Refund Policy

1. Policy Overview

This Refund Policy applies to all consumers purchasing goods through the official Satorisan Spain website (es.satorisan.com). We are committed to providing you with a convenient and transparent refund service while strictly adhering to Spanish and European Union consumer protection regulations. In accordance with Spain’s *General Law for the Defense of Consumers and Users* (Real Decreto Legislativo 1/2007, hereinafter LGDCU) and the EU *Consumer Rights Directive* (Directive 2011/83/EU), consumers who purchase goods via distance selling methods (including online shopping, telephone orders, etc.) are entitled to a statutory right of withdrawal (*derecho de desistimiento*) for a period of 14 calendar days starting from the date of receipt of the goods. During this period, you may return the items and receive a full refund without needing to provide any reason.

To enhance your shopping experience, Satorisan offers voluntary return benefits that go beyond the statutory requirements: you may request a return for a refund or an exchange within 30 days of signing for the receipt of your items. For returns requested during the period between 14 and 30 days after receipt, the statutory "no-questions-asked" right of withdrawal does not apply; however, Satorisan voluntarily covers the cost of return shipping for you during this specific period (please refer to Section 4 for details).

2. Refund Conditions

Items submitted for a refund must meet the following conditions:

- The item must remain in brand-new condition—unworn, unwashed, and unaltered;
- All hangtags and labels must be present and intact;
- Footwear items must be returned with their original shoe boxes; the shoe boxes must be intact and undamaged, and the soles of the shoes must show no signs of wear;
- The item must be shipped back within 14 days of the return request being submitted.

If an item presents quality issues (such as functional defects, material flaws, or discrepancies with the product description), you are entitled—pursuant to Article 114 of Spain’s *General Law for the Defense of Consumers and Users* and relevant case law principles—to request a free repair, replacement, or full refund. The maximum period for exercising these rights is two years. In cases involving defective goods, consumers may assert their rights at any time within the statutory warranty period (typically two years for general consumer goods, or one year for second-hand goods), without being subject to the standard return time limits. 3. Refund Amount

3.1 Full Refund: If items are returned within the statutory withdrawal period (14 days), you will receive a full refund for the merchandise, including the standard shipping costs paid at the time of purchase. If you opted for expedited shipping, the additional cost for the expedited service will not be refunded.

3.2 Partial Refund: In the following circumstances, we may, at our discretion, issue a partial refund:

- The returned item exhibits minor defects (excluding defects for which the consumer is not responsible);
- You return only a portion of the items from an order while choosing to retain the remaining items;
- The item's original packaging is missing or slightly damaged, but the item itself remains in perfect condition.

Partial refund amounts will be calculated on a pro-rata basis in accordance with Spanish law and refunded to your original payment account within a reasonable timeframe after we receive your return request.

3.3 Cases Ineligible for Refund: Refunds will not be granted in the following situations:

- The item has been worn, washed, altered, or damaged;
- The item is missing its original shoebox or hang tags;
- Custom-made or personalized items;
- Clearance or special-offer items explicitly marked as "Non-returnable";
- Items that, through no fault of the consumer, have sustained severe damage rendering them unfit for resale.

4. Refund Process

Step 1: Initiate Request: Log in to your Satorisan account, select the item requiring a refund under "My Orders," provide a reason for the return, and submit your request. Alternatively, you may access the return request portal directly via es.satorisan.com/pages/returns. Regarding the statutory 14-day right of withdrawal, we provide a standard withdrawal form (Annex I of Royal Legislative Decree 1/2007); you may choose to complete this form or simply notify us of your decision to withdraw in writing.

Step 2: Obtain Return Label: Once your request has been approved, you will receive an email containing a prepaid return label (applicable to eligible orders). Please print this label and affix it to the exterior of the shipping package; *please note: do not affix the label directly onto the original shoebox.*

Step 3: Return the Item: Securely package the item and drop it off at a designated shipping location to send it back to us. Return shipping costs are handled as follows: If the return is due to a quality defect, Satorisan will cover both the outbound and return shipping costs. If the return is for reasons attributable to the consumer (such as a change of mind) and falls within the statutory 14-day withdrawal period, the law stipulates that these direct costs are to be borne by the consumer; however, for all orders within Spain, we voluntarily offer to cover the cost of one free return shipment.

Step 4: Review and Refund Processing: Once our warehouse receives the returned items, we will complete a quality inspection and process the refund within 14 days. If the refund has not been processed after 14 days, Spanish law grants the consumer the right to claim compensation for the delay. Refunds will be issued via the original payment method used for your order; the funds should appear in your account within approximately 2–10 business days (depending on your card issuer).

Step 5: Refund Confirmation: You will receive an email notification once the refund has been processed. You may also log in to your personal account at any time to check the status of your refund.

5. Refund Methods

We will issue refunds via the original payment method used for your order:

- Credit/Debit Card Payments: Refunded to the original card;
- PayPal Payments: Refunded to your PayPal account;
- Bank Transfers: Refunded via bank transfer.

If your original payment method is no longer valid or cannot accept a refund (e.g., if the card has been cancelled), please contact our customer service team to provide an alternative method for receiving your refund.

6. Exchanges

If you wish to exchange an item for a different size or color, please submit an exchange request through our returns portal. Once your exchange request has been submitted, we will reserve the new item for you and prioritize its shipment; you do not need to wait for us to receive your returned item before the replacement is sent. No additional processing fees are charged for exchanges. Satorisan will cover the shipping costs associated with sending out the replacement item, subject to our standard free shipping terms and conditions. 7. Dispute Resolution and Consumer Complaint Channels

If your refund request is not processed in a timely manner, or if you are dissatisfied with the outcome, you have the right to resolve the dispute through the following channels:

- Initial Contact:*Please contact our customer service team (via email at [Please insert Customer Service Email]). We commit to responding within 5 business days and providing a reasonable proposed solution.
- Formal Complaint (Hoja de Reclamaciones):** You have the right to request that we provide you with the official complaint form in the standard Spanish format. Under Spanish law, all businesses are required to provide this form to allow consumers to exercise their right to file a formal complaint.
- Consumer Arbitration: The Spanish Consumer Arbitration System (*Sistema Arbitral de Consumo*) offers consumers a free and convenient mechanism for resolving disputes. You may submit an application through the consumer arbitration body in your specific Autonomous Community.
- Online Dispute Resolution Platform:The European Commission provides an Online Dispute Resolution (ODR) platform (https://ec.europa.eu/consumers/odr/) through which Spanish consumers can submit complaints regarding cross-border online purchases.
-Consumer Protection Agencies: You may also contact the Spanish Agency for Consumer Affairs, Food Safety and Nutrition (AECOSAN) or the consumer affairs office in your specific Autonomous Community for assistance. The procedure for filing a complaint with consumer protection agencies is straightforward and typically does not require the involvement of a lawyer.
8. Contact Us

If you have any questions regarding refunds, please feel free to contact us at any time:

- Customer Service Email: dangthuythuy13065@gmail.com
- Returns Portal: es.satorisan.com/pages/returns
- Formal Complaint Form Requests:reclamaciones@satorisan.com