REFUND POLICY
Refund Policy
This Refund Policy explains how refunds, returns, cancellations, and order issues are handled by Safa Merwa Publishing. It applies to products purchased directly through our website and should be read alongside our Terms and Conditions, Privacy Policy, and Disclaimer.
We want you to feel supported and treated fairly. If there is a problem with your order, download, product, or purchase, please contact us so we can look into it and help where possible.
This policy is provided for general information and transparency. It is not legal advice. If you need legal guidance for your specific situation, please consult a qualified legal professional.
1. Who We Are – Our Refund Policy
This website is operated by Safa Merwa Publishing, a faith-led publishing and resource brand creating Islamic children’s workbooks, books, Qur’an journals, printables, digital resources, business resources, and educational content for Muslim mothers, children, families, and women building purposeful lives.
If you need help with an order or refund request, please contact us at:
Email: hello@safiaolads.com
2. Please Contact Us First
If something is wrong with your order, please contact us as soon as possible. Include your name, email address, order number, the product name, and a clear explanation of the issue.
If the issue relates to a faulty, damaged, incorrect, inaccessible, or missing product, please include photos, screenshots, or other helpful details where possible.
We aim to respond to customer support enquiries within 1–2 working days, although response times may vary during busy periods, weekends, holidays, or circumstances outside our control.
3. Digital Products, Downloads and Printables
Many Safa Merwa Publishing products may be digital products, including PDFs, printables, worksheets, journals, planners, templates, guides, downloads, and other digital resources.
Because digital products are delivered electronically and can usually be accessed immediately, digital downloads are generally non-refundable once they have been accessed, downloaded, or delivered, unless required by law or there is a fault with the product.
Under UK distance selling rules, customers may lose the right to cancel digital content once the download or streaming begins, where the customer has agreed to instant access and confirmed they understand this. GOV.UK explains that businesses supplying downloads or streaming services must get the customer’s agreement to instant access and confirmation that they understand they may lose the 14-day right to cancel once access begins.
Read GOV.UK guidance on online and distance selling.
If you have trouble accessing a digital product, please contact us and we will try to help by resending the file, checking the download link, or offering another reasonable solution.
4. Faulty or Incorrect Digital Products
If a digital product is faulty, incomplete, not as described, or you receive the wrong file, please contact us with details of the issue.
Where appropriate, we may offer one or more of the following:
- A corrected file
- A replacement download link
- Support to access the product
- A partial refund, where appropriate
- A full refund, where required by law or where we consider it appropriate
Please note that differences in screen colour, printer settings, paper type, ink quality, device display, or personal printing results are not usually considered a fault with the digital file.
5. Physical Books, Journals and Workbooks
Some products may be physical books, journals, workbooks, notebooks, planners, or printed items. These may be sold directly by us or through third-party platforms such as Amazon, Etsy, Gelato, print-on-demand providers, postal services, or couriers.
If you purchase a physical product directly from our website, your refund, return, or cancellation request will be handled according to this policy and your applicable consumer rights.
If you purchase through a third-party platform such as Amazon, Etsy, Gelato, or another provider, their own refund, return, cancellation, delivery, and customer support policies may apply.
6. Damaged, Faulty or Incorrect Physical Products
If a physical product arrives damaged, faulty, misprinted, or incorrect, please contact us as soon as possible with your order details and clear photos of the issue.
Depending on the situation and where the product was purchased, we may offer a replacement, refund, corrected order, or direct you to the relevant third-party platform for support.
If the order was fulfilled by an external platform or print-on-demand provider, their investigation, evidence requirements, and refund or replacement process may also apply.
7. Change of Mind Returns
If you change your mind about a physical product purchased directly from our website, please contact us as soon as possible. UK online customers usually have cancellation rights for distance sales, subject to certain exceptions.
Read GOV.UK guidance on accepting returns and giving refunds.
To be eligible for a change of mind return, the product should usually be unused, in its original condition, and returned within the required timeframe. You may be responsible for return postage unless the item is faulty, incorrect, or not as described.
