Terms of service

TERMS OF SERVICE

Last updated: 30 August 2026

OVERVIEW

This website, altasawuq.co.uk, is operated by Altasawuq Limited, trading as Altasawuq.

Throughout these Terms of Service, “Altasawuq”, “we”, “us” and “our” refer to Altasawuq Limited. “You” and “your” refer to the person accessing our website or purchasing from us.

These Terms of Service govern your use of our website and the purchase of products from us. By accessing our website, placing an order or using any of our services, you agree to be bound by these Terms.

Please read these Terms carefully before using our website. If you do not agree with them, you must not use the website or place an order.

Nothing in these Terms affects your statutory rights as a consumer.

1. BUSINESS INFORMATION

Altasawuq is operated by:

Altasawuq Limited
Company number: SC824783
Registered office: 19 B Nithsdale Street, Glasgow, Scotland, G41 2PZ
Email: altasawuq@outlook.com
Website: https://altasawuq.co.uk

Altasawuq Limited is registered in Scotland.

1. ELIGIBILITY

You must be at least 18 years old and legally capable of entering into a binding contract to place an order through our website.

By placing an order, you confirm that:

• The information you provide is complete and accurate.
• You are authorised to use the selected payment method.
• You are purchasing for lawful purposes.
• You are legally capable of entering into a contract with us.

You may not use our products or website for any unlawful, fraudulent or unauthorised purpose.

1. PRODUCTS AND SERVICES

We sell products including clothing, sportswear, foam, cut-to-size foam, cushions, seat pads, mattresses, mattress toppers, pillows, pet beds and related products.

Some products are ready-made, while others are manufactured, cut, prepared, customised or fulfilled after an order is placed.

We make reasonable efforts to display product descriptions, specifications, measurements, colours and photographs accurately. However:

• Colours may appear differently depending on your device and screen settings.
• Product packaging may differ from photographs.
• Minor variations may occur between production batches.
• Handmade, cut-to-size or made-to-measure products may have reasonable manufacturing tolerances.
• Measurements described as approximate are not guaranteed to be exact.

Such minor differences do not affect your rights where a product is faulty, materially misdescribed or not fit for its stated purpose.

1. CUT-TO-SIZE AND CUSTOMISED PRODUCTS

You are responsible for checking all measurements, dimensions, thicknesses, colours, quantities and selected options before ordering a customised product.

Where measurements are entered or selected by you, we will manufacture or prepare the product using the information supplied with your order. We are not responsible for an unsuitable fit caused by incorrect measurements provided by you.

Products made to your specifications or clearly personalised—including foam cut to a requested size, made-to-measure cushions and customised mattresses—are generally excluded from the statutory change-of-mind cancellation right.

This exclusion does not affect your rights if the product is faulty, damaged, materially misdescribed or not made in accordance with the measurements accepted in your order.

Please contact us immediately if you notice an error after ordering. We may, at our discretion, allow a change or cancellation if production or cutting has not begun, but we cannot guarantee this.

1. ORDERS AND CONTRACT FORMATION

The steps required to place an order are displayed during checkout. You will have an opportunity to review and correct your order before submitting it.

After placing an order, you will normally receive an order-confirmation email. This confirms that we have received your order but does not necessarily mean that it has been accepted.

We may conduct payment, stock, address, pricing or fraud-prevention checks before accepting an order.

A binding contract is formed when we confirm acceptance, begin preparing or manufacturing the order, or dispatch the products, whichever occurs first.

We reserve the right to refuse or cancel an order where:

• A product is unavailable.
• There is an obvious pricing or description error.
• Payment cannot be authorised.
• We cannot deliver to the supplied address.
• We reasonably suspect fraud or unauthorised activity.
• The order breaches these Terms.
• A supplier cannot fulfil the order.
• We are legally required to refuse or cancel it.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled product using the original payment method.

1. PRICES AND VAT

Prices are displayed in pounds sterling unless stated otherwise.

Prices shown to UK consumers include applicable VAT unless the website clearly states otherwise. Delivery charges and any other applicable charges will be displayed during checkout before you submit your order.

We may change prices at any time, but a price change will not normally affect an order that we have already accepted.

If a pricing error is obvious and could reasonably have been recognised as an error, we are not required to supply the product at the incorrect price. We will contact you to offer the correct price or cancel and refund the affected order.

For international orders, you may be responsible for import VAT, customs duties, taxes, clearance charges and handling fees imposed by the destination country unless checkout expressly states that these have been included.

1. PAYMENT

Payment must be made using one of the payment methods available at checkout.

By submitting payment information, you confirm that you are authorised to use the selected payment method.

Your payment provider may perform additional security or identity checks. We are not responsible for delays or declined payments caused by your bank, card issuer or payment provider.

