Refund policy
Our Commitment to You
At Satinnis, we are dedicated to providing high-quality products and ensuring your satisfaction. If your order is not as expected, please read this policy carefully before sending anything back, as it explains exactly how returns, exchanges and refunds work.
Important: Return Shipping Is Always the Customer's Responsibility
For every return, whatever the reason (including items that are defective, damaged, incorrect, the wrong size, or simply not wanted), the cost of shipping the item back is paid by the customer. We do not provide prepaid return labels and we do not reimburse return shipping costs.
Returns Are Sent to Our Supplier's Warehouse
Returned items are not sent to us directly. They must be shipped to our supplier's returns warehouse. The correct return address will be sent to you by email once your return is authorised. Packages sent to any other address cannot be processed and will not be refunded.
Depending on your location, the supplier's warehouse may be in another country. Any shipping, customs or handling charges for the return are the customer's responsibility. We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged during shipping, or incorrect, please contact us within 30 days of delivery at info@satinnis.com. Include your order number and clear photos showing the issue.
Once your request is approved, you will need to send the item back to our supplier's warehouse at your own expense. After the item has been received and inspected, we will offer a replacement, store credit, or a full refund of the purchase price, at our discretion. No restocking fees apply.
Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact our customer service team. The item must be returned to our supplier's warehouse at your own expense before the exchange is processed. We will guide you through each step.
Standard Returns – 30-Day Policy
Changed your mind? Eligible items can be returned within 30 days of receipt if they meet the following conditions:
- Unworn and unused
- In original condition
- Returned in the original packaging
Please write your order number clearly on the outside of the return package.
Shipping Costs Summary
- Return shipping: always paid by the customer, for any reason
- Original shipping fees: non-refundable
- Restocking fees: none
Restocking Fee
We do not charge any restocking fees on returned items. When an eligible product is returned and approved, you receive a full refund of the purchase price (shipping costs excluded).
Items Not Eligible for Return
We cannot accept returns if:
- The return was not authorised by our team before being sent
- The package was sent to an address other than the one we provided
- The return package lacks a valid order reference number
- The item is not in a returnable condition as outlined above
How to Initiate a Return
1. Contact us at info@satinnis.com with your order number and the reason for the return (with photos if the item is defective, damaged or incorrect).
2. Wait for our return authorisation and the supplier's return address.
3. Ship the item at your own expense to the address provided, using a tracked service.
4. Reply to our email with the tracking number.
Refund Process
After the supplier's warehouse receives and inspects your return, we will notify you whether your refund has been approved. Approved refunds cover the purchase price only and will be credited to the original payment method within 7 business days. Processing times may vary depending on your financial institution.
Need Assistance?
Phone: +1 267 5399168
Customer Service Hours: Monday to Friday, 9.00 a.m. – 5.00 p.m. Eastern Time
We aim to respond within 24 hours.