Returns and exchanges
1. Scope of Application
This Return and Exchange Policy applies to all consumers purchasing goods through the official Satorisan Spain website (es.satorisan.com). In accordance with Spanish and European Union consumer protection regulations, all online purchases are entitled to statutory return and exchange rights.
2. Return Timeframe
Starting from the date you receive the goods, you have 14 calendar days to decide whether to keep the items. During this 14-day "cooling-off period," you may exercise your right to return the goods without providing any reason. If the final day of the return period falls on a public holiday or a non-working day, the deadline will be extended to the next working day. Furthermore, Satorisan offers customers a more flexible option: you may also request a return within 30 days of receiving the goods. In cases where both timeframes apply, the later expiration date shall prevail. If you return items between the 14th and 30th day, you may still benefit from our free return service (see Section 4 for details); however, once the initial 14-day statutory period has elapsed, the statutory "no-questions-asked" right of withdrawal no longer applies, and returns must be processed in accordance with the brand's voluntary 30-day return policy.
3. Return Conditions
Items requested for return 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;
- The item must be accompanied by its original packaging box and all accessories.
If an item presents quality issues (such as functional defects or discrepancies with the product description), you are entitled—under Spain's *General Law for the Protection of Consumers and Users* (Real Decreto Legislativo 1/2007)—to request free repair, replacement, or a full refund. This right to seek redress remains valid for a period of up to two years.
4. Return and Exchange Fees
- For orders totaling €70 or more, Satorisan covers all shipping costs associated with returns and exchanges.
- If the total order value is less than €70, the costs associated with returns and exchanges must be borne by the consumer. In accordance with Spanish law, the direct costs incurred during the return process are, in principle, the responsibility of the consumer, unless the merchant has explicitly committed to covering them. - Returns After an Exchange: If you request an exchange but remain unsatisfied with the replacement item and wish to return it, we will deduct €5 from your refund as a processing fee.
5. Process Overview
- Step 1: Initiate Request: Visit the Satorisan Returns Portal (es.satorisan.com/pages/cambios_y_devoluciones), click the "Get started" entry point, and enter your order number and email address.
- Step 2: Receive Instructions: Once you have completed the online request form, you will receive an email containing detailed return instructions.
- Step 3: Return the Item: Follow the instructions provided in the email to package and ship the item back to us. Please note that returns sent without a prior request submission will not be accepted.
- Step 4: Refund Review: Upon receiving your returned item, we will inspect its condition; once confirmed to meet our return criteria, we will initiate the refund process.
6. Exchanges
If you need to exchange an item for a different size or color, please initiate an exchange request via the aforementioned Returns Portal. As soon as you submit your exchange request, we will immediately prepare your new item and arrange for its shipment—you do not need to wait for us to receive your returned item first. Please note that items purchased during the "Honest Sale" promotion are not eligible for exchange due to limited stock availability.
7. Refund Details
- Refund Timeline: Once we receive your return request, we will process your refund within 14 days. However, we may withhold the refund until we have physically received and inspected the returned item.
- Refund Amount: A full refund will cover the original price of the item(s) plus the standard shipping costs you paid at the time of purchase.
- Refund Method: We will issue the refund back to the original payment method used for your order.
- Processing Time: Once the refund has been processed, your card-issuing bank may require an additional 3 to 10 business days to credit the funds back to your account. 8. Exceptions and Limitations
This Return and Exchange Policy does not apply to the following items:
- Items that have been worn, washed, altered, or damaged due to consumer fault;
- Items missing their original packaging or hang tags;
- Custom-made or personalized items (e.g., items with custom engraving);
- "Honest Sale" promotional items are eligible for returns only; exchanges are not available.
9. Contact Us
If you have any questions regarding returns or exchanges, please feel free to contact us:
- Customer Service Email: dangthuythuy13065@gmail.com
- Return Portal: es.satorisan.com/pages/cambios_y_devoluciones