RETURN & EXCHANGE

At Saguaro®, your satisfaction is our priority. We want you to love every pair you order—which is why we offer a 30-day return and exchange window from the date of delivery. If within the 30-day window, you can submit a self-service request through the return/exchange page. If beyond 30 days, please contact us by email, and our customer service staff will assist you with the return or exchange.

Need help beyond 30 days? You're still covered. We stand behind our products with a 180-day quality guarantee from the date of delivery. If you experience any quality issues within this period—such as sole separation, material defects, or stitching problems—reach out to us.

Regional Statutory Consumer Rights

The mandatory statutory consumer protections you are entitled to depend on the law of the country/region where you reside. Our general return and warranty policy applies equally to all customers worldwide. The below only describes additional statutory rights granted by local law. Nothing in our general terms limits these legal rights.

For customers residing in the European Union

Under EU consumer law, you benefit from a 2-year statutory legal guarantee starting from the date of delivery. We are liable for any non-conformity/manufacturing defects that existed at delivery and appear within this 2-year window (such as sole delamination, material defects or stitching failure).

Burden of proof rules:

1. If the defect appears within the first 1 year after delivery: The defect is presumed to exist at the time of delivery. We need to prove otherwise to reject the claim.
2. If the defect appears after 1 year but within the 2-year legal guarantee period: The consumer will need to demonstrate that the defect already existed when the product was delivered.

This statutory guarantee does not cover normal wear and tear, improper use or accidental damage. If you identify qualifying manufacturing defects, please contact us.

Return process:

1. Start your return on our quick returns and exchanges page—just select the item(s) and let us know why you're returning them.
2. Once you receive our return instructions, please repack your item(s) using the original packaging to keep them protected during transit.
3. Drop off your package at your local post office.

For countries with prepaid return labels (UK & US): Once you receive your return label, simply drop off your package. Your refund will be automatically processed once your package is marked as "in transit."

For countries without prepaid labels (such as Australia): Please share your return tracking number with us so we can follow your shipment. If you purchased shipping insurance, we'll reimburse your return shipping costs via PayPal—or provide a 120% store credit gift card if PayPal is unavailable.

Tip: If you're unable to obtain tracking information, our customer service team is happy to help.

You'll receive a confirmation email as soon as your refund is processed.

Change or cancel your order before shipment

Made a mistake or changed your mind? No worries—you have 6 hours after placing your order to make changes through our self-service portal, as long as the order hasn't shipped yet. Here's what you can do:

1. Update your shipping address
2. Cancel your order
3. Request an exchange

👉 Go to the Return & Exchange Portal: https://ensaguaro.returnscenter.com/

After 6 hours, your order enters our warehouse processing stage, where it's picked and packed for quick dispatch. At that point, changes or cancellations are no longer available—but if you still need help, feel free to reach out and we'll try our best to help you.

Return and Exchange Policy:

• Take up to 30 days from the date your package is delivered to decide if your items are the right fit. If they're not quite right, simply contact us within 30 days of delivery to start a return or exchange.

  *For hygiene and safety, socks, toe separators, insoles, and all other accessories are final sale once opened—unless you received the wrong item or a defective product, in which case we'll make it right.

• To ensure a smooth return, items should be unworn and in their original packaging. This helps us inspect and restock products so the next customer receives them in perfect condition.
• Please use the original package (not a shipping carton) to protect your items during return transit.
• Returns are accepted for products purchased directly from saguaro.com.
• Please submit a return request through our portal before sending anything back—this helps us track your return and process your refund faster.
• Return shipping is covered by the customer. We're unable to offer Freight To Collect (FTC) service at this time.
• Before mailing, please double-check that you're returning Saguaro products. The original shipping fee and shipping guarantee are non-refundable.
• For customer-initiated returns without shipping insurance, return shipping costs are borne by the customer and vary by courier.
• If your order arrives damaged or incorrect due to an error on our end, we'll cover the full return shipping cost—no charge to you.

Good to know: Each order supports one return or exchange request. Need an exception? Contact us and we'll see what we can do.

Shipping Insurance Explained:

Want extra peace of mind? Shipping insurance is available at checkout for just 1.5% of your order total. Here's how it works:

• Free return shipping: When you purchase shipping insurance and your return meets our standard conditions, we'll cover the return shipping costs for you.
• How it's priced: The insurance fee is 1.5% of your total order value, based on your purchase amount and delivery location.
• What's refunded: If you return an item, the refund covers the product price. Shipping fees and insurance costs are non-refundable.
• How to use it: Simply follow the standard return/exchange process on our website. Your shipping insurance will automatically apply. We'll provide a prepaid label or reimburse shipping costs for you.

• Per-order coverage: Shipping insurance is tied to the specific order it's purchased with and can't be transferred to other orders.
• Item condition: Returned items should be unused, undamaged, and in original packaging. Once we receive and verify your items, we'll process your refund or exchange promptly.
• What's not covered: Shipping insurance doesn't cover returns due to personal preference changes after the return window, or situations where the return process wasn't followed correctly.

We're committed to protecting your privacy. For details, see our Privacy Policy.

Return Reason & Solution

Return Address:

Need the nearest return address? Contact us and we'll provide the correct return location for your region—usually within 48 hours.

Important: Please don't send returns to the address on your package label. Returns sent there can't be processed and may be delayed or lost.

Have more questions? We're here to help— reach out anytime.