Exchange and Return Policy

Exchange & Refund Policy (UK)

Last updated: 05/01/2026
Store name: Saiga Shop

This Exchange & Refund Policy explains how Saiga Shop handles exchanges, returns, and refunds for products purchased from our online store. Saiga Shop operates using a dropshipping business model, with suppliers located internationally.

1.General Information

Products sold on Saiga Shop are shipped directly from international suppliers.

Because of this model:

Delivery times may be longer than domestic UK shipments.

This policy is designed to comply with UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2.Eligibility for Exchange or Refund

You may request an exchange or refund if:

The item is faulty, damaged, incorrect, or not as described
You are a UK consumer exercising your 14-day cancellation right

Returned items should:

Be unused beyond what is necessary to inspect the product
Be returned in their original packaging where possible
Be returned within 14 days after cancellation confirmation

3.Right to Cancel (UK Consumers)

Consumers located in the United Kingdom generally have the right to cancel their order within 14 days of receiving the goods, unless legal exceptions apply.

To cancel your order:

Once the cancellation request is confirmed, the item must be returned within 14 days.

4.Exchanges

Exchanges may be offered if:

The requested replacement item is available
The original item is returned in acceptable condition

Steps to request an exchange:

Contact us within 14 days of receiving the item
Provide your order number and photos if the item is damaged or incorrect
Return the item using a tracked shipping service

Once the returned item is received and inspected, the replacement will be sent.

Return shipping costs are generally the responsibility of the customer unless the item is faulty or incorrect.

5.Refunds

Refunds will be processed after:

The returned item is received
The item is inspected and approved for refund

Refunds are issued to the original payment method within 5–10 business days.

Original shipping costs may only be refunded where required by law.

6.Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, incorrect, or not as described, you may be entitled to a refund or replacement under the Consumer Rights Act 2015.

Please contact us as soon as possible and provide:

Your order number
Photos or evidence of the issue

Where appropriate, return shipping costs may be covered or reimbursed.

7.Late or Missing Orders

Because products are shipped internationally:

Orders may take up to 30 business days to arrive.

Delays caused by customs, logistics providers, or postal services do not automatically qualify for refunds.

If your order has not arrived after 30 business days, please contact us so we can investigate with the supplier.

8.Non-Refundable Items

Refunds or exchanges may not be available for:

Items damaged due to misuse or improper handling
Items returned without prior approval
Personalized or custom-made items (unless faulty)
Digital products or gift cards (if applicable)

Under the Consumer Contracts Regulations 2013, the 14-day cancellation right may not apply to:

Custom-made or personalised products
Perishable goods
Sealed hygiene or health protection products once opened
Sealed audio, video, or software products once unsealed

This does not affect your statutory rights.

9.Customer Responsibilities

Customers are responsible for:

Providing accurate shipping information
Using a tracked shipping service for returns
Keeping proof of postage when returning items

Failure to follow these steps may affect the ability to process a refund or exchange.

10.Chargebacks

We encourage customers to contact us first to resolve any issues.

Unresolved chargebacks or fraudulent disputes may result in order cancellation and account restrictions.

11.Contact Us

For exchanges or refund requests, please contact us:

Email: sac@saigashop.com