Returns and Refunds Policy
At Sacred Threads, we handle every piece with care and respect. We want you to understand our returns process before placing an order.
This policy explains how to contact us about damaged items, cancellations, returns and refunds. It does not affect your statutory consumer rights.
1. Damaged or Faulty Items
If your order arrives damaged, broken or faulty, please contact us as soon as possible at salaam@sacredthreads.global.
Please include:
- Your order reference
- A description of the damage or fault
- Clear photographs of the item and its packaging
- An unboxing video, if available
We recommend retaining the original packaging until the matter has been resolved.
Please report visible transit damage within 24 hours of delivery wherever possible, so that we can investigate promptly with the delivery carrier. However, failure to report damage within this period or to provide an unboxing video will not, by itself, remove any rights you have under applicable consumer law.
We will assess the issue and explain the appropriate next steps, which may include repair, replacement or refund, depending on the circumstances and your legal rights.
2. Cancellations and Change of Mind
For purchases made online or at a distance, eligible consumers generally have a statutory 14-day cancellation period after receiving their goods.
Exceptions may apply to certain products, including qualifying personalised or custom-made items. We will explain any applicable exception before you place your order.
If you wish to cancel or return an item, please email salaam@sacredthreads.global with your order reference and request.
Where a statutory cancellation right applies, the goods must be returned within the applicable legal timeframe. You may be responsible for direct return postage if you were informed of this before purchase. Refunds will be handled in accordance with applicable law.
3. Refunds
Once a return has been received and assessed, we will confirm the outcome by email.
Where a refund is due, it will normally be made to the original payment method and within the timeframe required by applicable law.
Any permitted deduction, including for diminished value resulting from handling beyond what is necessary to inspect the goods, will be explained where applicable.
We will not deduct standard outbound delivery charges where the law requires them to be refunded.
4. Replacements
Where appropriate, we may offer a replacement, subject to availability and your agreement where required.
Nothing in this section limits your statutory rights concerning faulty or misdescribed goods.
5. Variations in Heritage Textiles
Genuine Kiswah is a heritage textile, and individual pieces may show natural variations in texture, colour, embroidery and detailing.
We aim to represent every piece accurately through our descriptions and photographs. Any material variation that is relevant to your purchase should be clarified before your order is finalised.
Natural variations do not automatically constitute a fault, but this does not affect your rights if an item is faulty or not as described.
6. Need Assistance?
For all returns, cancellations and refund enquiries, contact:
Email: salaam@sacredthreads.global
Please include your order reference so that we can assist you promptly.
Sacred Threads reserves the right to update this policy, subject to applicable law. The policy in force at the time of your order will apply, without limiting any statutory rights.
Last updated: October 2026
