Saidina International - Refund and Return Policy

Refund & Return Policy

Last updated: 4 July 2026

Overview

At Saidina International, we want you to shop with confidence. This Refund & Return Policy explains when you may return products, how refunds are processed, and what applies to online orders placed through our website — including payments made via My Wallet, ToyyibPay, or other methods shown at checkout.

By placing an order with us, you agree to the terms below. If anything is unclear, please contact our customer service team before returning an item.

Return Eligibility

You may request a return within 7 calendar days from the date you receive your order (or from the date shown as delivered in My Orders), provided that:

The product is unused, unopened (where applicable), and in saleable condition;
Original packaging, seals, and labels are intact;
You have proof of purchase (order number, receipt, or payment reference);
The item is not listed as non-returnable below.

For food and grocery items, returns are accepted only if the product is damaged, defective, expired, or incorrectly supplied — not for change of mind once opened or consumed.

Non-Returnable Items

The following cannot be returned or exchanged unless required by law or confirmed defective by us:

Opened or partially consumed food, beverages, and perishable goods;
Products with broken seals, damaged packaging caused after delivery, or improper storage by the customer;
Clearance, final-sale, or promotional items marked as non-returnable at checkout;
Digital vouchers, membership fees, or wallet top-ups (unless a billing error is verified);
Food Security Bank installment plans that are active or fully paid — these are governed by the Food Security programme terms (buyback or product redemption at maturity), not standard product returns.

Damaged, Wrong, or Missing Items

If your order arrives damaged, defective, expired, or different from what you ordered, please notify us within 48 hours of delivery. Include your order number, photos of the product and packaging, and a brief description of the issue.

After review, we may offer a replacement, store credit, or full/partial refund at our discretion. Do not dispose of the item until we confirm the next step — we may request return of the affected goods.

How to Request a Return or Refund

Sign in to your account and open My Orders.
Locate the relevant order and note your order number and payment reference.
Contact us via Contact Us or email info@saidinainternational.com with the subject line Return Request — Order #[number].
Wait for return approval and instructions (return address, courier, or pickup arrangement).
Ship or hand over the approved item(s) in original packaging where possible.

Unauthorized returns (sent without approval) may be refused or returned to sender at the customer's expense.

Return Shipping

If the return is due to our error (wrong item, defect, or damage in transit), we will bear reasonable return shipping costs or arrange collection where available.

If you change your mind on an eligible unopened item, return shipping is paid by the customer unless otherwise stated in a promotion.

Refund Policy

Once we receive and inspect the returned item, approved refunds are processed as follows:

Original payment method (e.g. ToyyibPay / online banking) — typically within 7–14 business days, depending on your bank or payment provider.
My Wallet — credited to your member wallet, usually within 3–5 business days after approval.
Promo codes or discounts — refunded amounts reflect the price actually paid after valid promotions; shipping fees are non-refundable unless the return is due to our error.

If the returned product is not in its original condition, is missing parts, or shows signs of use beyond inspection, we may apply a restocking fee or issue a partial refund.

Exchanges

We do not guarantee direct exchanges. Where an exchange is requested, we may treat it as a return plus a new order. Stock availability applies. Contact us before sending any item for exchange.

Cancellations

Orders may be cancelled before they are packed or shipped. Once an order status is Processing or Shipped, cancellation may not be possible; a return may be required instead if eligible. Contact us as soon as possible if you need to cancel.

Stokis & Member Orders

Orders placed under Stokis, Dealer, or Agent accounts are subject to the same return standards. Commission or network adjustments related to a refunded order may be reversed in accordance with our commission rules.

Policy Updates

Saidina International may update this Refund & Return Policy from time to time. Changes will be posted on this page with a revised date. Continued use of our website after updates constitutes acceptance of the revised policy.