exemption is assessed by reference to the actual goods and applicable law: merely ordering an otherwise standard garment specially from a supplier does not, by itself, remove the consumer’s cancellation right. A change of size or colour selected from standard options is not automatically personalisation. All statutory remedies for faulty or non-conforming goods remain available.
5. Returning goods after statutory cancellation
Following an eligible cancellation, the consumer must send back or hand over the goods without undue delay and no later than 14 days after notifying Sahara of cancellation. The deadline is met if the goods are sent before those 14 days expire. Unless we have agreed to collect the goods, the consumer is responsible for arranging the return. Email customerservice@saharaworkwear.ie for practical return instructions, or arrange a return in person to our Bray premises by prior agreement. Please include the order reference and package garments securely. Tracked delivery and retention of proof of posting are recommended, but are not mandatory conditions of statutory cancellation.
6. Return delivery costs
For an eligible change-of-mind cancellation, the consumer bears the direct cost of returning the goods only where Sahara has informed the consumer of that responsibility as required by law. Sahara will not impose an administration or handling fee for exercising a statutory cancellation right. Where goods are faulty, incorrect or otherwise non-conforming, Sahara will meet reasonable return or collection costs to the extent required by law. For a voluntary exchange, return postage and any agreed replacement delivery charge are ordinarily payable by the customer.
7. Garment handling and diminished value
Consumers may inspect and try on garments to the extent reasonably necessary to establish their nature, characteristics and functioning, as they could in a shop. A consumer may be responsible for a lawful reduction in value resulting from additional handling, such as actual use, washing, alterations, staining, heavy wear or damage. Any deduction will be based on the actual diminished value and applicable law, not an automatic fixed penalty. Removing a label or opening packaging does not automatically extinguish a statutory cancellation right. We may inspect returned goods and retain reasonable evidence of their condition. This section does not reduce statutory remedies for faulty goods.
8. Statutory cancellation refunds
For a valid statutory cancellation, Sahara will reimburse the payments required by law, including the original standard delivery charge attributable to the cancelled order where applicable. If the customer chose a more expensive delivery method, the refund of outbound delivery costs may be limited to the least expensive standard delivery option offered. Reimbursement will be made without undue delay and no later than 14 days after the day Sahara is informed of the cancellation. For sales of goods, Sahara may withhold reimbursement until it has received the goods back or the consumer supplies evidence of having sent them back, whichever is earlier, unless Sahara has offered to collect the goods. Reimbursement will use the same payment method as the original transaction unless the consumer expressly agrees otherwise, and the consumer will incur no fees as a result of the reimbursement. Any bank transfer alternative requires the consumer’s express agreement and verified bank details.
9. Voluntary size and colour exchanges
In addition to, and without limiting, statutory consumer rights, Sahara may consider a voluntary exchange of a standard, unpersonalised garment requested within 10 working days after receipt. Such exchanges are subject to prior approval, stock availability and the garment being unused, unwashed, unaltered, clean, free of odours or marks and suitable for resale, with original labels and packaging where reasonably available. Reasonable fitting to assess size is permitted. We may decline a voluntary exchange that does not satisfy these conditions. This voluntary service does not apply automatically to personalised goods. Any price difference and reasonable postage charges will be agreed before an exchange is processed.
10. Faulty, incorrect or non-conforming goods
If a garment is faulty, damaged before delivery, materially different from its description, or supplied in the wrong product, size, colour or quantity due to Sahara’s error, contact customerservice@saharaworkwear.ie with the order reference and an explanation. Photographs can help but are not an absolute requirement. Sahara will assess the issue fairly and provide the remedy required by Irish consumer law, including the applicable short-term right to terminate for non-conformity, repair or replacement, price reduction or termination and refund, as the circumstances and statutory conditions require. These remedies are separate from change-of-mind cancellation. Sahara will not charge the consumer for providing a remedy that the law requires to be free of charge.
11. Delivery damage and missing items
Please report visible delivery damage or missing items promptly so we can investigate while information is available. Retain packaging where practical and provide reasonable supporting details where available. Sahara may review order records, packing information, dispatch records, parcel weights, tracking and courier information. There is no arbitrary reporting deadline in this Policy that removes statutory rights. A courier delivery scan or photograph is relevant evidence but does not by itself conclusively establish that the customer received conforming goods.
12. Collection and in-person returns
Eligible goods may be returned at Sahara’s premises in Bray by prior arrangement, without an additional handling charge. Customers should contact customerservice@saharaworkwear.ie first to confirm practical arrangements. Returns to the shop do not alter the statutory deadline for giving notice of cancellation or the applicable rules for returning goods.
13. Return inspection and suspected misuse
Sahara may reasonably examine returned garments against order details, product identifiers and the condition recorded at dispatch or return. If there are objective grounds to suspect substitution, deliberate damage, use inconsistent with a claimed unused return, or another fraudulent claim, Sahara may seek proportionate supporting information and investigate. We may preserve relevant records and pursue lawful remedies for fraud. Any investigation will be conducted fairly and will not be used to evade statutory refund deadlines or rights. A customer will not be denied a statutory remedy merely for being unable to supply a photograph or original packaging.
14. Refund disputes and payment reversals
Customers are encouraged to contact Sahara first if they believe a refund or payment has been handled incorrectly. This does not limit a customer’s right to contact their payment provider or exercise chargeback or legal rights. Sahara may submit relevant lawful evidence, including order, payment, dispatch and written artwork approval records, when responding to a disputed payment or suspected fraudulent chargeback.
15. How to contact us and complaints
For cancellation, returns, exchanges, delivery discrepancies or complaints, email customerservice@saharaworkwear.ie. Please provide your order reference and enough information to help us identify and assess the matter. We aim to acknowledge complaints within two working days and provide a substantive response or progress update within five working days, although complex matters may take longer. These are service targets, not limits on statutory rights. Customers may also write to Sahara Workwear Limited, 4 Village Gate Arcade, Main Street, Bray, County Wicklow, Ireland.
16. Acknowledgement and thanks
Thank you for choosing Sahara Workwear Limited. We appreciate your business and aim to resolve genuine concerns promptly, fairly and professionally. Please contact our customer service team if you need assistance understanding or exercising your rights.