Refund and Returns Policy

This Refund and Returns Policy applies only to products purchased directly from shop.sagami.uk.

If you purchased a product from another retailer, marketplace or reseller, please contact that seller directly. Your contract and return rights are with the business that sold the product to you.

Cancelling an Order Before Dispatch

You may request cancellation before your order has been dispatched by contacting us at cs@sagami.uk. Please include your order number.

We will take reasonable steps to stop the order, but we cannot guarantee cancellation once payment, processing, packing or fulfilment has begun.

If we successfully cancel the complete order before dispatch, we will refund the amount paid to the original payment method.

If the order has already been dispatched, you will need to follow the change-of-mind return procedure below. Refusing delivery or failing to collect a parcel does not, by itself, clearly notify us that you wish to cancel the contract.

UK Change-of-Mind Cancellation Rights

Subject to the hygiene and safety restrictions below, you may notify us that you wish to cancel an eligible online purchase within 14 calendar days after the day on which you receive the products.

You do not need to provide a reason for cancelling an eligible order. If an eligible order is delivered in separate shipments, the cancellation period begins after the day on which you receive the final product covered by that order.

Please contact us at cs@sagami.uk, clearly tell us that you wish to cancel your order and provide:

• Your order number;

• Your name and contact details; and

• Details of the products you wish to return.

After notifying us, you must send the eligible products back within a further 14 calendar days.

Your cancellation right may be lost for sealed health, hygiene, intimate or personal-care products once the relevant product packaging or hygiene seal has been opened, removed or damaged after delivery.

Optional Cancellation Notice

You may use the following wording to notify us:

“I wish to cancel my order for the following product(s):

Order number:
Product(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:”

Email to cs@sagami.uk.

Return Instructions

Please contact us before sending any return so that we can confirm eligibility and provide the correct return instructions and address.

Products should not be sent to our registered office or any other address unless our customer-service team specifically advises you to use that address.

Contacting us before returning the products helps us identify and process the return. Sending a return without the requested information or to an incorrect address may delay the refund and may result in additional costs for which we are not responsible.

A return must include sufficient proof of purchase, such as the relevant order number or other reasonable evidence that the products were purchased from shop.sagami.uk.

Change-of-Mind Return Conditions

To qualify for a change-of-mind return, products must remain eligible for return under applicable law.

For condoms and other sealed intimate, health, hygiene or personal-care products, this normally means that:

• The product is unused;

• The product packaging remains unopened;

• All manufacturer-applied seals, individual wrappers and blisters remain intact;

• The product and packaging have not been damaged, altered or tampered with; and

• The complete product, including all items supplied as part of the pack, is returned.

For any product that is legally eligible to be handled before return, you may inspect it only to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way that would normally be permitted in a shop.

Where permitted by law, we may reduce a refund to reflect any loss in value caused by unnecessary or excessive handling.

Hygiene and Safety Restrictions

For health protection, hygiene and safety reasons, condoms and other sealed intimate or personal-care products are not eligible for a change-of-mind return once the relevant product packaging, hygiene seal, individual wrapper or blister has been opened, removed, damaged or otherwise compromised after delivery and the product is no longer suitable for return.

This restriction does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.

Return Postage and Responsibility

Customers are responsible for the direct cost of returning eligible products following a change of mind.

We recommend using an appropriate tracked postal service and retaining proof of postage until the return and refund have been completed.

We are not responsible for an item that is lost or damaged during return because of inadequate packaging or a return method selected by the customer, except where the law provides otherwise.

We will not reimburse the cost of an express, premium or unnecessarily expensive return service selected by the customer without our prior agreement.

We may withhold a change-of-mind refund until we have received the returned products or you have supplied evidence that they were sent back, whichever occurs first.

If a product is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where a return is reasonably required, we will provide suitable instructions and cover the reasonable return cost in accordance with your statutory rights.

Failed Delivery, Refused Delivery and Non-collection

Please refer to our Shipping Policy for the arrangements applying to incorrect addresses, unsuccessful delivery attempts, refused deliveries, non-collection and parcels returned by the carrier.

Refusing delivery, failing to collect a parcel or allowing it to be returned does not, by itself, constitute clear notice of cancellation. You should contact us promptly if you wish to exercise a cancellation right.

Where a parcel is returned because of an incorrect or incomplete address, refusal, non-collection or another circumstance attributable to the customer, we may deduct reasonable direct return or other costs from any refund where legally permitted.

