At the moment, Satou does not have a return policy. You can exchange the item you have purchased if the product is incorrect, and you wish to exchange it for a different one. Requests for exchanges have to be placed within 24 hours of receiving your item. Please ensure that the item when returned is unused and is in the original packaging. Once we receive the returned package, the team will review the reason for the exchange and based on the jurisdiction, we will process the exchange.
To start an exchange process, you can contact us at [email protected] within 7 business days of receiving your order. If your exchange is approved, our team will get in touch with you within 48 hours to take you through the process. Items sent back to us without first requesting an exchange will not be accepted.
For any other return/exchange-related queries, you can contact our team at [email protected]
Damages & Issues
All items go through a thorough quality check before dispatch.
Exceptions / Non-Returnable Items
Certain types of items cannot be exchanged, like custom products (such as special orders or personalized items), sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Refunds
If there is a need for a refund in case the item is damaged, we will notify you once we have received and inspected your return, and contact you once the team makes a decision regarding the refund. If approved, your payment will automatically be refunded to your original payment method. Please remember it can take 5-7 business days for your bank or credit card company to process and post the refund too.
Cancellation
Orders once placed can be cancelled within 24 hours of placing the order. Orders that are already in processing cannot be cancelled.