Do you offer Money-Back Guarantee?
We want you to be 100% satisfied with your purchase, and stand by the quality of our products.
Please note we can only accept back Satéur products that were directly purchased through sateur.com, we cannot accept products that were purchased from a third-party retailer.
If you spot any differences between our stone or diamond, you can apply for the money-back guarantee.
IMPORTANT: To be eligible you must:
1. Tell us where is/are the differences you spot.
2. Show us a photo you compared with a diamond of the same cut.
3. Return the product to us with original packing.
Please note that 30 days after receiving the product, you will no longer be eligible and won’t be able to receive a refund. We encourage our customers to try the product first after their purchase so you experience the next generation of sparkling stone today!
Important: Please note any return or refund will incur a service fee of $19. This fee will be charged for repackaging, quality check and restock to our warehouse. Additionally, the shipping cost involved during your purchase will be deducted from your final refund proceeds. (US$7.95 will still be deducted even if your order is shipped under Free Standard and US$29 for DHL/UPS Express orders)
What is your returns policy?
Please be advised that all items purchased during our special site-wide sales are non-refundable. However, items purchased (unworn, with tags, in original packaging) are eligible to return for store credit or direct size exchange only. Credit or exchange requests will only be honored within 90 days of placing your order. Store credit discount codes cannot be retro-applied or stacked. You will also be responsible for covering the shipping cost when sending the product back to us.
IMPORTANT: Please note any return or exchange of 925 silver item will incur a service fee of $19. This fee will be charged for repackaging, quality check and restock to our warehouse.
For any return or exchange of 18K white gold item will incur a service fee of $79. This fee will be charged for melting the gold and processing the handmade ring again.
Additionally, please note that the shipping cost involved during your purchase will be deducted from your final refund proceeds. (US$7.95 will still be deducted even if your order is shipped under Free Standard and US$29 for DHL/UPS Express orders)
What do I need to do to return and exchange my Item?
We are happy to process a replacement provided that:
1. The item must be unworn and in the same condition when you received them.
2. The item is returned including the tags and the original items came with it.
3. The customer returns the product with tracked insured shipping at the customer’s expense.
4. The return tracking code and image of the packing slip is secured to be shared with us.
5. It must also be in the original packaging.
On successful delivery and inspection of the product by Satéur™, you will be provided a store credit minus the shipping fee so you can place your order again.
What can I do if I received a damaged, different or missing item?
Did your item arrived damaged, different or missing? Please email us at [email protected] and we will send out your replacement immediately. Please refer to the procedures below:
1. Within 7 days, after receiving the product, please contact us with a photo or video explaining the issue and whether you want a return or replacement. If the attachments you are sending is/are over 1MB, kindly send it to [email protected]
2. We will review the claim and contact you if we need more information.
3. If approved, we will provide store credit or resend the item, you may also be asked to return the product.
4. Customers will only be charged once for shipping costs (this includes returns)
5. No-restocking to be charged to the consumers for the return of the product.
Important: We are not responsible for any damages caused by wear and tear if the item does not fit due to issues with sizing. If it doesn’t fit your finger, kindly let us know immediately so we can arrange a return. Damages caused by refitting and resizing on your own before returning will not be accepted.
My order has not arrived yet and I want to cancel my order.
Due to high volume of demand and for better logistics efficiency, our products are shipped from different warehouses in over 5 major countries. Due to this, our shipping and delivery time varies greatly depending on your location.
We are able to guarantee our dispatch dates within 10 business days (average around 5 business days) but cannot guarantee the exact shipping date.
IMPORTANT: We do not offer refunds because of shipping delays, as there are sometimes unforeseen circumstances that may occur during the transit of your order which most of the time we do not have control of.
Where should I mail my authorized return?
Please contact our customer service at [email protected] to get the returned address.