Return & Refund Policy

1. Overview

At Sattar Direct, we want you to be completely happy with your purchase. If you change your mind or if something isn’t quite right, our returns policy is designed to make the process simple, transparent, and fair.

2. Who this Policy Applies To

This returns policy applies to retail customers (consumers) purchasing goods for personal use.
For business (B2B) customers, different terms may apply (please refer to your invoice or contract).

3. Your Legal Rights

Under the Consumer Contracts Regulations 2013, you have the legal right to:

Cancel your online order within 14 calendar days of receiving your goods, without needing to give a reason.
Receive a full refund (including standard delivery costs) within 14 days of us receiving your return or proof of return.

This applies to most online purchases, except for items exempt from return for hygiene, safety, or customisation reasons (see below).

4. Our Extended 30-Day Return Promise

In addition to your legal rights, Sattar Direct offers a 30-day return window from the date of delivery — giving you extra peace of mind.

You can return eligible items within 30 days for a full refund, exchange, or store credit, as long as they meet our return conditions below.

5. Return Conditions

To qualify for a return:

Items must be unused, unwashed, and in the same condition you received them.
They must be returned in original packaging, with all labels, accessories, and seals intact.
Returns that are damaged, missing packaging, or show signs of use may be refused or subject to a restocking deduction.

6. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on certain product types unless faulty. These include (but are not limited to):

Opened or used health, beauty, or personal care items.
Perishable goods (e.g. food or consumables).
Custom or personalised products.
Gift cards and digital downloads.

7. Faulty, Damaged, or Incorrect Items

If you receive a product that is faulty, damaged, or not as described, you are protected by the Consumer Rights Act 2015. You have 30 days from receipt to reject the item and receive a full refund.

We will cover all return postage costs for faulty or incorrect items.

To report a problem, please contact our customer service team within 14 days of delivery at: support@sattardistribution.com.
Include your order number, photos, and a brief description of the issue.

8. How to Return an Item

Contact our customer support team to request a Returns Authorisation (RA) number.
Repackage the item securely, including your RA number and proof of purchase.
Use a tracked shipping service to return the parcel to the address provided.
Keep your proof of postage until your return has been confirmed.

Once received and inspected, we’ll notify you by email regarding your refund, exchange, or store credit.

9. Refunds

Refunds are issued to your original payment method within 14 business days after your returned item is received and approved.
If your return is outside the 14-day statutory window but within our 30-day policy, shipping charges may not be refunded.
Refunds will include the original delivery charge only if the entire order is returned and the return falls within your legal right to cancel.

10. Cancelling Before Dispatch

You can cancel your order anytime before it is dispatched for a full refund. Once shipped, the returns policy above applies.