What’s your Shipping & Return Policy?
Every SatoSword.com product is backed by our iron clad 100% satisfaction guarantee! We ask you to please inspect the entire order when it arrives, to make sure you have received exactly what you ordered.
If you are not completely satisfied with an item(s) you have ordered, you may return it (within 14 days from the day the product was delivered) for a refund or exchange/replacement. You may return any new, unopened, unused satosword product within fourteen (14) days. The returned items must be in perfect and unused/unopened condition. Please allow up to 15 business days to process a return from the day that your items are received back in our warehouse.
To return an item, please follow the steps below for a smooth return. Inquiries are handled on a case-by-case basis with the ultimate goal to make our customers happy. We stand behind our goods that are tested and proven and want customers to be satisfied with them. Each request will be treated fairly and reasonably. We believe when treating our customers fairly and respectfully that they, in turn, are fair and polite with us.
We do not accept returns, refund claims, or exchanges in these cases:
- Package is missing due to the wrong shipping address provided, SatoSword reserves the right to send a replacement but not liable to refund/replace this order.
- Customer changed the order/ shipping address after the order has been shipped out.
- Customized or personalized products
- Final Sale items
Note: Please contact us if you want to return an item. Return without prior discussion and authorization will not be accepted.
- To return an item, please email customer service at Sales@satosword.com. If approved for a return, a return shipping label will be mailed to you to return your merchandise.
- Find the return form located on the back of your packing slip.
- Complete the form by writing the complete item number from the front of your invoice and the quantity you are returning.
- If you would like to exchange for another item, please write the complete item number in the space provided.
- Carefully and securely repackage your item, in the original presentation packaging in a perfect and unused/unopened condition. Enclose all instructions and warranties.
- Repack your return in a sturdy shipping package, enclose your return form.
- Apply the return label provided to you by our customer service department. (It will be mailed to you)
- Return the package to your nearest FedEx facility.
- Once the returned items have been successfully returned to our logistic center, we will review the return and get back to you as soon as the returned goods have been inspected, this can take up to 15 business days.
- If the return is approved, a replacement or a refund will be processed. If refund approved, allow 2-5 business days for the funds to be returned to the original method of payment. Missing parts from returned goods are subject to a restocking fee.
Cancellation (if applicable)
Are you quicker than our fulfillment centers?
Please note that there's no guarantee that we are able to cancel the process due to the fast turnaround times. If the order hasn't been picked/processed yet, we can most likely cancel it.
Reach out to our team as soon as possible, we recommend within the hour from the order was placed. We do not allow cancellations or modifications of your order once it has been finalized.
Please ensure all shipping and contact info is correct before submitting your order. Once your order has been finalized we will not be able to modify it. To cancel your order, send us an email at Sales@satosword.com together with the order receipt.
Defective Unit (if applicable)
We list products in our websites after passing series of quality and durability check by our dedicated quality assurance team. In addition, we also provide detail description of each of the product including dimensions, blade quality, sharpening methods, shipping details and customer reviews. Despite all our efforts, there may be incidents where customer’s may find the item not as descried. At such, we only replace the item(s) if they are deemed defective or damaged. Customers must mandatorily contact us to report the defective item so that we can come into proper resolution. Disputes/Chargebacks made without attempting to resolve will not be deemed valid.
If you need to exchange it for the same item, and to keep the replacement process as simple as possible send us an email at Sales@satosword.com, together with:
- a video/photo in clearly lit conditions that demonstrates the defective unit. If there is any functional damage on the item, make sure to clearly showcase the issue.
- if the reported item is not clearly demonstrated, our team may ask for additional details or have the right to reject the return request. We thus request our customers to provide clear description of any reported item.
Important Note: Any item which is not yet delivered to the customer but reported as defective/not-as-described without even physically checking the item is invalid. We request the customers to clearly check the item description in the product page before placing the order to avoid situation like this.
Late or missing refunds (if applicable)
If you haven't received your refund yet, first check your bank account again, then contact your credit card company, please note that it may take 5-12 business days before your refund is reflected in your account. If you still haven't received your refund, contact us at Sales@satosword.com.
SALE Items (if applicable)
For SALE items, we offer the best discounted price for our products for a limited period during clearance and business promotion campaigns. All such SALE items are original items, properly inspected and tested for quality unlike other items listed in our website. The SALE Items are thus non-refundable and cannot be exchanged or returned since they are offered at the most discounted price and we cannot afford return or exchange for such SALE items.
Exchanges (if applicable)
We only replace or exchange items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Sales@satosword.com.
The promo/discount code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order. Promo codes and discounts cannot be added (or modified) to an order after it has been placed/finalized. All promo codes are available for a limited time, while supplies last, cannot be used once expired, have no cash value or be applied to previous purchases.
How can we help you today? Whatever your question, problem, or comment, Sato Swords Forged Customer Service is here to help. If there's anything we can do, just let us know!
48 Hours Response Service Email: Sales@satosword.com