Order cancellation:
All orders can be canceled until they are processed and shipped. Once the packaging and shipping process has started, it can no longer be canceled.
Refunds:
Our customer satisfaction is our #1 priority. Samatips will fulfill orders with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure our customers receive a purchased item on time and as described.
Our primary goal is making our customers happy, so everyone who shops with us receives the following guarantees:
- Refund if the item is not as described or damaged;
- Refund minus the shipping cost if the customer does not want the product they received. The customer must return the item at his expense to us and the item must be unused.
Refunds are not available under the following circumstances:
- The customer’s order did not arrive due to an incorrect address provided by the customer;
- The customer’s order does not arrive due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster).
How do refunds, returns, and exchanges work on Samatips?
- In case the customer reports a damaged or incorrect product, the customer is required to submit photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
- If the product packaging is damaged but the product itself is intact, the customer must submit a claim to the shipping carrier directly.
- Missing order: In case a package is delivered (based on tracking number update) but the customer claims that they did not receive the item, the customer must submit a claim to the shipping carrier directly.
If you experienced any of the above scenarios, you must report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How do I request a refund, return, or exchange?
Please contact us first and we will guide you through the steps. We are always ready to give you the best solutions!
Are there any items I can’t return?
Hygiene and our customers’ safety are our top priority, which is why there are specific types of products that can’t be returned such as:
- Face and body products if opened, used, or have a broken protective seal
- Underwear if the hygiene seal is not intact or any labels have been broken
- Swimwear if the hygiene seal is not intact or any labels have been broken
- Pierced jewelry if the seal has been tampered with or is broken
