Returns and Refund Policy
We sincerely hope you are happy with your purchase, but we understand that sometimes circumstances change. On this page, we have outlined our Returns and Refunds Policy. In summary, stock items may be returned depending on their condition, your location, and method of purchase. Made-to-order, custom, and bespoke pieces, as well as items that have been assembled, cannot be returned unless faulty. Further details can be found below.
UK Customers - Online Sales
Our Returns and Refund Policy abides by the Distance Selling Regulations (DSRs) under UK law. UK customers automatically get a 14-day “cooling-off period” for our standard, stock items, provided the goods are unused, in perfect condition, with all original tags and packaging intact, and in a resalable condition. Flat-pack items cannot be returned if they have been assembled. Refunds will not include any delivery charges, and all conditions must be met in full to qualify. Customers are responsible for arranging and covering the cost of returning the goods to us and will remain responsible for all returned goods until they reach us and are accepted.
Customers should contact sales@sathe.design within 14 days of receipt of goods with a copy of the receipt or proof of purchase and details of their claim. We will then offer recommendations for the method of return, as well as instructions on how and where to send your package, and other details about the returns process. We normally respond to returns requests within 24-48 hours.
Customers must return the goods to the address provided within 28 days of the goods being originally delivered. If 28 days have elapsed, unfortunately, we cannot offer a refund. Goods returned without their original packaging or to any address not specified by Sāthē will not be accepted.
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5 working days. For security reasons, refunds can only be given by the same method that the original payment was made.
If you fail to take reasonable care of the goods before we receive them, and this causes any damage or deterioration to the products, we will charge you for the reduction in value. You should use a trackable shipping service and purchase shipping insurance, as we cannot guarantee that we will receive your returned item.
Should you have any further queries regarding our Returns and Refund Policy, please contact us at sales@sathe.design.
Our returns policy does not affect your statutory rights.
UK Customers - Via Our Sales Team
Stock items sold via our sales team may be accepted back due to a change of mind. To qualify, goods must be unused, in perfect condition, with all original tags and packaging intact, and in resalable condition. Flat-pack items cannot be returned if they have been assembled.
Any return request must be sent to Sāthē within 14 days of initial delivery. We will then offer recommendations for the method of return, as well as instructions on how and where to send the goods, and other details about the returns process. We normally respond to return requests within 24-48 hours.
Customers are responsible for arranging and covering the cost of returning the goods to us and will remain responsible for all returned goods until they reach us and are accepted. The goods must be returned to the address provided within 28 days of the original delivery date. If 28 days have elapsed, unfortunately, we cannot offer a refund. Goods returned without their original packaging, or to any address not specified by Sāthē, will not be accepted.
Once your return has been received and inspected, we will contact you to notify you of the approval or rejection of your refund. If approved, the refund will be processed with the following conditions: any delivery costs incurred by the customer at the time of ordering will not be refunded, and a 20% restocking fee plus any incurred bank charges will be deducted from the refund. A credit will automatically be applied to your original method of payment within 5 working days. For security reasons, refunds can only be given by the same method that the original payment was made.
If you wish to return a product under these conditions, please contact sales@sathe.design.
Our returns policy does not affect your statutory rights.
International Customers
Due to the complicated nature of international shipping of large goods and high-value custom charges, we regret that we cannot accept returns from international customers. Therefore, we ask that you engage with us fully before ordering so that we can answer all your questions and address any concerns. Please get in touch with us at sales@sathe.design.
Damages and Issues
Please inspect your order within 24 hours of receipt and contact us immediately if any item is faulty, damaged, or incorrect. Please send photographs and details, and retain all packaging. Sāthē will then evaluate the issue and provide further instructions. In most cases, we will do everything in our power to make things right.
Please note that failure to contact us within 24 hours of receipt of the goods will release Sāthē from any responsibility for damages to the goods.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned or refunded, such as custom or bespoke products (e.g., special orders or personalized items), made-to-order products or services, sale items (except if faulty or damaged), perishable goods (e.g., food, flowers, or plants), and personal care goods (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (following the relevant instructions above). Once the return is accepted, you can make a separate purchase for the new item.
Processing Times
Within 5 working days of receiving your returned item(s), we will inspect them and notify you of the approval or rejection of your refund. If approved, the amount (after any deductions as outlined above) will be automatically refunded to your original payment method within 5 working days. Please remember that it can take some time for your bank or credit card company to process and post the refund.