We reserve the right to cancel or suspend an order if payment is declined, reversed, disputed or reasonably suspected to be fraudulent.

You must not initiate a fraudulent or dishonest payment dispute. This does not prevent you from exercising any legitimate rights available through your bank, card issuer or payment provider.

1. DISCOUNTS AND PROMOTIONS

Discount codes and promotional offers:

• Are subject to their stated conditions.
• May be limited to selected products, customers or dates.
• Cannot normally be combined unless stated otherwise.
• Have no cash value.
• Must be entered before completing checkout.
• May be withdrawn or corrected where issued or advertised in error.

Free-delivery thresholds are calculated using the qualifying order value shown at checkout. Returned or cancelled products may affect eligibility for a discount or free-delivery promotion.

1. SHIPPING AND DELIVERY

Available delivery services, charges and estimates are shown at checkout and explained further in our Shipping Policy.

UK delivery options for eligible orders may include:

• Standard Delivery: £4.99
• Free Standard Delivery on qualifying orders of £50 or more
• Express Delivery: £8.99

Selected European and international delivery charges may be calculated by DPD or another delivery provider at checkout.

Delivery times are estimates unless we have expressly agreed to a guaranteed date. Made-to-measure and cut-to-size products require preparation time before dispatch. Selecting Express Delivery does not shorten production or preparation time.

Orders containing different products may be supplied in separate parcels or on different dates.

Unless another delivery period has been agreed with you, we will deliver eligible consumer orders without undue delay and normally within 30 days after the contract is formed. If we cannot do so, your legal rights will apply.

You are responsible for providing a complete and accurate delivery address. Additional charges may apply where redelivery is required because the address was incorrect, delivery was refused or reasonable delivery attempts were missed.

1. OWNERSHIP AND RISK

Responsibility for products passes to you when the products are delivered to you, or to a person identified by you to receive them.

Ownership of the products passes to you once we have received payment in full.

If you independently arrange for a carrier not offered by us to collect an order, risk may pass when the order is handed to that carrier, as permitted by law.

1. CANCELLATION RIGHTS

If you are a UK consumer purchasing a standard, non-customised product online, you normally have the right to cancel the order without giving a reason.

You must notify us within 14 days after the day on which you, or a person nominated by you, receives the product.

Where one order is delivered in separate parcels or on different days, the cancellation period normally begins after the final product or parcel is received.

After notifying us, you must return the products without undue delay and no later than 14 days after informing us of the cancellation.

You are normally responsible for change-of-mind return costs unless:

• The product is faulty, damaged, misdescribed or incorrect.
• We agreed to pay the return costs.
• We failed to inform you that you would be responsible for them.

For large or bulky products, return costs may be significantly higher than ordinary postal charges. Please contact us before returning such a product so we can provide the correct return instructions.

You must take reasonable care of returned products. We may reduce a refund to reflect loss in value caused by handling beyond what would reasonably be permitted when examining the product in a shop.

1. CANCELLATION EXCEPTIONS

The statutory change-of-mind cancellation right does not normally apply to:

• Products made to your specifications.
• Clearly personalised products.
• Foam cut to dimensions selected or supplied by you.
• Made-to-measure cushions or mattresses.
• Sealed products unsuitable for return for health or hygiene reasons after the seal has been broken, where the legal hygiene exception applies.
• Other products legally exempt from the cancellation right.

These exceptions do not remove your rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

1. REFUNDS

For an eligible change-of-mind cancellation, we will refund the product price and the cost of our least expensive standard delivery method, where applicable.

If you selected a more expensive delivery service, such as Express Delivery, we are not required to refund the additional amount above the standard delivery cost.

We may withhold the refund until:

• We receive the returned products; or
• You provide evidence that the products have been sent back,

whichever occurs first.

Eligible refunds will be processed without undue delay and normally within 14 days of receiving the returned products or acceptable evidence of return.

Refunds will normally be issued to the original payment method unless another method is expressly agreed.

Please read our Refund Policy for complete return instructions.

1. FAULTY, DAMAGED OR INCORRECT PRODUCTS

Products supplied to consumers must be as described, of satisfactory quality and fit for any purpose made known to us where the law requires.

If a product arrives damaged, faulty, materially misdescribed or incorrect, contact us promptly at altasawuq@outlook.com.

Please provide:

• Your order number.
• A description of the problem.
• Photographs of the product.
• Photographs of the packaging and delivery label where available.

We may ask you to retain the product and packaging while we investigate.

Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.

We will cover reasonable return costs where goods are confirmed to be faulty, damaged, misdescribed or incorrectly supplied.

Nothing in these Terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer legislation.

1. ACCOUNTS AND CUSTOMER INFORMATION

If you create an account, you are responsible for:

• Keeping your login details secure.
• Providing accurate and current information.
• Restricting unauthorised access to your account.
• Informing us promptly of suspected unauthorised activity.

