Refund & Returns Policy
At SAFA, customer satisfaction is our priority. We are committed to delivering high-quality skincare, personal care, bakhoor incense sticks, mehndi essentials, and other products. Please read this Refund & Return Policy carefully before making a purchase.
1.Return Eligibility
You may request a return only if:- You receive a damaged product.- You receive a defective product.- You receive the wrong item.- The product is missing from your order.- The product is significantly different from what was ordered. To be eligible for a return, the request must be made within 48 hours of receiving the order.
2. Non-Returnable Products
For hygiene, safety, and quality reasons, the following products are generally not eligible for return or exchange unless they are damaged, defective, or incorrectly delivered:- Opened or used skincare products- Opened personal care products- Opened bakhoor incense products- Mehndi products after opening- Products with damaged or removed seals- Gift items- Products purchased during clearance or special promotional sales (unless damaged or defective)
3. Condition for Returns
Returned products must:- Be unused and in their original condition.- Include the original packaging, labels, accessories, and invoice (where applicable).- Be securely packed to avoid damage during return shipping.Returns that do not meet these conditions may be declined.
4. How to Request a Return
To request a return:
1. Contact our customer support within 48 hours of delivery.
2. Provide: - Order Number - Product Name - Reason for return - Clear photos or videos showing the issue
3. Our support team will review your request and respond as soon as possible.
5. Inspection Process
After receiving the returned product, our quality team will inspect it.If the return is approved, we will process either:- A replacement product (subject to availability), or- A refund as per this policy.
6. Refund Process
Approved refunds will be processed to the original payment method used during purchase.The time required for the refund to reflect in your account may vary depending on your bank or payment provider.Shipping charges, handling charges, and COD charges (if applicable) are generally non-refundable unless the error was on our part.
7. Replacement Policy
Where applicable, we may provide a replacement instead of a refund.Replacement requests are subject to:- Product availability- Successful verification of the reported issueIf the same product is unavailable, we may offer an alternative solution.
8. Order Cancellation
Orders may be cancelled only before they are packed or shipped.Once an order has been shipped, it cannot normally be cancelled.If cancellation is approved before shipment, any eligible refund will be processed to the original payment method.
9. Failed or Duplicate Payments
If your payment is deducted but the order is not confirmed, please contact us with your payment details.Verified failed or duplicate transactions will be resolved in coordination with the payment gateway and your bank.
10. Incorrect Shipping Address
Customers are responsible for providing the correct shipping address and contact information.SAFA is not responsible for delays, failed deliveries, or additional charges resulting from incorrect or incomplete address details provided by the customer.
11. Return Shipping
If the return is approved due to an error on the part of SAFA (such as a damaged, defective, or incorrect product), return shipping arrangements may be provided or reimbursed where applicable.For returns not caused by our error, return shipping costs may be the customer's responsibility.
12. Limitation of Liability
SAFA reserves the right to refuse any refund or return request that does not comply with this policy or where there is evidence of misuse, fraud, or violation of our Terms & Conditions.
13. Contact Us
If you have any questions regarding returns or refunds, please contact us through the Contact Us page available on our website. We appreciate your trust in SAFA and remain committed to providing high-quality products and excellent customer service.