30 Day Money-Back Guarantee for Satéur Products

At Satéur, we want our customers to be completely satisfied with their purchase and stand behind the quality of our products. That’s why we offer a 30 day money-back guarantee for products purchased directly through sateur.com.

If you notice any differences between our product and a diamond, you may be eligible for a refund under our money-back guarantee. To qualify:

Tell us where you see the differences between our product and a diamond
• Provide a photo comparison with a diamond of the same cut
• Return the product to us with its original packaging
• Please note that the money-back guarantee is only valid within 30 days of receiving the product. We encourage customers to try our products soon after their purchase so they can experience the next generation of sparkling stones.

Any return or refund will incur a service fee of $19, which covers repackaging, quality check, and restocking in our warehouse. In addition, the shipping costs incurred during your purchase will be deducted from your final refund.

30 Day No-Hassle, 100% Satisfaction-Guaranteed Refund Policy for Satéur

At Satéur, we understand that it can be hard to trust a product that sounds too good to be true. That’s why we’re proud to offer our 30 Day No-Hassle, 100% Satisfaction-Guaranteed Refund Policy, with no questions asked.

To participate in this policy, simply apply when you place your order. Even though all of our orders are made to order with pure gold or sterling silver, we are still happy to offer this refund policy if you are not satisfied with your purchase. Here’s how it works:

• To be eligible for a refund, individuals must have purchased from the Satéur online store between 9:00am EST on August 1, 2022 and 11:59pm AEST on December 31, 2024.
• On the day you placed your order, email a customer care representative at [email protected] with the subject header “30 Day No-Hassle, 100% Satisfaction-Guaranteed Refund Policy” and include your order number.
• Trial our Satéur from the date of purchase, but for no more than 30 days.
• If you are not completely satisfied with the performance of our Satéur, email a customer care representative via the same email chain sharing your review and request for a refund.
• Once approved, return the Satéur (with its original packaging) via a trackable mail service within 45 days of purchase to the address provided by our customer care representative.
• Incomplete, indecipherable, or illegible claims will be deemed invalid.
• The real postage costs for sending and returning the Satéur are the full responsibility of the claimant and will not be refunded.
• Once the Satéur is returned, the purchase price will be refunded to you.

Please note that any return or refund will incur a service fee of $19. This fee will be charged for repackaging, quality check, and restocking to our warehouse. Any return or refund of an 18K white gold item will incur a service fee of $179. This fee covers the cost of reprocessing and melting the gold, repackaging, quality check, and restocking. Additionally, the shipping costs involved during your purchase will be deducted from your final refund proceeds. This includes a charge of US$8.97 for orders shipped under Free Standard and US$27.83 for orders shipped via DHL/UPS Express.

We want you to be 100% satisfied with your purchase, and stand by the quality of our products. That’s why we offer this 30 Day No-Hassle, 100% Satisfaction-Guaranteed Refund Policy to ensure that you can try our Satéur with confidence. We encourage our customers to try the product after their purchase so that you can experience the next generation of sparkling stone today. Please note that this policy is only available for Satéur products purchased directly from sateur.com and cannot be applied to products purchased from third-party retailers.

Satéur Return and Exchange Policy

At Satéur, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your purchase, we offer the following options for returns and exchanges:

• If you wish to request a refund, you may do so through either of the two money-back guarantees outlined in our previous policy: the 30 Days 100% Money-Back Guarantee or the 30 Days No-Hassle, 100% Satisfaction-Guaranteed Refund Policy.

• For returns and exchanges, all items must be unworn, have their tags still attached, and be in their original packaging. These items are eligible for store credit or a direct size exchange. Credit or exchange requests will only be honored within 90 days of placing your order. Please note that store credit discount codes cannot be retroactively applied or stacked.

Please note that any return or exchange of a 925 silver item will incur a service fee of $19. This fee covers the cost of repackaging, quality checking, and restocking the item in our warehouse. Any return or exchange of an 18K white gold item will incur a service fee of $179. This fee covers the cost of melting the gold and processing the handmade ring again.

Additionally, the shipping cost involved during your purchase will be deducted from your final refund proceeds. This includes a charge of US$8.97 for orders shipped under Free Standard and US$27.83 for orders shipped via DHL/UPS Express orders)

What are the requirements for returning a product for a refund or exchange?

To qualify for a return or exchange, the following requirements must be met:

1. The product must be directly purchased from sateur.com and not from a third-party retailer.
2. The product must be returned within 90 days of placing your order.
3. The product must be unworn and in its original packaging with tags still attached.
4. Any return or exchange of a 925 silver item will incur a service fee of $19. Any return or exchange of an 18K white gold item will incur a service fee of $179.
5. The shipping cost involved during your purchase will be deducted from your final refund proceeds. (US$8.97 will still be deducted even if your order is shipped under Free Standard and US$27.83 for DHL/UPS Express orders)

How do I request a refund or exchange?

To request a refund or exchange, please follow these steps:

1. Contact a customer care representative at [email protected] with the subject header “Refund/Exchange Request” and include your order number.
2. Indicate whether you are requesting a refund or exchange, and if you are requesting an exchange, specify the desired size or product.
3. Return the product to the address provided by the customer care representative, using a trackable mail service.
4. If you are requesting a refund, once the product is received and inspected, we will process the refund according to the terms of our 30 Days No-Hassle, 100% Satisfaction-Guaranteed Refund Policy or our 100% Money-Back Guarantee, depending on which policy you are eligible for. If you are requesting an exchange, we will process the exchange and ship the new product to you once the original product has been received and inspected.

Can I return or exchange a product that I purchased from a third-party retailer?

