Refund and Returns Policy

Our returns and refund Policy

At Sattva Mart, we want you to be completely satisfied with every order. If something is not right, we will do our best to put it right quickly and fairly. This policy sets out your rights and our procedures for returns, cancellations, and refunds.

This policy is compliant with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and all applicable UK consumer law. Your statutory rights are not affected by this policy — they apply in addition to it.

To start a return or report an issue, please contact us quoting your order number and reason:
Email: hello@sattvamart.com
Subject line: Return Request — Order #[YOUR ORDER NUMBER]

Reporting damage or shortages

If your order arrives damaged, incomplete, or with incorrect items, you must report this to us within 48 hours of delivery. Please include:

• Your order number
• A clear description of the issue
• Photographs of the damaged or incorrect items and, where relevant, the outer packaging

This allows us to investigate with our delivery carrier and process your claim as quickly as possible. Reports made after 48 hours may be more difficult to investigate, though your statutory rights under the Consumer Rights Act 2015 continue to apply regardless of when you report.

Your statutory rights — faulty or misdescribed goods

Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If your goods are faulty, misdescribed, or not fit for purpose, you have the following rights:

• 30-day short-term right to reject: Within 30 days of receiving your order, you are entitled to a full refund if the goods are faulty or misdescribed. You do not need to accept a repair or replacement.
• Within 6 months: After 30 days but within 6 months, we have one opportunity to repair or replace the faulty item. If the repair or replacement is impossible, disproportionate, or fails, you are entitled to a full or partial refund.
• After 6 months: You may still have a right to a remedy, but the burden of proof shifts to you to demonstrate the fault existed at the time of delivery.

For faulty or incorrect items, we will cover the cost of return postage, either by providing a prepaid returns label or by reimbursing your reasonable return postage costs upon receipt of proof.

Change-of-mind returns (14-day cooling-off period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and return goods within 14 days of receiving them, without giving any reason. To exercise this right, you must notify us of your decision to cancel within the 14-day window.

To cancel, contact us with your order number and a list of the items you wish to return:
Email: hello@sattvamart.com
You may also manage cancellations via the My Account portal on our website.

After notifying us, you have a further 14 days to return the goods to us. For change-of-mind returns, the cost of return postage is your responsibility.

Returned goods must be:

• Unused and in their original, undamaged, sealed packaging
• In a resaleable condition
• Accompanied by your order number

You are responsible for any diminished value in the goods caused by handling beyond what is reasonably necessary to inspect them — for example, opening sealed food packaging.

Items that cannot be returned

For food safety and hygiene reasons, the following items cannot be returned unless they are faulty, misdescribed, or covered by your statutory rights under the Consumer Rights Act 2015:

• Perishable goods — items with a short shelf life or products that deteriorate quickly by their nature (e.g. fresh produce, short-dated items)
• Unsealed food products — any item whose original hygiene seal or packaging has been broken or opened after delivery
• Short-dated or clearance items — where the best-before or use-by date was clearly disclosed at the time of purchase, these items are non-returnable on the basis of date alone
• Personalised or custom orders — items made or assembled specifically to your specification

Important: These exclusions do not affect your statutory right to a refund where an item is genuinely faulty, unsafe, or not as described. Your rights under the Consumer Rights Act 2015 always apply.

Cancelling before dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at hello@sattvamart.com with your order number. We process orders promptly, so we cannot guarantee cancellation once an order has entered fulfilment — but we will always try.

If we are able to cancel your order before dispatch, a full refund will be issued to your original payment method within 14 days. If the order has already been dispatched, please follow the standard returns process above once the goods arrive.

Exchanges

Where stock is available, we are happy to arrange an exchange for a different product or a replacement of the same item. Please contact us at hello@sattvamart.com with your order number and the details of what you would like instead.

If the requested exchange item is unavailable, we will issue a refund in accordance with this policy.

Partial returns and promotional orders

If you return only part of an order, your refund will be calculated proportionately based on the items returned. Please note that partial returns may affect any promotional pricing or discount that applied to the original order. For example, if a discount was applied to an order of a certain value and a partial return brings the order below that threshold, the refund will reflect the recalculated order value.

Any store credit or voucher-only policy does not affect your statutory right to a cash or card refund where the law requires it.

Refunds

Once we have received your returned items (or received valid proof of postage), we will process your refund within 14 days. Refunds are always issued to your original payment method — we do not issue refunds to a different card, account, or by cheque unless the original payment method is no longer available.

Where you are entitled to a refund under the Consumer Contracts Regulations 2013 (cooling-off cancellation), we will refund the cost of the goods plus the least-expensive standard delivery option we offered at the time of your order. We are not required to refund the cost of any premium or express delivery upgrade you selected.

For faulty or misdescribed goods, we will refund the full cost of the goods and any delivery charge paid.

Your refund will appear in your account within 3–5 working days of being processed, depending on your bank or payment provider.

Allergen and food safety information

Sattva Mart sells a wide range of Indian food products including pulses, grains, spices, flours, and dry fruits. Many of our products are produced in facilities that also handle common allergens, including nuts, peanuts, gluten (wheat), sesame, mustard, celery, and dairy. Cross-contamination risks exist within supply chains.

Allergen information is provided on product pages and on product packaging. We strongly recommend always reading the label on the product you receive. If you have a severe allergy or specific dietary requirement, please contact us at hello@sattvamart.com before placing your order.

We follow UK food labelling regulations. If you believe a product has been mislabelled or allergen information is missing or incorrect, please contact us immediately. This is treated as a priority.

How to start a return

To start a return, please contact us using the details below. We will provide you with a returns address and instructions once your return has been approved.

Email: hello@sattvamart.com
Subject: Return Request — Order #[YOUR ORDER NUMBER]
Include: Your order number, the item(s) you wish to return, and the reason for the return

We will respond within 3 working days with return instructions. Please do not send items back to us without first receiving a returns authorisation, as we may not be able to process unauthorised returns.

Returns address: Sattva Mart Limited, 6 Hamsterley Close, Bedford, Bedfordshire, England, MK41 0BZ

Contact us

If you have any questions about this policy or your order, please get in touch:

Sattva Mart
Email: hello@sattvamart.com
Website: sattvamart.com
Phone / WhatsApp: +44 7540 527399

If you are not satisfied with how we have handled your return or refund, you may refer your complaint to the Citizens Advice consumer helpline on 0808 223 1133, or seek alternative dispute resolution.

Sattva Mart Refund & Returns Policy · Version 1.0 · Effective February 2026 · Next review February 2027 · Compliant with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.