Refund policy
1. Introduction
This Return & Refund Policy applies to all purchases made through the website https://saisales.co.uk, a service operated by Saigates Limited, a company registered in England and Wales.
This policy sets out customers’ statutory rights under UK consumer law and the conditions under which returns, refunds, repairs, or replacements are accepted. It also exists to protect the business from misuse, item substitution, and fraudulent chargebacks.
2. Right to Cancel (Change of Mind – 14 Days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the right to cancel their order within 14 calendar days of the date of delivery, without providing a reason.
To exercise this right:
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The customer must notify us in writing within 14 days of delivery
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The item must be returned within 14 days of the cancellation notice
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The item must be returned in the same condition as supplied
Where the item has been handled beyond what is necessary to establish its nature, characteristics, and functioning, a deduction may be made to reflect any reduction in value.
3. Condition of Returned Items
All returned items must:
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Match the original IMEI and/or serial number recorded at dispatch
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Be free from new damage, water exposure, or physical modification
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Have all user accounts removed (including iCloud, Google, Samsung, or similar locks)
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Be returned with all accessories originally supplied, where applicable
We reserve the right to refuse a refund or apply a partial refund where:
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Security seals are damaged or removed
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Components have been replaced or tampered with
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The device is returned in a materially worse condition than supplied
4. Faulty or Not-as-Described Items
If an item is faulty or not as described:
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The customer must notify us within 30 days of delivery
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Supporting evidence (photos and/or videos) may be requested
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All returned devices are independently tested using PhoneCheck, Mobix, or equivalent professional diagnostic systems
Where testing confirms No Fault Found (NFF), diagnostic reports and photographic or video evidence will be retained as part of our records.
5. Returns Outside Statutory Timeframes
Requests for returns made outside statutory consumer time limits are not guaranteed and are assessed on a case-by-case basis.
6. Refund Processing
Approved refunds:
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Are issued to the original payment method only
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Are processed within 5–7 working days following inspection and approval
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Do not include original outbound shipping costs unless required by law
7. Fraud Prevention and Abuse
We actively monitor for:
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Repeated or excessive returns
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Chargeback abuse
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Item or component substitution
Orders linked to suspected fraudulent activity may be refused, cancelled, or reported to payment processors and relevant authorities.
8. Chargebacks
Customers are required to contact us before initiating a chargeback.
Unjustified chargebacks may result in evidence being submitted to card schemes and payment providers, including:
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Proof of delivery
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IMEI and serial number verification
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Diagnostic test reports
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Customer communication records
9. Contact Information
For all return and refund enquiries, please contact:
Address: Saigates Limited, 98 High Street, Wolverhampton, WV11 1SZ, United Kingdom
