If you contact us within 5 hours of placing your order it may be possible to cancel your order. This also applies for pre-order products. Please email us at email@example.com and we'll do our best to help.
If you are unsatisfied with your purchase, you may return it to us for an exchange or refund within 14 days. We are not able to provide an exchange or refund on any of our products that have been personalised. Refunds will be issued to your original payment method only.
Please advise us upon receipt of your purchase if you wish to exchange an item/s. If you would like exchange an item/s (not including items that have been personalised) please email firstname.lastname@example.org with your order number, the item you would like to exchange and the item you would like to replace it with. Once we have received your exchange request, we will provide you with a RMA number which you will need to include with the item you are returning.
Please note that all extra postage costs incurred exchanging or returning an item are payable by you and return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted immediately. If you are returning a product for a refund your initial shipping fee can not be refunded.
Please make sure your items are returned new, unused and with all tags still attached as any returns that do not meet our policy will not be accepted and will be sent back to the customer. We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them.
Please send your exchange/return to our London or Hong Kong address below:
Room 2302, Building 1, Oriental Plaza, No. 1072 Jianshe Road, Nanhu Street, Luohu District, Shenzhen, Guangdong, China
Exchanges received outside the above time frames will not be accepted. For all exchanges, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes that are incurred in the return of a product can not be refunded.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at SATUBROWN.COM take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to report, please make your request clear when contacting email@example.com about the fault.
Returns of faulty goods must be returned to us within 14 days of being received by you. If you return an item to us because it is faulty, we will include with your refund the postage you paid when returning the item to us.
We strongly recommend when returning items to us you use recorded or special delivery as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them.
Refunds or replacements will be solely at the discretion of SATUBROWN.COM.