Refund and Returns Policy

At SATORU Auction LLC, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a free returns and exchanges policy to ensure a hassle-free shopping experience.

1. Return Eligibility

You can return or exchange items within 30 days from the date of receiving your order. To be eligible for a return or exchange, the following conditions must be met:

The item must be unused, unwashed, and in original condition.
The item must have all original tags and packaging intact.
Custom-made or personalized items are non-returnable unless defective or damaged.

2. Free Returns and Exchanges

We offer free returns and exchanges within the 30-day period. However, please note the following:

Return Shipping Costs: While we cover the cost of the return shipment, you are responsible for the shipping fees associated with returning the product to us.
Exchanges: If you wish to exchange an item for a different size or color, please contact our customer service team at [email protected] arrange the exchange.

To Return or Exchange an Item:

Contact our customer support team within 30 days of receiving your order at [email protected].
Provide your order number and details about the item(s) you wish to return or exchange.
Our team will guide you through the return process and send you a prepaid return shipping label (if eligible for free returns).
Pack your items securely in their original packaging and use the return label to send them back to us.

3. Customs Duties and Taxes

Customs Duties: If you are located outside of Japan and customs duties or taxes are applied to your order, you will be responsible for these charges. Please note that you must pick up the goods and pay the customs duties directly to the local customs authority.
Shipping Fees: Shipping charges for international orders are non-refundable, and customers are responsible for return shipping fees unless the return is due to an error on our part (e.g., incorrect item, defective product).

4. Refunds

Refund Process: Once we receive your returned item(s), our team will inspect the products to ensure they meet the return eligibility requirements. We will then issue a refund to your original payment method. Please allow up to 10-15 business days for the refund to appear in your account.
Refund Amount: The amount refunded will be the total cost of the item(s) returned, minus any applicable shipping charges (both for the initial shipment and return).

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with a description and photo of the issue. We will gladly offer a replacement, exchange, or full refund for defective products.