Refund policy

At Saba Musk, we want you to shop with complete confidence. We take great care in preparing every order, and if something isn't right, our customer support team is here to help.

1. Our 30-Day Returns Policy

We offer a 30-day returns policy for eligible products, starting from the day you receive your order.

For change-of-mind returns under our additional 30-day policy, products must be:

• Unused and unopened

• In their original packaging

• With all original seals and cellophane wrapping intact, where applicable

• In a condition suitable for resale

Please contact us within 30 days of delivery to request a return.

This additional policy does not affect your statutory cancellation rights or your rights regarding faulty, damaged or incorrectly supplied goods.

2. Order Cancellation

Before Dispatch

If you wish to cancel your order, please contact us as soon as possible with your order number.

If your order has not yet been dispatched, we will cancel it and issue a full refund.

After Dispatch

If your order has already been dispatched, you may still exercise your applicable cancellation rights and follow the returns process below.

3. Your Legal Right to Cancel

Under UK consumer law, customers purchasing online generally have the right to cancel an order within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.

You must notify us of your decision to cancel within this period. You then have a further 14 days to return the goods.

You may inspect products as you reasonably would in a shop. If you handle or use them beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any reduction in value.

Certain sealed products may be excluded from cancellation rights if they are unsuitable for return for health protection or hygiene reasons and are unsealed after delivery, where that legal exception applies.

4. Damaged, Faulty or Incorrect Items

Every order is carefully checked and packaged before dispatch.

If your order arrives damaged, faulty or contains an incorrect item, please contact us as soon as possible.

We recommend reporting delivery damage within 48 hours, where possible, to help us investigate promptly.

Please provide, where available:

• Your order number

• A description of the issue

• Photographs of the affected product

• Photographs of the packaging and delivery label

Please retain the product and its packaging while we investigate, where reasonably possible.

We will provide appropriate instructions and arrange a refund, replacement or other remedy in accordance with your statutory rights.

The suggested 48-hour reporting period does not limit your legal rights.

5. Refunds

We process eligible refunds in accordance with UK consumer law.

For statutory cancellations involving returned goods, refunds will be issued without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever is earlier.

Where required by law, we will refund the original standard delivery charge. Additional charges for premium delivery options are not refundable beyond the standard delivery cost.

Refunds will be made using your original payment method unless you expressly agree otherwise.

Your bank or payment provider may take additional time to display the refund.

6. Return Shipping Costs

For change-of-mind returns, customers are responsible for the direct cost of return shipping unless we agree otherwise.

If an item is faulty, damaged or incorrectly supplied, Saba Musk will cover reasonable return shipping costs where required by law.

We recommend using a tracked postal service and keeping your proof of postage until your return has been completed.

7. Exchanges

For change-of-mind purchases, we do not currently offer direct exchanges.

If you would prefer a different fragrance, you may return an eligible item in accordance with this policy and place a new order for your preferred product.

If an item is faulty, damaged or incorrectly supplied, we will provide an appropriate remedy, including a replacement where applicable, in accordance with your statutory rights.

8. How to Request a Return

To request a return, please contact our customer support team using the details below.

Include your order number and a brief explanation of your request.

We will provide the appropriate return address and instructions.

Please contact us before posting items back so we can help ensure your return is handled correctly.

You may exercise your statutory cancellation rights by sending us an email or another clear statement of your decision to cancel. You do not need our prior approval to exercise those rights.

9. Lost, Missing or Undelivered Parcels

At Saba Musk, we take great care to ensure every order reaches its destination safely.

If your parcel has not arrived, or tracking shows it as delivered but you have not received it, please contact us as soon as possible.

Reporting a Missing Parcel

Please provide:

• Your order number

• Your delivery address

• Any relevant tracking information

Before contacting us, we recommend checking with household members, neighbours and any designated safe place.

Delivery Investigation

We will investigate the matter with the delivery provider and may request additional information to help establish what happened.

Delivery scans, photographs, GPS information and other available evidence may be reviewed as part of the investigation.

A parcel marked as delivered does not automatically mean that delivery to the customer has been established.

Refunds and Replacements

If an order is confirmed as lost or has not been delivered in accordance with applicable UK consumer law, we will arrange an appropriate replacement or refund.

Where you have expressly authorised delivery to a particular safe place or nominated person, we will consider those instructions and the available delivery evidence when assessing the claim.

We reserve the right to investigate missing-parcel claims and take appropriate action where there is evidence of fraudulent activity.

Nothing in this section affects your statutory consumer rights.

10. Contact Us

Saba Musk — SABA MUSK LTD

Email: info@sabamusk.co.uk

Phone: 07375756320

WhatsApp: +44 7981116558

Company Number: 17199393

11. Your Statutory Rights

Nothing in this policy excludes or limits your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.