Return and Exchange Policy
If something is not quite right with your order, we want the next step to be simple. Here is how returns, exchanges, the 14-day cooling-off period and refunds work.
1. Quick Overview
Most standard stationery items can be returned when they are in their original condition and have not been used beyond what is reasonably necessary to check the item.
For eligible online purchases, you generally have 14 calendar days from the day after you receive the goods to tell us that you wish to cancel the purchase without giving a reason.
After telling us that you wish to cancel, the goods should be returned without undue delay and normally no later than 14 calendar days after the day you notify us.
The goods should be handled only as much as reasonably necessary to establish their nature, characteristics and functionality. Where handling goes beyond that and reduces the value of the goods, an appropriate deduction may apply where permitted by law.
The 14-day cooling-off period does not replace any longer return arrangement stated elsewhere in this policy. If the 14-day period has ended, our separate 30-day return arrangement may still be available where the stated conditions are met.
Certain products or circumstances may be excluded from a statutory cooling-off right. Where an exclusion applies, we will explain this before processing the request.
2. When a Return Can Be Accepted
A return will normally be accepted when the item meets the following conditions:
3. Examples of Items That Can Usually Be Returned
For our stationery range, the following types of items can generally be returned when they meet the conditions above:
- Unused notebooks and journals.
- Unused planners and diaries.
- Unused pens and pencils.
- Unused desk organisers and desk accessories.
- Unused phone, tablet or headset stands.
- Unused monitor stands and similar desk equipment.
- Products that were received in an incorrect version or quantity.
- Products that arrived with a manufacturing or quality issue.
- Products that were damaged before or during delivery.
Opening ordinary retail packaging to inspect an item does not automatically prevent a return. What matters is the condition of the product and the extent to which it has been used.
4. When a Refund Can Be Provided
A refund may be provided when the returned product has been received and the return has been approved.
This can include situations where you have simply changed your mind and the product is returned in an acceptable condition, as well as situations where the wrong item was supplied or there is a confirmed issue with the product.
Where a product is returned because it does not match the order, arrived damaged or has a confirmed product issue, we will review the matter and arrange the appropriate outcome.
5. Items That Are Not Normally Eligible for a Change-of-Mind Return
A change-of-mind return may not be accepted where the condition of the product has been materially affected after delivery.
6. Products That Arrive Damaged or Incorrect
If your order arrives damaged, incomplete or different from what you ordered, please contact us as soon as reasonably possible.
For the quickest review, please contact us within 7 calendar days of delivery and provide the order number together with a short description of the issue.
Where useful, we may ask for photographs of the product or packaging. This helps us understand what happened and decide the next step without unnecessary back-and-forth.
If we confirm that the wrong product was supplied or that the product arrived with a qualifying issue, we will discuss the appropriate replacement, exchange or refund.
7. Exchange Policy
If you would prefer another item instead of a refund, an exchange may be arranged where the requested replacement is available.
Please contact us before sending the original item back so that we can confirm availability and the correct exchange process.
The first approved exchange for an order is free of return and replacement shipping charges.
If the replacement item has a different price, we will confirm the relevant payment or refund arrangement before completing the exchange.
If the requested replacement is unavailable, we may instead offer a refund or another suitable option.
8. First Return or Exchange Is Free
We provide free return or exchange shipping for the first approved return or exchange connected with an order.
This means you will not normally be charged an additional shipping fee for the first approved return or exchange.
If the same order requires another return or exchange after the first one has already been completed, shipping arrangements will be reviewed on a case-by-case basis.
Any later shipping arrangement will be explained before you are asked to proceed.
9. How to Start a Return or Use the Cooling-Off Period
Please contact us before sending an item back. Starting with the order details makes the process much easier.
10. Return Condition Review
Once a returned item arrives, we normally review it within 3 business days.
We check that the item corresponds with the order and that its condition is consistent with the reason for the return.
If additional information is needed before the return can be completed, we will contact you rather than leaving the request unresolved.
11. Refund Timing
Once a return has been approved, we normally arrange the refund within 5 business days.
For a valid cancellation under the applicable 14-day cooling-off right, the refund will be handled in accordance with the relevant legal requirements. Where the goods have been returned, or where you provide suitable evidence that they have been sent back, the refund will normally be arranged without undue delay and within the applicable statutory timeframe.
