What if I don't like the product I ordered when it arrives?

We're sure you will like it, but if not, you can return it to us within 14 days of delivery for a full refund (less return or collection costs set out below) once the product has been returned to us. Simply contact us within 14 days of receiving your product(s) and we will assist you with your return.

Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect

  Items that are made-to-order, custom made or made in customers own material (COM) can not be returned, exchanged or refunded. Deposits are non-refundable.

What if the item is damaged when it arrives or you are sent the wrong item?

Our quality team check your furniture to make sure it's up to our standards before we dispatch it to you, so damage is rare. It’s also very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you’re not happy with the goods when you inspect them, let our delivery partner know or note this on the form and contact us.

If you only realise after the delivery that you're unhappy with the quality, or if we've sent you the wrong item, just contact us within 14 days of delivery, ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement.

 

Please note: You will need to disassemble your product and repackage it, in order for our delivery partners to collect

Can I cancel an order if I change my mind?

If you have a change of heart, you can cancel at any time before your item is dispatched/sent to our delivery partners. Simply contact us and we'll cancel your order and give you a full refund.

Cancellations made after the dispatch of your item(s) will need to be made at the time of delivery, via a refusal of delivery or within 14 days of delivery by contacting us. Once you have notified us of your unwanted item, we will arrange for collection of the item by our courier, who will advise you of a proposed collection date shortly after. You will receive a full refund (less return or collection costs set out below) once the product has been returned to us.

What do we charge to collect items?

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return or collection costs.

If, however, you simply change your mind and wish to cancel the order after delivery, you will need to pay the return or collection costs. You will pay 1 return or collection cost based on the subtotal value of the products you are returning as per the below table.

Product price Return/collection cost
£0 - 49.99 £5
£50 - £249.99 £10
£250 - £599 £49
£600 - £899 £69
£899 or more £129

 

How long will my refund take?

For security reasons we can only make refunds to the original payment method you used to place your order. Please see the table below for how long it typically takes after we have received the unwanted item back (or received evidence that it is being returned).

Payment Method Processing the refund  Time taken for the money to show in your account after the refund is processed
Debit card, HSBC Up to 14 working days Same day
Debit card others (e.g. NatWest)
Up to 14 working days
Within 3 days
Credit card
Up to 28 working days
Within 2-30 days. Terms vary between bank and card companies. Customer can see their refund policy on the T&Cs they have with their banks.

Can I change my existing order?

Once you've placed an order, you won’t be able to make changes to what you have ordered but you will be able to change contact and delivery details through your My order page.

Damager/faulty MADE-TO-ORDER item

Should a Made-to-Order item be received damaged or defective, after inspection the item it will be repaired or a replacement will be arranged at no cost to the client. However, this is dependent on the client taking the following action:

On receipt of the goods, inspect the packaging before opening it, and photograph any external damage, the courier company/driver must be informed directly upon delivery; and all packaging must be kept as the courier company must view the contents for any claim to be accepted. Failure to do so will be taken as acceptance by you that all goods were received in perfect condition and no claim can be made for a repair or replacement.

  • Unpack and inspect your purchases immediately upon receipt as no claim for replacement due to delivery damage or defect cannot be made after three days.

  • Any claim regarding a damaged or defective item must be made at once by email with photographic evidence.

  • Whenever a Made-to-Order product is returned by a client, it must be adequately packed in the original packaging to prevent further damage.

Actual photos of damage must be emailed to info@satonia.com immediately after receipt of order.

Due to the logistics involved, reported problems from EU countries wIll be dealt with financial reimbursement. We do not collect any return items. We either a) send replacement parts or b) pay compensation for items damaged or missing. Warranty is void in all cases whereby any item has been modified from its original condition.

If you do not wish to accept our offer to replace or repair the item, then the item must be return to us for a refund. The cost of the return will be at the clients expense, as we do not collect return items. 

** Please remember to retain the original packaging! If the item is damaged, the packaging is considered as evidence in a claim.  

In the event of a problem please contact us as soon as possible.