Promotional Products, Bundles and Free Gifts

If products were supplied as part of a bundle, multi-buy offer, gift-with-purchase promotion or other combined offer, all relevant products and free gifts must be returned to receive a full refund for the promotion.

If you keep part of a promotional offer, any refund may be recalculated using the price that would have applied to the retained products without the returned promotional item. Where legally permitted, we may also deduct the reasonable value of a free gift that is not returned.

Refunds are based on the amount actually paid after discounts, promotional reductions or discount codes — not the normal retail price.

This does not affect your statutory rights where any product is faulty, damaged, incorrectly supplied or not as described.

Faulty, Damaged, Incorrect or Misdescribed Products

If you believe a product is faulty, damaged, incorrectly supplied or not as described, please contact us promptly at cs@sagami.uk.

Please provide, where reasonably possible:

• Your order number or other proof of purchase;

• A clear description of the issue;

• Photographs of the product, product packaging, batch or lot information and delivery label; and

• Any other information reasonably required to investigate the matter.

Where safe and practical, please retain the product, individual wrappers, packaging and delivery materials until we have completed our initial review or confirmed that they are no longer required.

Do not use a product if its packaging, individual wrapper, blister or seal appears damaged or compromised.

We may reasonably request that the affected product is returned or made available for examination. We may also share relevant product, batch and complaint information with the manufacturer, supplier, insurer, regulator or another party involved in product-safety or quality investigations.

An incorrect size selection, change of preference, incompatibility not caused by a defect, accidental damage, improper storage or use contrary to the supplied instructions does not by itself mean that a product is faulty. Each complaint will be considered according to its individual circumstances and applicable consumer law.

Following review, we will provide any remedy required by law. Depending on the circumstances, this may include a replacement, refund or another appropriate remedy.

Inspection of Returns

All returned products may be inspected to confirm their identity, condition and eligibility.

We may refuse a change-of-mind return where:

• The applicable cancellation period has expired;

• The product was not purchased from shop.sagami.uk;

• The product cannot be identified or matched to an order;

• The product is incomplete;

• The relevant packaging, seal, wrapper or blister has been opened or compromised;

• The product has been used, altered or damaged after delivery; or

• A legal exception to the change-of-mind cancellation right applies.

If a return is not accepted, we will contact you. Reasonable redelivery costs may apply if you ask us to send an ineligible returned product back to you.

Nothing in this section allows us to refuse a valid statutory remedy for a product that is faulty, damaged, incorrectly supplied or not as described.

Exchanges

We do not normally offer direct exchanges for change-of-mind returns.

If an eligible return is approved, you may place a new order for the preferred product. This does not prevent us from providing a replacement where appropriate for a faulty, damaged or incorrectly supplied product.

Refund Amounts

Approved refunds will be made to the original payment method.

For an eligible change-of-mind return, the refund will normally cover the amount actually paid for the returned products, subject to any deduction permitted by law.

Our standard UK delivery service is free. If you selected Royal Mail Tracked 24 or another upgraded delivery option, the additional delivery charge will not be refunded for a change-of-mind cancellation or return, except where required by law.

If only part of an order is returned, no separate outbound delivery amount will normally be refundable because our standard UK delivery service is provided free of charge.

Where legally permitted, a refund may be adjusted to reflect:

• Diminished value caused by unnecessary or excessive handling;

• Products, promotional items or free gifts not returned;

• The revised value of a partially retained promotional offer; or

• Reasonable direct costs arising from a failed delivery, incorrect address, refusal or non-collection attributable to the customer.

These deductions do not apply where prohibited by law or where the return results from a product being faulty, damaged, incorrectly supplied or not as described.

Refund Timing

We will process an eligible change-of-mind refund without undue delay and no later than 14 calendar days after:

• We receive the returned products; or

• You provide satisfactory evidence that the products were sent back,

whichever occurs first.

For an order successfully cancelled before dispatch, we will process the refund without undue delay and no later than 14 calendar days after we are informed of your decision to cancel.

After we issue a refund, your bank, card provider or payment service may take approximately 5–10 working days to display it in your account. This processing period is controlled by the payment provider and is outside our direct control.

Changes to This Policy

We may update this Refund and Returns Policy from time to time. The policy applying to an order will normally be the version in effect when the order was placed, unless a change is required by law or is more favourable to the customer.

Contact Us

For questions about cancellations, returns or refunds, please contact:

Email: cs@sagami.uk

Nothing in this Refund and Returns Policy limits or excludes any statutory consumer right or liability that cannot lawfully be limited or excluded.

Last updated: 17 September 2026