Refund policy

Order & Return Policy

Shipping

  • All orders will be shipped within 3 business days.

Order Cancellation

  • Sale items cannot be returned or exchanged.

  • Cancellations are accepted before the product is shipped or produced.

  • If cancelled successfully, you will be notified and automatically refunded to your original payment method within 10 business days.

  • Note: Orders that have already been shipped cannot be cancelled.

Missing, Wrong, or Incorrect Items

Please inspect the package upon delivery. Do not sign for it if the package shows signs of being opened or damaged.

If any issue is found, contact us and provide:

  • Your order number

  • Clear photos of:

    • Outer packaging

    • All visible shipping labels

    • The item received (if applicable)

Solutions (confirmed by Satosong):

  • Missing item(s): Free reshipment of missing item/accessory within the warranty period.

  • Wrong item(s): Full refund or exchange (if available). Satosong will decide whether the wrong item needs to be returned. Both parties must reach an agreement before refund or return.

To start a return:

  • Email us at: fd001@satosong.com

  • Return shipping address: [INSERT RETURN ADDRESS]

For any return-related questions, you can always contact us at the same email address.

Damaged or Defective Items

Please inspect your order upon reception. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and resolve it.

EU 14-Day Cooling-Off Period

For orders shipped to the European Union, you have the right to cancel or return your order within 14 days if:

  • The package is not opened, and

  • The label inside the package is not damaged.

If the package is opened or the label inside the package is damaged, both parties must reach an agreement before the return.

Refunds

  • Once we receive and inspect your return, we will notify you of approval or rejection.

  • If approved, your refund will be automatically processed to your original payment method within 10 business days.

  • Please allow additional time for your bank or credit card company to process the refund.

  • If more than 15 business days have passed since your return was approved, contact us at fd001@satosong.com.