Digital downloads, personalised products, custom-made items, and products that have already been accessed or used may not be eligible for change of mind refunds unless required by law.
8. Personalised or Custom Products
Personalised, customised, made-to-order, or specially created products may not be refundable or returnable unless they are faulty, damaged, incorrect, or not as described.
Please check all names, spellings, design choices, sizes, colours, and custom details carefully before placing a personalised or custom order.
9. Courses, Coaching, Mentorship and Services
Safa Merwa Publishing may offer courses, coaching-style resources, mentorship, workshops, digital training, or other services.
Refund terms for courses, coaching, mentorship, workshops, or services may vary depending on the specific offer, access provided, time delivered, resources supplied, and terms stated at the time of purchase.
Where a specific product, service, course, or coaching offer has its own refund terms, those terms will apply in addition to this policy.
10. Sale Items, Discounts and Bundles
Sale items, discounted products, bundles, limited-time offers, and promotional purchases may have different refund or return conditions depending on the type of product and where it was purchased.
If a bundle includes both digital and physical items, the refund process may depend on whether any part of the bundle has already been accessed, downloaded, printed, shipped, or used.
This does not affect your legal rights if an item is faulty, incorrect, or not as described.
11. Third-Party Platforms
Some products may be sold, processed, printed, fulfilled, or delivered through third-party platforms such as Amazon, Etsy, Gelato, Stripe, PayPal, WooCommerce, or other providers.
If you purchased through a third-party platform, please follow that platform’s refund, return, cancellation, and support process. Their own terms, refund policies, delivery processes, and customer service procedures may apply.
You may wish to review the relevant third-party policies directly, including Amazon KDP Terms, Etsy Legal Terms, and Gelato Legal Terms.
12. How Refunds Are Processed
If a refund is approved, it will usually be processed back to the original payment method where possible. Refund timing may vary depending on your bank, card provider, payment processor, marketplace, or third-party platform.
We are not responsible for delays caused by banks, payment processors, marketplaces, or third-party providers once a refund has been issued.
Shipping costs, transaction fees, platform fees, or other costs may not always be refundable unless required by law or where we decide otherwise.
13. Refund Request Timeframes
Please contact us as soon as possible if there is an issue with your order. Delays in reporting an issue may affect what support, replacement, or refund options are available.
For damaged or incorrect physical products, please contact us promptly and include clear photos so we can assess the issue or raise it with the relevant fulfilment provider.
For digital access issues, please contact us as soon as possible so we can try to resolve the issue quickly.
14. Non-Refundable Situations
Refunds may not be available in the following situations, unless required by law:
- You purchased the wrong digital product and accessed or downloaded it
- You changed your mind after accessing a digital download
- You did not read the product description before purchasing
- You expected a different print result due to your own printer, paper, ink, or settings
- You shared, copied, edited, or used the product outside the permitted licence
- You purchased through a third-party platform and must follow their refund process
- The product was personalised, customised, or made to order, unless faulty or incorrect
This does not affect your legal rights if a product is faulty, incorrect, not as described, or where consumer law gives you a right to a remedy.
15. Useful Links
To understand how Safa Merwa Publishing handles website use, purchases, privacy, legal information, and customer support, please also read our Terms and Conditions, Privacy Policy, Disclaimer, and Contact page.
You may also wish to review relevant UK consumer guidance, such as
GOV.UK online and distance selling guidance and GOV.UK returns and refunds guidance.
If you purchase through external platforms, you may also wish to review Amazon KDP Terms, Etsy Legal Terms, and Gelato Legal Terms.
16. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our website, products, services, platforms, legal requirements, or business practices.
Any updates will be posted on this page with the updated date. We encourage you to review this policy from time to time.
17. Contact
If you have questions about this Refund Policy or need help with a refund, return, cancellation, download, or order issue, please contact us at:
Email: hello@safiaolads.com
Last updated: 202