At Saad Online Store, we want you to be completely satisfied with every metal, hardware and home or industrial product you order. If something is not right, we are here to make it right — quickly and fairly.
This policy explains when an item can be returned, how to start a return, how refunds and exchanges work, and how we handle damaged, defective or wrong items. It applies to both retail and business (B2B) orders unless your account terms state otherwise.
Return Window
You may request a return within 7 days from the date of delivery. Requests made after this window may not be accepted, although we will always try to help where we reasonably can. For protection that lasts beyond this window, please see our Warranty Policy.
Return Eligibility
To qualify for a return, the item must meet all of the following conditions:
- Unused and undamaged — in the same condition you received it, with no signs of use, scratches or installation.
- Original packaging — returned with all boxes, protective wrapping, fittings, screws, manuals and free gifts included.
- Proof of purchase — your order number, invoice or delivery receipt.
Please inspect your order at the time of delivery. If a package looks damaged or tampered with, take a photo before opening and contact us the same day so we can resolve it faster.
Items That Cannot Be Returned
For hygiene, safety and practical reasons, the following are generally not eligible for return unless they arrive damaged, defective or incorrect:
- Custom-cut, custom-fabricated or made-to-order metal items.
- Products sold as clearance, "as-is" or final sale.
- Items that have been installed, assembled, modified or used.
- Consumables and small fittings sold in opened bulk packs.
How to Start a Return
Starting a return is simple. Follow these steps:
- Contact us within 7 days at saad@gmail.com or call 01738919198 with your order number and reason for return.
- Share details — for damaged, defective or wrong items, please include clear photos so we can assess quickly.
- Get approval — our team will confirm eligibility and share return instructions and the return address.
- Pack securely — repack the item safely in its original packaging to avoid transit damage.
- Send it back — return the item using the method we confirm, and keep your shipping receipt.
Refund Methods & Timelines
Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds are processed promptly:
- bKash / Nagad: typically within 3-7 business days.
- Bank transfer: typically within 3-7 business days after we confirm your account details.
- Card payments: refunded to the original card; timing depends on your bank.
- Cash on Delivery: refunded via bKash, Nagad or bank transfer to your nominated account.
Refunds cover the price of the returned item. Original delivery charges are non-refundable except where the return is due to our error.
Exchanges
Prefer a different size, model or colour? We are happy to arrange an exchange where stock is available, subject to the same eligibility conditions above. If there is a price difference, we will let you know how to settle or receive it before dispatching the replacement.
Damaged, Defective or Wrong Items
If your item arrives damaged, defective, or you received the wrong product, we will make it right at no extra cost to you. Contact us within 48 hours of delivery with photos, and we will arrange a free replacement, exchange or full refund — including any return shipping.
Who Pays Return Shipping
- Our error (damaged, defective or wrong item): we cover all return shipping costs.
- Change of mind or non-faulty returns: the return shipping cost is borne by the customer.
Cancellations Before Dispatch
You can cancel an order free of charge any time before it is dispatched. Just contact us with your order number as soon as possible. If the order has already shipped, it will be treated as a standard return once delivered.
Need Help?
Our team is ready to guide you through any return, exchange or refund. Reach out and we will respond quickly.
Have a question or want to start a return? Contact our support team today, or head back to the shop to find the right product for you.