Refund policy

Return & Refund Policy (Satinova / SatinovaShop)

Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • Item must be unused, in original condition, and in original packaging

  • You must provide your order number or proof of purchase

Not eligible for return:

  • Gift cards

  • Final sale/clearance items (if applicable)

  • Items that have been used, worn, or are missing original packaging

Return Process

  1. Email us at support@satinovashop.com with:

    • Order number

    • Reason for return

    • Photos (required for damaged/incorrect items)

  2. If approved, we’ll send return instructions and the return address.

Do not send items back without approval—unapproved returns may not be processed.

Return Shipping Costs

  • If the return is due to our error (wrong item, defective item, damaged in transit), we will cover the cost or provide a replacement/refund.

  • If the return is due to customer preference (changed mind, ordered wrong item), the customer is responsible for return shipping costs.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with clear photos/video and your order number.

We will:

  • send a replacement at no cost, or

  • issue a refund if a replacement isn’t available

Refunds

Once your return is received and inspected (or your claim is approved), we’ll notify you of approval or denial.

If approved:

  • Refunds are issued to the original payment method

  • Please allow 5–10 business days for your bank/card provider to post the refund

Cancellations

  • Orders can be cancelled within 12 hours of purchase (or before fulfillment begins—whichever comes first).

  • Once an order has been processed or shipped, it can’t be cancelled.

Delivery Issues (Shipping Delays / Lost Packages)

Because some orders ship from different fulfillment partners:

  • Tracking can take a few days to update after shipment.

  • If your order is significantly delayed or appears lost, contact us and we’ll work with the carrier/fulfillment partner to resolve it.

If a package is confirmed lost, we will offer a replacement or refund.