Refund Policy

At SA.tisfy, we are dedicated to providing our customers with high-quality products and services. If for any reason, you are not satisfied with your purchase, we are here to help. This refund policy outlines the procedures for requesting and processing refunds.

Eligibility for Refund

Refunds will be considered for products that are:

Damaged or defective upon arrival;
Incorrectly shipped;
Not as described on our website.

If you have received a product that falls into one of these categories, please contact us within 24 hours of receipt to initiate a refund request.

Exceptions to Refund Policy

We will not accept returns on the following:

Products that have been damaged due to normal wear and tear during delivery.
The wrong delivery address was provided on the order form or where no one is available to receive a shipped package.
Products that have been intentionally damaged or misused.
Any product past the Best Before date printed on the packaging.
Any products where the packaging or product has been compromised by poor storage conditions or has been damaged due to mishandling.
Vouchers or gift cards.

We reserve the right to refuse a refund request if it is found that the product was not damaged or defective upon arrival.

What to do should you wish to return items:

Should you wish to return an item, please contact as at sa.tisfy.luxembourg@gmail.com with the following details:

- Name & contact phone number

- Invoice / order number

- Item description and quantity

- Reason for return

- Photo or videos of the product in its original packaging to demonstrate there has not been any tampering or mishandling of the product.

Upon receipt thereof, we'll contact you to arrange collection of the goods. Depending on the reason for return, shipping may be charged to your account.
To be eligible for a return, your item must in the original packaging.
Once the faulty product is received and inspected by us, we'll send you an email to notify you that we have received your returned item. We'll also notify you of the approval or rejection of your refund.
We reserve the right, in the event of a refund being granted but a portion of the product has been consumed, to only grant a partial refund equivalent to the value of what was returned.
Once approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 7 (seven) working days.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Cancelled orders:

Should you wish to cancel your order BEFORE it has been dispatched, please communicate with us directly.
As we use a third-party payment gateway, your refund may take up to 7 working days to be processed.
Cancelled orders will incur a 10% handling fee.

Late or missing refunds:

If you haven’t received a refund after the 7 (seven) days, first check your bank account again.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at sa.tisfy.luxembourg@gmail.com

We take great care in how we package our orders to ensure perishable products do not spoil. For any issues pertaining to shipping delays, damaged product, or lost packages, please contact the shipping service providers directly with the tracking number provided. To receive a refund for a lost or damaged package, claims must be submitted directly to the shippers, as we do not accept liability for issues the package encounters in transit with couriers.

If you have any questions about our refund policy, please contact us at sa.tisfy.luxembourg@gmail.com. Our customer service team is available to assist you from Monday to Friday, 09h00 – 16h00.