Return & refund policy

Return & refund

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1. WITHDRAWAL PERIOD

You have the right to withdraw from this contract without giving any reason within fourteen days. The withdrawal period shall expire fourteen days after the day on which you, or a third party other than the carrier and designated by you, takes physical possession of the goods or the last good in the case of a contract for more than one good ordered by the consumer in a single order and if these are delivered separately.  If 14 days have passed since your purchase, we are unfortunately unable to offer you a refund or exchange.

2. RETURN PROCEDURE

To exercise the right of withdrawal, you must notify Satiny® at the following address "contact@satiny.shop" of your decision to withdraw from this contract by means of an unambiguous statement (e.g. e-mail). You may use the model withdrawal form but this is not obligatory.

You will have to pay your own shipping costs for the return of your item. Shipping costs are not refundable. If you receive a refund, the return postage will be deducted from the refund.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item valued at more than $75, you should consider using a shipping service that allows you to track the shipment or purchase shipping insurance. We do not guarantee that we will receive the item you are returning.

3. RETURN CONDITIONS

In order for the withdrawal period to be observed, it is sufficient for you to send your communication regarding the exercise of the right of withdrawal before the expiration of the withdrawal period. The right of withdrawal only applies to certain products.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.

Several types of products cannot be returned. Perishable goods such as food, flowers or magazines cannot be returned. We also do not accept products for intimate or sanitary use, dangerous products or flammable gases or liquids.

HOWEVER: 

Several types of products cannot be returned:

  • Perishable items such as food, flowers or magazines cannot be returned.
  • We also do not accept products that are intended for intimate or sanitary use.
  • Other items that cannot be returned: gift cards and downloadable software
  • Certain health and personal care products
  • Unfortunately, we do not accept products that are on an exclusive 50% off promotion ❗️

4. WITHDRAWAL FORM

If you wish to return an item and it meets the conditions, please download and complete the returns form below and email it back to us, along with proof that you have purchased the product from us. Thank you.

Withdrawal form

5. RETURN OF PRODUCTS

To make a return, you must present us with a receipt or proof of purchase. After contacting us by email, you will be provided with a return address to send your products back to. The cost of returns is at the expense of the consumer.

There are certain situations where only a partial refund will be given: (if applicable)
* Books with obvious signs of use.
* CDs, DVDs, VHS tapes, software, video games, cassettes or vinyl records that have been opened.
* Any item that is not in its original condition, is damaged or has parts missing for reasons that are not due to an error on our part.
* Any item that is returned more than 14 days after delivery.

6. REIMBURSEMENT

If you withdraw from this Agreement, we will refund all payments received from you, including delivery costs (except for any additional costs arising from your choosing a delivery method other than the cheaper standard delivery method offered by us) without undue delay and in any event no later than fourteen days from the day we are informed of your decision to withdraw from this Agreement.

Refunds (if any)
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision to approve or reject your claim.

If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a number of days.

We will process the refund using the same payment method you used for the original transaction, unless you expressly agree to a different method, in which case there will be no charge to you for the refund. We may defer a refund until we have received the personalised goods or you have provided proof of dispatch of the personalised goods, whichever is the earlier.

Late or missing refunds (if any)
If you have not yet received your refund, please first check your bank account again.
Then contact your credit card issuer, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time before a refund is posted.
If, after taking all these steps, you still have not received your refund, please contact us at contact@satiny.shop

Items on sale (if applicable)
Only normal priced items can be refunded. Unfortunately, sale items are not refundable.

Exchanges (if applicable)
We will only replace an item if it is faulty or damaged. If you wish to exchange it for the same item, please email us at contact@satiny.shop

Gifts
If the returned item was identified as a gift at the time of purchase and sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you.

If the item was not identified as a gift at the time of purchase, or if the recipient preferred to receive the item first and give it to you later, we will send them a refund and they will know that you have returned the item.


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