Effective Date: October 20, 2026

Welcome to the official Refund and Returns Policy for SATIN HOME d.o.o., the home fragrance e-commerce platform accessible at www.satinhomedoo.com. This policy is drafted to clearly define the standardized return and exchange processes for all customers purchasing our flameless candle warmers, aromatherapy diffusers, reed diffuser sets, candle lamps, and other home fragrance products directly from our official website. Our team, dedicated to crafting calm, safe home fragrance moments and blending minimalist modern aesthetics with nature-inspired gentle scents, prioritizes fair, transparent service experiences for every shopper, and this policy outlines all binding terms that apply to your post-purchase interactions with us. By completing a checkout on our platform, you acknowledge that you have read, fully understood, and agreed to all terms laid out in this document.

1. Core Non-Refund Without Return Rule

The most critical term of our policy that we explicitly emphasize is: ‌we do not approve any partial or full only-refund requests where the customer does not return the purchased physical product to our designated return address‌. All requests for monetary compensation, order cancellation after shipment, damage claims, or dissatisfaction appeals must be paired with the return of the corresponding original product to qualify for subsequent processing. No only-refund application will be approved under any circumstances, even for scenarios that customers may believe do not require product return, including but not limited to dissatisfaction with scent flavor, perceived slight difference in product color on screens versus real life, minor personal preference mismatch, claims of delayed delivery that fall within our publicly posted shipping timelines, or accidental post-order misclick purchases. This rule is established to ensure equal, fair treatment for all customers, maintain sustainable operations for our small passionate home fragrance design team, and prevent malicious order abuse that would impact our ability to deliver consistent high-quality products at reasonable prices for every shopper.

2. Eligibility Requirements for Valid Return Applications

To submit a valid return request that follows our no only-refund rule, you must meet all of the following eligibility criteria:

• Your return application must be submitted within 30 calendar days from the date that you successfully received your ordered product, as shown on the shipping courier’s signed delivery confirmation record. Applications submitted after this 30-day window will not be accepted for processing.
• The returned product must be in its original, unused, undamaged condition, with all original factory packaging parts, user manuals, free bundled accessories, and protective padding intact. Products that show signs of long-term usage, burn marks on candle warmers, broken diffuser water tanks, missing components, or obvious human-inflicted damage from misuse are not eligible for return.
• You must provide the original order number associated with the product, clear photos showing the full condition of the returned product, and the valid tracking number of the return shipment you send to us.
• Custom made personalized engraved products, and products marked as “final sale” during promotional events are not eligible for return, unless there is a confirmed factory manufacturing defect on arrival.

3. Approved Return Processing Workflow

When you submit a return request that meets all the above eligibility rules, you can follow our standardized workflow to complete the process:

1. Contact our customer support team via the official email [email protected], and provide your full order number, clear photos of the product, and a short description of your reason for return. Our team will respond to your inquiry within 3 business days to verify your eligibility and send you our designated official return shipping address: Barići 30, 52463 Višnjan, Croatia.
2. You are responsible for covering the cost of the return shipment, and selecting a tracked, insured shipping service to send the product back to our provided address. We strongly recommend you keep the return shipment tracking receipt until the full process is completed, as we are not responsible for items lost in transit during the return delivery.
3. Once our warehouse team receives your returned package, we will conduct a full inspection of the product within 5 business days to confirm it meets our return eligibility standards.
4. After successful product inspection, you can choose one of two processing solutions, no direct only-refund cash transfer will be issued to your original payment account unless you meet the extra defect criteria outlined below:
   • Exchange for another product of equal or higher value from our catalog, you only need to pay the price difference if you select a higher value item, and we will cover the shipping cost to send the new item to you.
   • Receive 100% of your original order value in the form of store credit that can be used for any future purchases on www.satinhomedoo.com, the store credit does not have any expiration date and can be applied to new arrivals, best-selling lamp collections, or any other products in our full product range.

4. Exceptions for Defective Damaged Products On Arrival

If the product you receive has a confirmed factory manufacturing defect, or arrives with obvious transit damage that renders it completely non-functional, the only condition where a full refund back to your original payment method is allowed still requires you to return the defective damaged product first. You will need to send us clear unboxing videos and photos to prove the damage existed when you first opened the package, and send the defective unit back to our warehouse. After our team verifies the damage and confirms the return shipment is successfully received, we will process the full refund back to your original payment account within 7 business days, and we will also fully reimburse you for the return shipping cost you paid. Even under this defective product scenario, we will never process a refund before you return the physical damaged product, no exception will be made for this no only-refund rule.

5. Important Exclusions and Clarifications

This policy does not cover free sample items you receive as part of a promotional order, and we do not accept returns for any partially used fragrance oil refills, for hygiene and product safety reasons. If you receive an order with a missing item, you are still required to send back all the other intact items included in the original package to qualify for corresponding proportional store credit or product re-shipment, we will not issue an only-refund for the value of the missing item alone. We reserve the right to reject any return application that we identify as violating our no only-refund principle, showing signs of product misuse, or being part of malicious repeated order abuse behavior.

For any questions about this Refund and Returns Policy, you can reach our team at any time via contact phone +352 95 26 60 077, or send an email to [email protected], we will provide professional guidance for your post-purchase concerns as quickly as possible.