We may suspend or close an account where we reasonably believe it has been used fraudulently, unlawfully or in breach of these Terms.

We process personal information in accordance with our Privacy Policy.

1. REVIEWS AND USER CONTENT

If you submit a review, photograph, comment or other content, you confirm that:

• You own the content or have permission to use it.
• It is accurate and based on a genuine experience where presented as a review.
• It does not infringe another person’s rights.
• It is not unlawful, abusive, threatening, defamatory, misleading or obscene.
• It does not contain malicious code, spam or unauthorised advertising.

You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and display submitted content for operating and promoting Altasawuq, subject to applicable data-protection law.

We may moderate or remove content that breaches these Terms, but we are not required to publish every submission.

1. INTELLECTUAL PROPERTY

The website and its content—including the Altasawuq name, branding, text, graphics, photographs, designs, page layouts and original product material—belong to Altasawuq Limited or its licensors and are protected by applicable intellectual-property laws.

You may use the website for personal, non-commercial shopping purposes.

You must not copy, reproduce, republish, distribute, sell, scrape, exploit or commercially use our website content without prior written permission, except where permitted by law.

1. PROHIBITED USE

You must not:

• Use the website for unlawful or fraudulent purposes.
• Submit false or misleading information.
• Attempt to gain unauthorised access to the website or another user’s account.
• Introduce viruses, malicious code or disruptive technology.
• Interfere with the website’s security or operation.
• Collect customer or website data without authorisation.
• Infringe our rights or the rights of another person.
• Use automated systems to place abusive or fraudulent orders.
• Harass, threaten or abuse our staff, suppliers or other users.

We may restrict access, cancel affected orders or report unlawful activity where reasonably necessary.

1. THIRD-PARTY SERVICES AND LINKS

Our website may use or link to services operated by third parties, including Shopify, payment providers, couriers, review services and social-media platforms.

Third-party websites and services have their own terms and privacy policies. We are not responsible for third-party content or services outside our reasonable control.

Nothing in this section excludes responsibility that cannot legally be excluded.

1. WEBSITE AVAILABILITY

We aim to keep the website available and accurate but cannot guarantee uninterrupted or error-free access.

We may temporarily suspend, withdraw, update or restrict parts of the website for maintenance, security, technical or operational reasons.

We are not responsible for losses caused solely by internet, hosting or communications failures outside our reasonable control, subject to your statutory rights.

1. LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Breach of your statutory consumer rights.
• Any liability that cannot legally be excluded or limited.

If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable when the contract was formed.

Products sold through our consumer store are supplied for private and domestic use unless otherwise agreed. We are not responsible for business losses, including loss of profit, revenue, contracts, opportunity or business interruption, arising from a consumer purchase.

This section does not affect any legal remedies available to you.

1. EVENTS OUTSIDE OUR CONTROL

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, natural disasters, transport disruption, strikes, customs delays, supplier interruption, utility failure, cyberattack, epidemic, government restrictions or courier-network disruption.

We will take reasonable steps to minimise the effect of such events and will contact affected customers where appropriate.

Your statutory rights, including rights relating to significantly delayed delivery, remain unaffected.

1. CHANGES TO THESE TERMS

We may update these Terms to reflect changes to our business, website, products or legal obligations.

The version displayed when you place an order will normally apply to that order. Changes will not retrospectively remove rights relating to an order already accepted.

The latest version will be displayed on this page with its revision date.

1. SEVERABILITY

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be treated as removed or limited to the minimum extent necessary.

The remaining Terms will continue to apply.

1. NO WAIVER

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

1. TRANSFER OF RIGHTS

We may transfer our rights and obligations under these Terms to another organisation where this does not reduce your rights.

You may transfer your rights or obligations only with our written agreement, except where the law allows otherwise.

1. GOVERNING LAW AND COURTS

These Terms and any contract between you and Altasawuq are governed by Scots law.

If you live in Scotland, legal proceedings may be brought in the Scottish courts.

If you are a consumer living elsewhere in the United Kingdom, you may bring proceedings in the courts of the part of the United Kingdom where you live, and we may generally bring proceedings against you only where permitted by applicable law.

If you live outside the United Kingdom, any mandatory consumer protections and jurisdiction rights provided by the law of your country remain unaffected where they legally apply.

1. CONTACT US

Questions, complaints, cancellations and notices relating to these Terms should be sent to:

Altasawuq
Email: altasawuq@outlook.com
Website: https://altasawuq.co.uk

Altasawuq Limited
19 B Nithsdale Street
Glasgow
Scotland
G41 2PZ
Company number: SC824783

Please include your order number when contacting us about a purchase.