Refund and Returns Policy
Last updated: [Insert date]
At SAF Abaya, we want you to feel comfortable when shopping with us. If an item is not suitable, arrives damaged or there is a problem with your order, this policy explains how returns, cancellations and refunds are handled.
Nothing in this policy affects your statutory rights under UK consumer law.
Changing Your Mind
If you purchase an eligible item online and change your mind, you can tell us that you wish to cancel your purchase within 14 days of receiving your order.
After notifying us, you should return the item within the following 14 days.
You do not need to give us a reason for changing your mind.
To start a return, please contact us through our Contact page or email us at:
[Your customer service email]
Please include your order number so we can identify your purchase.
Condition of Returned Items
You are welcome to examine or try on an abaya in the same reasonable way you would when shopping in a physical store.
For change-of-mind returns, please take reasonable care of the item and return it in a condition suitable for inspection.
Where reasonably possible, please return:
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The original item
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Any tags that came with the garment
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Original packaging where available
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Any accessories supplied with the product
If an item has been worn or handled beyond what is reasonably necessary to check its fit, appearance and characteristics, we may be entitled to reduce the refund to reflect any loss in value.
This does not affect your rights if the item is faulty or not as described.
Return Postage
For an unwanted item returned because you have changed your mind, you are responsible for the direct cost of returning the parcel unless we have stated otherwise.
We recommend using a suitable tracked delivery service and keeping proof of postage until your return has been completed.
If an item is faulty, damaged on arrival, incorrect or not as described, please contact us before returning it. Where required by law, SAF Abaya will be responsible for reasonable return costs.
When Will I Receive My Refund?
Once an eligible return has been received and checked, we will process the refund without unnecessary delay.
For a valid cancellation of an online purchase, your refund will be made within the timeframe required by UK consumer law.
We may wait until the returned goods have arrived or you provide evidence that they have been sent back, where permitted by law.
After we issue a refund, your bank or payment provider may require additional time before the funds appear in your account.
How Refunds Are Paid
Refunds will normally be made to the original payment method used when the order was placed unless another method has been expressly agreed.
We cannot normally refund a different card or payment account simply because the customer requests one.
Original Delivery Charges
When you validly cancel an eligible online order under your statutory cancellation rights, we will refund the basic standard delivery charge where required.
If you chose a more expensive delivery option, such as an upgraded or faster service, we may only be required to refund an amount equal to our standard delivery cost.
If your original order qualified for free delivery, there is no original standard delivery charge to refund.
Faulty, Damaged or Incorrect Items
We want every order to arrive as expected.
If an item arrives faulty, damaged, incorrect or materially different from its description, please contact us as soon as possible.
Include:
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Your order number
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A description of the problem
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Clear photographs where appropriate
We will review the issue and explain the available next steps.
Depending on the circumstances and your legal rights, this may include a refund, replacement or another appropriate solution.
Your Rights for Faulty Goods
Products sold by SAF Abaya must meet the standards required by UK consumer law.
Goods should be:
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As described
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Of satisfactory quality
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Fit for their intended purpose
Consumers may have a short-term right to reject qualifying faulty goods and receive a refund.
Other remedies, including repair, replacement, price reduction or a final right to reject, may apply depending on when the problem is discovered and the circumstances.
Nothing in this policy limits these statutory rights.
Sale and Outlet Items
Purchasing an item at a reduced price does not remove your statutory consumer rights.
Eligible Sale and Outlet purchases may still qualify for cancellation and return rights when bought online.
If a reduced item is faulty or not as described, your normal legal rights continue to apply.
If an item has a specific known imperfection that has been clearly explained before purchase, that disclosed issue will not normally be treated as a new fault.
Exchanges
If you would prefer another size, colour or style, please contact us.
Availability cannot be guaranteed because stock may change.
Where a direct exchange is not available, you may need to return the original item and place a new order.
Your statutory rights are not affected.
Personalised or Custom Made Items
Where we offer an item that has been made or personalised specifically for you, normal change-of-mind cancellation rights may not apply.
This does not remove your rights if the item is faulty, damaged or not as described.
Any important return restriction for a personalised product will be made clear before you place the order.
Returning More Than One Item
If your order contains several products, you may return only the eligible items you no longer want.
Please make clear which products are being returned so we can process your refund correctly.
Returning a Gift
Refunds are normally made to the payment method used by the person who originally placed the order.
If you received an item as a gift and need assistance, please contact us with the relevant order information where available.
Items Returned Without Contacting Us
We recommend contacting SAF Abaya before sending a return so that we can provide the correct instructions and identify the parcel when it arrives.
Failing to contact us first does not remove any statutory rights you may have, but it may make the return more difficult to identify and process.
Returning Your Parcel
Return instructions and the appropriate return address will be provided when you contact us.
Please do not send an item to an address found elsewhere unless we have confirmed that it is the correct return address.
Customers remain responsible for unwanted return parcels until they reach us, so keeping proof of postage is strongly recommended.
Cancel Before Dispatch
If you wish to cancel shortly after placing an order, contact us as soon as possible.
If the parcel has not yet been dispatched, we will try to stop the order before shipment.
If it has already been dispatched, you may still be able to use your applicable online cancellation rights after receiving the goods.
Refunds for Lost or Undelivered Orders
If your order has not arrived, please contact us rather than submitting a standard return request.
We may first investigate the delivery with the courier.
Where an order is confirmed as lost or otherwise not delivered and a refund is due, we will provide the appropriate refund or other remedy in accordance with your rights.
Contact SAF Abaya
For returns, refunds or problems with an order, please contact:
SAF Abaya
Email: [Your customer service email]
Order enquiries: Please include your order number.
You can also use the Contact page on our website.