Returns & Refunds Policy

At Satogear, your satisfaction is our top priority. Please carefully review the following policy regarding order changes, cancellations, returns, and refunds.

🔄 Order Changes & Exchanges

Please review your order carefully before confirming — including size, design, quantity, and shipping details. Due to our fast processing times, we cannot make changes or exchanges after the order is confirmed.

  • If you detect an error, you have a 6-hour window from the time of order placement to cancel and reorder correctly.
  • If you have any doubts before placing your order, feel free to contact us — we’re here to help.

❌ Canceling Orders

  • Orders can be canceled within 6 hours of placement.
  • Cancellation requests made after 6 hours may not be possible if the order has already been processed or shipped.
  • A 10% cancellation fee (based on total order value) will be applied to all cancellations.

To cancel an order, email us at: [email protected]

📦 Return Policy

You may return items within 30 days of delivery.
After 30 days, all sales are considered final and non-refundable.

✅ Eligible Return Conditions

We accept returns if:

  • The item arrived damaged
  • The received design is different from what you ordered
  • You received the wrong size or wrong material
  • A completely different product was delivered
  • The product does not match its description

❗ Condition of Returned Items

Returned items must meet the following conditions:

  • Unworn, unwashed, unaltered
  • In original packaging with tags attached
  • Defects must be due to our error
  • Minor imperfections (e.g. loose threads) are not considered valid return reasons

📄 Requirements for Refunds

To request a refund, please include:

  • Order number & proof of purchase
  • Photos or video clearly showing the issue
  • Shipping label or receipt
  • Email correspondence or screenshots (if applicable)

🔁 Return & Refund Process

  1. Email your request and documentation to [email protected]
  2. Our customer service team will review your case within 2–3 business days
  3. If approved, we’ll provide detailed return instructions
  4. Once the return is received and inspected, we’ll issue your refund

⚠️ Do not return any item before receiving confirmation and return instructions from our team.

🚚 Return Shipping Costs

  • Return shipping fees are the responsibility of the customer and are non-refundable

💳 Refund Processing Time

  • Please allow up to 2 business days to process your refund once we receive your return
  • You’ll receive an email confirmation once the refund is issued
  • Refunds may take 10–15 business days to appear depending on your payment provider

If you haven’t received your refund, please:

  • Check your bank or credit card account
  • Contact your credit card company for processing status
  • Still need help? Email us at [email protected]

📌 Important Notes

  • Returns are only accepted within 30 days of delivery
  • We are not responsible for returns that are lost or damaged in transit
  • Returns sent without prior communication or approval will not be processed
  • Items that do not meet return eligibility conditions will not be refunded

Need help? Our team is ready to assist you.
Email: [email protected]
Phone: +44 7309 084666
Support Hours: Mon – Fri, 8AM – 5PM PST