Refund policy

Altasawuq Return & Refund Policy

Last updated: 30 August 2026

At Altasawuq, we want customers to receive products that are correct, as described and in satisfactory condition. This policy explains when an item may be returned, when a refund may be available, and the special rules that apply to custom-made products and food.

Nothing in this policy affects your statutory rights under UK consumer law.

Standard Products

For most standard, non-customised products bought online, you may notify us that you wish to cancel your order within 14 days of receiving it.

After notifying us, the goods should normally be returned within a further 14 days.

Returned products must be handled only as much as would reasonably be necessary to inspect them in a shop. Products should be returned complete, with their original packaging, labels and accessories where reasonably possible.

If an item has been used, damaged, altered or handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund to reflect any reduction in value.

For change-of-mind returns, the customer is responsible for the cost of returning the goods unless we agree otherwise.

Where a statutory cancellation right applies, refunds will be processed in accordance with UK consumer law, normally within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back.

Any refund will normally be made to the original payment method.

If you selected a more expensive delivery service than our standard delivery option, we are not required to refund the additional cost of that upgraded delivery service.

Custom-Made, Made-to-Measure and Cut-to-Size Products

Products manufactured or prepared specifically to a customer's requirements are not eligible for change-of-mind returns or refunds.

This includes, but is not limited to:

• Foam cut to your measurements
• Made-to-measure foam cushions or seat pads
• Custom mattress sizes
• Custom-cut mattress toppers
• Made-to-measure cushion covers
• Products manufactured in a customer-selected size, shape or specification
• Personalised or otherwise bespoke products

UK cancellation rights contain an exception for goods made to a consumer's specifications or clearly personalised.

Because these products are manufactured specifically for you, please check all measurements, units, foam type, thickness, colour, cover type and other specifications carefully before confirming your order.

If you provide incorrect measurements or select the wrong size, colour, thickness, material or other specification, we cannot normally accept the finished product back simply because it is unsuitable.

Where possible, if you contact us before manufacture or cutting has started, we may be able to amend or cancel the order at our discretion.

Once manufacture, cutting or other custom production has begun—and in particular once the custom-made product has been dispatched—the order cannot be cancelled or returned because you have changed your mind.

This restriction does not apply where we have made an error. If we manufacture a product to dimensions or specifications different from those confirmed in your order, or the product is faulty, damaged or not as described, please contact us so that we can provide an appropriate remedy.

Food, Fresh, Chilled and Frozen Products

Because of food safety, hygiene and shelf-life considerations, different rules apply to food.

Fresh, chilled, frozen and other perishable food products cannot be returned or refunded simply because you have changed your mind once the order has been prepared or dispatched.

This includes products that may deteriorate or expire rapidly, including fresh meat, chilled products, frozen foods and fresh produce. UK cancellation rules provide an exception for goods liable to deteriorate or expire rapidly.

For food products:

• We do not accept change-of-mind returns of fresh, chilled, frozen or perishable food.
• Food that has been opened, partly consumed, improperly stored or otherwise compromised after delivery cannot normally be returned for change-of-mind reasons.
• Sealed goods that cannot be returned for health or hygiene reasons may also lose their cancellation right once the seal has been broken.
• For non-perishable, shelf-stable packaged foods, any statutory cancellation rights that legally apply will continue to be honoured where the product remains unopened, sealed and in an appropriate condition for return.

If a food item arrives damaged, spoiled, unsafe, incorrect or not as described, please contact us as soon as reasonably possible. Photographs of the product, packaging, use-by/best-before information and delivery condition may help us investigate the problem.

For safety reasons, please do not return perishable or damaged food unless we specifically ask you to do so.

Faulty, Damaged, Incorrect or Not-as-Described Products

Your statutory rights are separate from our change-of-mind policy.

If goods are:

• Faulty
• Damaged when delivered
• Not as described
• Incorrectly supplied
• Not fit for their intended purpose where applicable

please contact us.

UK law requires retailers to provide appropriate remedies for goods that are faulty, not as described or do not do what they are supposed to do; a returns policy cannot remove those statutory rights.

Where appropriate, we may offer a refund, replacement, repair or another remedy required by law.

If the problem is our error, we will not require you to pay reasonable return costs that should properly be borne by us.

Clothing and Other Standard Goods

Eligible clothing and other standard products may be returned under the standard returns rules above.

They should be:

• Unworn other than reasonable fitting
• Unwashed
• Undamaged
• Free from marks, odours, pet hair or other contamination
• Returned with tags where supplied

Where an item has a hygiene or protective seal, the seal must remain intact where breaking it would make the item unsuitable for return for health or hygiene reasons.

Sale and Promotional Items

Sale items are not excluded from statutory consumer rights simply because they were discounted.

Where a product qualifies for return under this policy or UK law, the applicable rights remain available whether the item was purchased at full price or in a sale.

Products That Cannot Normally Be Returned for Change of Mind

Subject always to your statutory rights regarding faulty or incorrectly supplied goods, we do not normally accept change-of-mind returns for:

• Custom-made or made-to-measure products
• Foam cut to customer-supplied dimensions
• Personalised goods
• Fresh, chilled, frozen or rapidly perishable food
• Opened food where return would create a hygiene or safety issue
• Sealed hygiene-sensitive goods once the relevant seal has been broken
• Products that have been altered, cut, fitted or modified after delivery
• Products damaged by misuse, improper storage or incorrect installation

How to Request a Return or Report a Problem

Before sending any item back, please contact:

Altasawuq
Email: altasawuq@outlook.com

Please provide:

• Your name
• Order number
• Product concerned
• Reason for contacting us
• Photographs where the item is damaged, faulty, incorrect or has arrived in poor condition

We will provide return instructions and, where applicable, the return address.

Please do not send products back without first contacting us, particularly food, custom-made products or bulky foam products.

Return Shipping

For an eligible change-of-mind return, the customer is normally responsible for return postage.

For goods that are faulty, damaged, incorrectly supplied or otherwise subject to a remedy under consumer law, we will deal with reasonable return arrangements as required by law.

We recommend using an appropriately tracked service when returning goods because you remain responsible for the parcel until it is delivered to us.

Refunds

Once an eligible return has been received and checked, we will notify you of the outcome.

Approved refunds will normally be made using the same payment method used for the original transaction.

Processing times after we issue a refund can vary depending on your bank, payment provider or card issuer.

Your Statutory Rights

This policy is intended to operate alongside UK consumer law and does not exclude, restrict or replace rights that cannot legally be excluded.

Terms attempting to remove rights relating to faulty goods or goods that are not as described cannot be enforced against consumers.

Altasawuq is the trading brand of Altasawuq Limited.