Refund policy
We want you to be satisfied with your SATERA LIVING purchase. This policy explains our 30-day return process and the consumer rights available to you.
30-Day Return Period
You may request a return within 30 calendar days from the date you receive your order.
This commercial return period supplements and does not reduce any mandatory consumer rights that apply to your purchase, including the statutory right of withdrawal available to eligible consumers in the European Union and European Economic Area.
Return Eligibility
We accept returns of defective and non-defective products.
Returned products should be complete and should only have been handled to the extent necessary to establish their nature, characteristics, and functioning.
Where reasonably possible, products should be returned with their original packaging, accessories, labels, instructions, and proof of purchase. A reduction in value caused by handling beyond what is necessary may be reflected in the refund to the extent permitted by applicable law.
We currently have no product categories that are excluded from our commercial return policy. Mandatory rights remain available for products that are defective, damaged, incorrect, incomplete, or not as described.
How to Start a Return
To request a return:
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Contact suppor@sateraliving.com within 30 calendar days after receiving the product.
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Include your order number, the product you wish to return, and a short description of the request.
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Our customer service team will provide return authorization, a prepaid return label, and the correct return instructions.
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Send the authorized return within 14 calendar days after receiving the return instructions.
Please contact us before sending any product. This allows our return facility to identify the shipment and process your return efficiently.
Return Shipping
SATERA LIVING covers the return shipping cost for authorized returns and provides a prepaid return label. Customers do not pay return shipping when using the label and method supplied by our customer service team.
Return Facility
Authorized returns are directed to our Netherlands return facility:
SATERA LIVING Returns
2007 Vederwier
2318 AA Leiden
Zuid-Holland
The Netherlands
Please do not send products to this address before receiving authorization and the applicable return instructions from suppor@sateraliving.com.
The company’s United States office address is not a return facility.
Refunds
After receiving and inspecting the returned product, we will notify you of the outcome and process an approved refund within 5 business days.
Refunds are issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to make the refunded amount available in your account.
Where mandatory withdrawal rules apply, eligible payments will be reimbursed within the applicable legal deadline. Where permitted by law, we may wait until we receive the returned goods or receive evidence that the goods have been sent, whichever occurs first.
EU/EEA Right of Withdrawal
If you are an eligible consumer in the European Union or European Economic Area, you generally have the right to withdraw from an online purchase without giving a reason within 14 calendar days after receiving the goods.
You may exercise this right by sending a clear statement to suppor@sateraliving.com or by using an online cancellation or return function made available through the store.
Our 30-day commercial return period provides additional time and does not reduce this statutory right.
Damaged, Defective, Incorrect, or Missing Products
If a product arrives damaged, defective, incorrect, incomplete, or materially different from its description, contact suppor@sateraliving.com as soon as reasonably possible.
Include your order number and a description of the issue. Photographs can help us assess the matter efficiently where appropriate.
We will provide a suitable remedy in accordance with applicable law, which may include repair, replacement, price reduction, or refund. SATERA LIVING covers the associated authorized return cost.
Exchanges
We process exchanges through a refund and a new order.
Request a return for the original product and place a new order for the preferred product when convenient. This keeps product availability, payment, and tracking information clear.
Order Cancellations and Address Changes
Before dispatch, you may contact suppor@sateraliving.com to request an order cancellation or delivery-address change. We will confirm whether the request can be completed before shipment.
After an order has been dispatched, its delivery address cannot be changed through our store. If you no longer want the product, you may use the 30-day return process after delivery.
Model Withdrawal Statement
You may use the following wording, although its use is not mandatory:
“To SIMPLE AMERICAN TEXTILE LLC, operating SATERA LIVING: I hereby give notice that I withdraw from my contract for the sale of the following goods: [goods]. Ordered on/received on: [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].”
Contact
For return or refund questions, contact suppor@sateraliving.com.
Customer service is available Monday through Friday, 09:00-17:00 Netherlands time, excluding Dutch public holidays.