Refund Policy

At SasiMart, customer satisfaction is important to us. We take great care to ensure that every order is packed and delivered in excellent condition. If you experience any issue with your order, please contact our customer support team and we will work to resolve it as quickly as possible.

Returns

We accept returns for eligible non-perishable products within 30 days of delivery.

To qualify for a return, the item must:

  • Be unused and unopened.
  • Be in its original packaging.
  • Be in the same condition as received.
  • Include proof of purchase or your order confirmation.

To request a return, please contact our customer support before sending any item back. Returns sent without prior approval may not be accepted.

Damaged, Incorrect or Faulty Items

Please inspect your order as soon as it is delivered.

If you receive:

  • A damaged item
  • A defective product
  • An expired product
  • An incorrect item

Please contact us within the applicable time period below and include:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the product and packaging

This helps us investigate your claim and provide a faster resolution.

Reporting Time Limits

To help us process claims efficiently, please report issues within the following timeframes:

Product Type Report Within
Fresh, chilled or frozen products 24 hours of delivery
Damaged or expired grocery items 7 days of delivery
Missing items or incorrect orders 3 days of delivery

Claims submitted outside these periods may not be eligible for a refund or replacement.

Non-Returnable Products

For hygiene and food safety reasons, we cannot accept returns for:

  • Fresh fruits and vegetables
  • Frozen foods
  • Fresh meat and seafood
  • Fresh bakery products
  • Flowers and plants
  • Personal care and hygiene products
  • Custom or personalised items
  • Gift cards
  • Clearance or sale items

If you are unsure whether your item qualifies, please contact our support team before requesting a return.

Refund Process

Once we receive and inspect your returned item, we will notify you of the outcome.

If your refund is approved:

  • The refund will be issued to your original payment method.
  • Processing times may vary depending on your bank or card provider.
  • Delivery charges are generally non-refundable unless the return is due to our error.

Where applicable, packaging or handling charges may be deducted from the refund amount.

Perishable Goods

Because fresh and frozen products are time-sensitive, they cannot usually be returned after dispatch.

However, if you receive products that are:

  • Damaged
  • Spoiled
  • Incorrect
  • Not fit for consumption

Please contact us within 24 hours of delivery with supporting photographs, and we will review your claim promptly.

Order Cancellations

Orders may be cancelled before they have been packed or dispatched.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible.

If a refund is approved for a cancelled order, any applicable payment processing or administration charges may be deducted where permitted.

Exchanges

We only replace items if they are:

  • Damaged
  • Defective
  • Incorrectly supplied

If you need a replacement, please contact our customer support team with your order details and photographs where applicable.

Contact Us

If you have any questions regarding our Refund Policy or wish to request a return or refund, please contact us.

Email: info@sasimart.co.uk

Phone: +44 7417 596340

Website: https://sasimart.co.uk/

Thank you for shopping with SasiMart. We appreciate your trust and are committed to providing quality products, excellent customer service, and a smooth shopping experience across the United Kingdom.