Refund policy

Return and Exchange Policy

If Your Expectations Aren't Met, We've Got You Covered

Our return and exchange policy is designed to ensure customer satisfaction. If your order falls short of your expectations, you have the flexibility to return the product(s) within 30 days from the receipt of goods. This policy provides details on the conditions, procedures, and important considerations for smooth returns and exchanges.

 

Conditions for Returns and Exchanges:
Timeframe:

  • You have a 30-day window from the receipt of goods to initiate a return or request a one-size exchange.

Product Condition:

  • Exchanges are limited to the same product, and alternative style exchanges are not permitted.
  • Authorised returns require items to be in the same condition as received, with original tags attached, and placed back in the original packaging.
  • Products must be returned in a re-saleable condition, free from visible wear and tear or damage.

Exceptions:

  • Items with removed or tampered tags are deemed non-returnable and non-refundable.
  • Due to hygiene reasons, underwear is non-returnable.

 

Returns Procedure:
Documentation:

  • Complete and enclose the returns form template. This will be provided with your package via QR code. If you misplace this, please email us at satorusthelabel@gmail.com and we will send through a copy of the downloadable form. 

Enclosed Paperwork:

  • Use a trackable method, such as Australia Post, DHL, or similar, providing a tracking number.
  • Enclosing the paperwork is vital for us to identify the sender and process a refund/exchange.
  • A tracked service safeguards against lost items sent through regular post.
  • Keep your postage receipt safe until your return is processed.

 

Refund Information:
Total Refund:

  • Refunds cover the total recommended retail price (RRP) value of the returned item(s), excluding the original postage paid.
  • Processed within 48 working hours of receiving the return.
  • Note: PayPal transactions may take up to 24 hours, while credit/debit cards may take up to 7 working days to clear into your account.

 

Follow-Up:
Contact Us:
If, after 30 working days of returning your item, you haven't received a refund, contact us at satorusthelabel@gmail.com.

 

Return Address: Unit 3 / 14 Deviney Street, Morningside 4170 QLD

 

Important Notes:
Return Postage:

  • We don't provide free returns labels, so return postage is at the customer's expense.
  • However, we do offer one free exchange.

Data Security:

  • We do not store personal or financial information during payment processes.
  • We do not share this information with third parties.