SAJDA LIVING – REFUND & RETURN POLICY
Website: https://www.sajdahliving.co.za/
Last updated: 21 October 2026
At Sajda Living, we want you to be happy with your purchase. This Refund & Return Policy explains when and how you can request a return, exchange or refund for items bought from our online store. It works together with our Terms of Service and your rights under South African law.
1. OUR COMMITMENT
We aim to ensure that:
• You receive the product you ordered
• The product matches the description and images on our website, within reasonable limits
• The product arrives in good condition
If something goes wrong, we will work with you to find a fair solution in line with this policy and applicable legislation.
2. INCORRECT, DAMAGED OR DEFECTIVE PRODUCTS
2.1 When to Contact Us
Please contact us as soon as reasonably possible if:
• You receive the wrong item
• Your order arrives damaged
• You believe the product is defective or unsafe
2.2 Information We Need
When you contact us, please include:
• Your full name and contact details
• Your order number
• A description of the issue
• Clear photographs of the product and packaging, where relevant
2.3 Our Assessment
We will review the information you provide and may ask for additional details if needed. Where appropriate, we may request that the item be returned for inspection.
2.4 Remedies
If a product is found to be incorrect, damaged or defective, we will offer an appropriate remedy in line with South African consumer protection laws. This may include:
• Repairing the item
• Replacing the item
• Providing a refund
If we sent the wrong item or the item was damaged in transit due to our arrangements, we will explain how the return or collection will work and who will cover the reasonable return costs.
3. CHANGE-OF-MIND RETURNS
3.1 General
If you change your mind after purchasing an item, please contact us to discuss your options. Change-of-mind returns are considered on a case-by-case basis and are not guaranteed for every purchase.
3.2 Conditions
Where we agree to a change-of-mind return, we may require that the item:
• Is unused and in its original condition
• Is returned with its original packaging and any included accessories, where applicable
• Is accompanied by valid proof of purchase
• Is returned within the period we confirm with you, subject to any statutory rights
3.3 Fees and Refund Method
We will inform you in advance if any fees, such as return shipping costs or handling charges, apply to a voluntary change-of-mind return, where permitted by law.
Approved refunds will generally be processed using the original payment method where possible.
4. HANDMADE, VINTAGE AND PRE-OWNED PRODUCTS
Some of our rugs and carpets may be handmade, vintage or pre-owned. These items may show:
• Natural variations in colour, pattern or texture
• Age-related wear
• Minor irregularities or unique characteristics
We aim to describe these features honestly in the product listing and photographs.
A characteristic that was clearly and accurately disclosed before purchase may not, by itself, be treated as a defect. However, this does not remove your rights if an item is materially misdescribed, defective or otherwise fails to comply with applicable law.
5. ITEMS THAT MAY NOT QUALIFY FOR CHANGE-OF-MIND RETURNS
Subject to your statutory rights, the following may not qualify for a voluntary change-of-mind return:
• Items that have been used, washed, damaged or altered after delivery
• Items returned without essential components or packaging where this prevents us from accepting the return
• Custom-made or personalised products, except where a legal right to return or a remedy for a defect applies
• Items that match the description and specifications provided before purchase but do not meet a personal preference
These exclusions do not override any mandatory consumer rights.
6. HOW TO REQUEST A RETURN OR REFUND
Please follow these steps:
Step 1: Contact Sajda Living with your order number and reason for the return.
Step 2: Wait for our instructions before sending the product back.
Step 3: Package the item securely, including all relevant parts and accessories, and follow the return arrangements we provide.
Step 4: Once we receive the returned item, we will assess it where an assessment is appropriate and inform you of the outcome.
Please do not send products to an address that has not been confirmed by our team.
7. RETURN SHIPPING COSTS
Who pays for return shipping depends on the reason for the return and applicable law:
• Incorrect, damaged or defective products: Where the return is our responsibility, we will arrange or cover the reasonable return costs as required by law.
• Change-of-mind returns: You may be responsible for direct return costs where legally permitted and where these terms were properly disclosed.
• Other circumstances: We will explain the applicable arrangements before the return is completed.
8. REFUND PROCESSING
Once a refund has been approved, we will process it as soon as reasonably possible.
The time it takes for the funds to appear in your account may depend on your bank or payment provider. Where a statutory refund deadline applies, we will comply with the relevant deadline.
We may request reasonable information necessary to verify the order and process the refund securely.
9. EXCHANGES
Exchanges may be offered where:
• The requested replacement item is available, and
• The circumstances of the return make an exchange appropriate
If the requested replacement is unavailable, we will discuss an alternative solution, which may include a refund where required by law.
10. STATUTORY CONSUMER RIGHTS
Nothing in this Refund & Return Policy is intended to exclude or restrict your rights under South African law.
For example, the Consumer Protection Act provides remedies for certain defective or unsafe goods, including rights that may apply within six months after delivery. The Electronic Communications and Transactions Act may also provide cancellation rights for qualifying electronic transactions.
The exact rights available to you will depend on the circumstances and the applicable legislation.
11. CONTACT US
If you have any questions about this Refund & Return Policy or need help with a return, exchange or refund, please contact:
Sajda Living
Email: info@sajdahliving.co.za
Website: https://www.sajdahliving.co.za/