We can only accept returns or exchanges for products that were directly purchased from sateur.com. If you purchased a Satéur product from a third-party retailer, please contact them directly to inquire about their return and exchange policies.

30-Day Replacement or Refund Policy for Damaged, Different, or Missing Items

If you received a damaged, different, or missing item, please email us at [email protected] and we will take care of the issue promptly. Please follow these steps to request a replacement:

1. Contact us within 7 days of receiving the product with a photo or video explaining the issue and whether you want a replacement. If the attachments you are sending are over 1MB, please send them to [email protected].
2. We will review your claim and may request additional information.
3. If your claim is approved, we will provide store credit or resend the item. You may also be asked to return the product.
4. You will only be charged for shipping costs once (this includes returns).
5. There will be no restocking fee for returning the product.

IMPORTANT: We are not responsible for damages caused by wear and tear if the item does not fit due to sizing issues. If the item doesn’t fit your finger, please let us know immediately so we can arrange a return. Returns will not be accepted if the item has been modified or resized by someone other than Satéur.

Cancelling Your Order: What You Need to Know

We understand that circumstances may arise that cause you to want to cancel your order before it arrives. However, due to the custom nature of our products, all orders are made to order with pure gold or sterling silver and cannot be cancelled once they have been placed.

If you have placed your order within the past 24 hours, you may be eligible to participate in our 30 Day No-Hassle, 100% Satisfaction-Guaranteed Refund Policy. To initiate this process, please email us at [email protected] and include the order number in the subject header. If your request is approved, you will be asked to return the full package once it is delivered to you in order to receive a refund.

Please note that if you choose to reject the package upon delivery, we will not be able to refund your funds as we partner with third party logistics and may not receive the package back.

In addition, our shipping and delivery times may vary greatly due to the high volume of demand and the fact that our products are shipped from different factories and warehouses in over 5 major countries. We are unable to guarantee specific delivery dates and do not offer refunds for shipping delays that may occur. There may be unforeseen circumstances that cause delays in transit, which are out of our control.

Refund & Exchange Policy FAQs

Do you offer a 30 day money-back guarantee?
Yes, we offer a 30 day money-back guarantee for our Satéur products purchased directly through sateur.com.

Can I return a product that I purchased from a third-party retailer?
No, we can only accept returns for products purchased directly through sateur.com.

How do I qualify for the money-back guarantee?
To be eligible for the money-back guarantee, you must tell us where you see differences between our product and a diamond, provide a photo comparison with a diamond of the same cut, and return the product to us with its original packaging.

Is there a time limit for the money-back guarantee?
Yes, the money-back guarantee is only valid within 30 days of receiving the product.

Is there a fee for returning a product for a refund?
Yes, there is a service fee of $19 for returning a product for a refund. This fee covers repackaging, quality check, and restocking in our warehouse. In addition, the shipping costs incurred during your purchase will be deducted from your final refund.

Can I get a refund without returning the product?
No, in order to be eligible for a refund, you must return the product to us with its original packaging.

Do you offer a satisfaction guarantee?
Yes, we offer a 30 day no-hassle, 100% satisfaction-guaranteed refund policy.

How do I qualify for the satisfaction guarantee?
To be eligible for the satisfaction guarantee, you must have purchased the product between 9.00am EST on 1 August 2022 and 11.59pm AEST on 31 December 2024, email a customer care representative at [email protected] on the day of purchase with the subject header “30 Days No-Hassle, 100% Satisfaction-Guaranteed Refund Policy” and your order number, trial the product for no more than 30 days from the date of purchase, and email a customer care representative with your review and refund request if you are not satisfied with the product.

Can I get a refund under the satisfaction guarantee without returning the product?
No, in order to be eligible for a refund under the satisfaction guarantee, you must return the product to us with its original packaging via a trackable mail service within 45 days of the date of purchase.

What is your returns policy for exchange or store credit?
If you wish to exchange or return a product for store credit, you can do so within 90 days of placing your order. The product must be unworn, with tags, and in its original packaging.

Is there a fee for returning a product for exchange or store credit?
Yes, there is a service fee of $19 for returning a product for exchange or store credit. This fee covers repackaging, quality check, and restocking in our warehouse. In addition, the shipping costs incurred during your purchase will be deducted from your final store credit or exchange.

Can I exchange or return a product that I purchased from a third-party retailer?
No, we can only accept exchanges or returns for products purchased directly through sateur.com.

How do I initiate a return or exchange?
To initiate a return or exchange, you can email a customer care representative at [email protected] with your request. You will be provided with a return address and instructions on how to proceed.

Are the shipping costs for returns or exchanges covered by Satéur?
No, the shipping costs for returning or exchanging a product are the responsibility of the customer.

Can I get a refund for a custom-made product?
No, we are unable to offer refunds for custom-made products.

Can I get a refund for a sale item?
No, we are unable to offer refunds for sale items.

Can I get a refund or exchange for a product that has been altered or customized?
No, we are unable to offer refunds or exchanges for products that have been altered or customized.

Can I get a refund or exchange if I received the wrong product?
Yes, if you receive the wrong product, you are eligible for exchange. Please contact a customer care representative at [email protected] to initiate the return or exchange process.

Can I get a refund or exchange if my product is defective?
Yes, if you receive a defective product, you are eligible for exchange. Please contact a customer care representative at [email protected] to initiate the return or exchange process.

Can I get a refund or exchange if I am not satisfied with my product?
If you are not satisfied with your product, you may be eligible for a refund or exchange under our 30 day no-hassle, 100% satisfaction-guaranteed refund policy. Please refer to the information provided above for details on how to initiate a refund or exchange under this policy.