After the refund has been processed, the time for the money to appear in your account can vary depending on the payment provider and the financial institution used for the original payment.
| Stage | Typical time | What happens |
|---|---|---|
| Return received | Day 0 | The returned item is received and enters the review process. |
| Return review | Within 3 business days | We normally check the item and confirm the outcome. |
| Refund approval | After review | An approved refund is prepared for processing. |
| Refund issued | Normally within 5 business days after approval | The refund is sent through the original payment method where applicable. |
| Money appears | Usually another 3–7 business days | The exact timing depends on the relevant payment provider or financial institution. |
If the refund has been confirmed as processed but has not appeared after 10 business days, please contact us so that we can check the transaction details available to us.
12. What Is Included in a Refund
Where a refund is approved, we will refund the amount applicable to the returned product.
For a valid 14-day cooling-off cancellation, applicable delivery charges will be handled in accordance with the relevant consumer rules. Where applicable, we will reimburse the cost of the standard delivery option originally selected.
Where applicable law requires additional amounts to be returned, those requirements will also be followed.
For a standard change-of-mind return outside the statutory cooling-off period, the amount refunded may depend on the condition of the returned item and whether its value has been reduced by handling beyond what is reasonably necessary to inspect it.
Where a product is confirmed to be incorrect, damaged on arrival or otherwise subject to a qualifying issue, we will review the appropriate refund or replacement arrangement with you.
13. When a Full Change-of-Mind Refund May Not Apply
A full change-of-mind refund may not be available where the product has been used or handled beyond what is reasonably necessary to inspect it and that handling has reduced its value.
Examples include writing in a notebook, planner or journal, filling in planner pages, using pens or pencils, staining a product, bending pages, damaging covers or otherwise putting an item into a condition that is materially different from the condition in which it was supplied.
This does not affect rights that apply where an item is faulty, incorrect, damaged on arrival or otherwise does not meet the requirements applicable to the purchase.
14. Items That Are Not Normally Eligible for a Change-of-Mind Return
Unless a different legal right applies, we may decline a change-of-mind return where:
- The applicable return or cancellation period has expired.
- The product has been substantially used rather than reasonably inspected.
- The product has been intentionally or avoidably damaged after delivery.
- The product has been written on, filled in or materially marked through use.
- Parts or accessories supplied with the item are missing.
- The product has been modified or altered after delivery.
- The product cannot reasonably be matched to the original order.
- The requested return does not relate to an eligible product or applicable consumer right.
These conditions do not remove any statutory right that cannot lawfully be excluded or restricted.
15. Refunds for Unavailable Exchanges
If an exchange has been approved but the requested replacement is no longer available, we will contact you and discuss the available alternative.
Where an alternative cannot reasonably be arranged, a refund may be provided instead.
Any refund will be handled using the applicable refund process described above.
16. If You Change Your Mind After Ordering
If you change your mind before the order has been dispatched, please contact us as soon as possible.
We will try to stop the order before dispatch where this is reasonably possible.
If the order has already been dispatched, you may still have the applicable 14-day cooling-off right after receiving the goods, subject to the conditions and exclusions that apply to that right. Our additional 30-day return arrangement may also apply where its conditions are met.
Please do not refuse a delivery simply to start a return unless we have specifically advised you to do so.
17. Our Responsibility and Delivery Circumstances
We take reasonable care when preparing products for dispatch and when handling return requests.
Once a returned parcel has been handed to a delivery service, delays or service interruptions may occur outside our reasonable control. We will still provide reasonable assistance where tracking or other delivery information is available.
We cannot accept responsibility for a return that is sent to an incorrect location, sent without following the return instructions provided to you, or damaged as a result of inadequate packaging after the item has left your possession.
18. Important Disclaimer
Return and exchange outcomes can depend on the condition of the product, the reason for the request, the information available and the circumstances of the individual order.
The timeframes on this page are our normal processing targets and are not intended to remove any statutory timeframe or legal right that applies to your purchase.
Nothing in this policy limits, excludes or replaces any consumer right or protection that cannot lawfully be limited or excluded.
Where a situation is not specifically covered by this policy, we will review the circumstances and explain the available options rather than applying an automatic outcome.
19. Contact Us About a Return
If you need to arrange a return or exchange, or if you want to exercise the applicable 14-day cooling-off right, please contact us first. A short message with your order number and what you would like to do is enough to get things started.
Email: help@safsalstationery.shop
Telephone: +44 1332 648913
Company address: 37 Middleton Street, Derby, England, DE23 8QJ
We normally aim to acknowledge return and exchange enquiries within 2 business days.
20. Policy Changes
This policy is effective immediately when published on the website.
We may update the policy when our return, exchange or customer service arrangements change. The version published on this page applies from the time it becomes effective.