The details
Returns and refunds
We want you to keep the stool because it helps, not because you're stuck with it. This page explains exactly what happens in each situation, so there are no surprises either way.
If it's faulty, damaged, or not what you ordered
We cover everything. Email support@sajdastool.co.uk with your order number and a photo, within 30 days of delivery. Choose whichever you prefer:
- a full refund including all postage, or
- a free replacement, sent at our cost.
You will never be asked to pay return postage on a faulty item, and in most cases we won't ask you to send it back at all.
If you've changed your mind
You have 30 days from delivery to tell us you'd like to return it — longer than the 14 days the law requires.
Please email us first. We'll reply with the return address and instructions. Items sent back without contacting us can't be tracked to your order and may delay your refund.
For change-of-mind returns:
- You pay the return postage. We recommend a tracked service — until the parcel reaches us it is still your responsibility.
- The stool must be returned unused, complete, and in its original packaging.
- We refund the full price you paid once it arrives with us and has been checked.
What “unused” means
You're entitled to handle the stool as you would in a shop — unbox it, look at it, sit on it briefly to judge the height. That's inspection, and it doesn't affect your refund.
What isn't inspection is using it: praying on it for a fortnight, marks on the seat, scuffed runners, or a stool returned without its packaging. Where an item comes back worth less than it was sent, we may reduce the refund to reflect that loss in value, as the Consumer Contracts Regulations allow. We'll always tell you before we do, with photographs, and you can ask us to send it back instead.
How refunds are paid
Refunds go to the original payment method within 14 days of the stool reaching us, usually much sooner. We email you when it's issued. Original delivery cost isn't refunded on change-of-mind returns — delivery was free, so this only matters if you paid for an upgraded service.
Bulk and masjid orders
Bulk orders are arranged individually and the same terms apply. If you're buying several for a masjid and aren't sure how many you need, email us before ordering — we'd rather advise you honestly than process a return later.
Before you buy
Most returns can be avoided with one email. If you're unsure whether the stool suits you — particularly if you can no longer kneel at all, in which case a prayer chair is the better purchase — tell us what happens when you pray and we'll give you an honest answer, including when that answer is “don't buy this”.
Your legal rights
Nothing here affects your statutory rights. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order within 14 days of receiving it and have a further 14 days to return the goods; our 30-day window is longer and sits alongside that right. Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality — where they are not, you are entitled to a repair, replacement or refund.
Contact
Sajda · support@sajdastool.co.uk · a person replies within one working day, usually the same day.