Return Policy

Return Policy
We’re confident that you and your pet will love SATELLAI!
That said, we understand that your purchase is an investment, and we want you to feel comfortable in your decision.
For this reason, our return and refund policy is subject to different time limits based on the specific product.
(This policy does not cover damage resulting from animal activity or customer misuse.)
Product Return and Refund Period
Product
Return and Refund Period
  • SATELLAI Collar — 90 calendar days
  • SATELLAI Collar Go — 30 calendar days
  • Daily Essentials — 30 calendar days
Note：
The period begins at 0:00 hours on the date the product is received.
This period covers a total of 90/30 calendar days and does not reset or restart due to replacements or exchanges.
If the country or region where you reside requires a longer return period or lower return threshold, the provisions of your country or region shall apply.
Scope of Application
This Return and Refund Policy (hereinafter referred to as "this Policy") applies only to products purchased from SATELLAI's official website (https://satellai.com/) and the applications linked to this Policy (SATELLAI App and SATELLAI Go App).
By using your SATELLAI product, you agree to be bound by the terms of this Policy.
If the mandatory laws of your jurisdiction conflict with this Policy or impose stricter requirements, such mandatory laws shall prevail.
If you purchased the product through other channels/platforms, dealers, distributors, or resellers, we recommend contacting the specific party of purchase for assistance with returns and refunds.
Personal Information Usage Statement
When you submit an application in accordance with this Policy, the personal information you provide (e.g., order number, contact information, address) will only be used to process your application.
You have the right to access, correct, or delete your personal data by submitting an application via support@satellai.com.
Handling of Package Returns Due to Personal Reasons
If the package cannot be delivered and is returned due to personal reasons (e.g., incomplete address information, including missing street name, house number, etc.), and you apply for a no-reason return within 90 days (for SATELLAI Collar)/30 days (for SATELLAI Collar Go and Pet Essentials), you shall bear all related costs, including but not limited to the product price and the shipping fees for both sending and returning the package.
Please note: Whether the return is due to a product issue must be confirmed through our technical inspection.
Exchange Service Instructions
We offer exchange services. If you purchased the wrong item, please contact us promptly.
  • Before shipment: We can process the exchange directly for you.
  • After shipment: You need to first request a return and then place a new order for the target product.

Order Cancellation Instructions
To avoid unnecessary issues, please contact our customer support via support@satellai.com for confirmation before submitting your cancellation request.
1. Cancellation Before Shipment
After you contact our customer service and we successfully intercept the shipment at the warehouse, we will issue a full refund of the product price (including the activation fee for SATELLAI Collar Go).
However, the following transaction fees will be deducted from your refund:
  • PayPal Users: A service fee of 4.4% of the refunded amount.
  • Other Payment Methods: A minimum of 2.25% of the refunded amount + 0.30 USD (or the equivalent in other currencies based on the central bank's exchange rate on the refund date), whichever is higher per refund.
(Note: The final fee amount may vary depending on the policies of your bank/card issuer.)
* Transaction fees are collected and retained by third-party payment processors (e.g., PayPal, credit card providers) and are non-refundable.
2. Cancellation After Shipment
You may refuse the package upon delivery.
If you are unable to successfully refuse the package, please contact our customer service to obtain a Shipping Label (SL) and mail the product back within 7 calendar days after the SL is issued.
You may also self-return the item within 7 calendar days of signing for the package and provide us with the tracking number via email (please note that you will be responsible for the return shipping costs).
Note: The following fees are non-refundable:
  1. Transaction fees
  2. Shipping costs
  3. Activation fee for SATELLAI Collar Go
(Upon receipt of the returned SATELLAI Collar Go, we will conduct an inspection to determine if the device has been activated. The activation fee corresponds to actually provided services, such as device binding to satellite networks and opening exclusive data channels, and the related costs are irreversible, hence non-refundable.)
3. Shipping Protection Cancellation Instructions
Shipping Protection is provided by a third-party service provider to ensure your package is covered during transit.
  • Before Shipment: If your order has not yet been shipped, you may contact us to cancel Shipping Protection. Refunds will be issued minus any transaction fees (such fees are collected by the payment provider and not retained by us).
  • After Shipment: Once your order has been shipped, Shipping Protection becomes active and cannot be canceled or refunded.

Return Application Instructions
1. Return Period
Returns must be requested within the specified return period as stated above.
2. Return Conditions
For SATELLAI Smart Devices (Collar & Collar Go)
  • The product must be in original, working, and resalable condition. Normal wear and tear from use is acceptable (normal wear and tear refers to minor scratches and stains incurred during use that do not affect functionality or secondary sales).
  • SATELLAI products (SATELLAI Collar or SATELLAI Collar Go) must be fully intact, free from any tampering (including but not limited to unauthorized disassembly or physical modification).
  • Additionally, any other scenarios listed under "What The Warranty Does Not Cover (Exclusions)" in the warranty policy are not eligible for return or exchange.
  • If a performance defect is discovered that is not caused by user damage or misuse, the product will be eligible for return or exchange.
  • The product serial number must be clearly visible.

For Daily Essentials
Return Conditions
  • Products must be unopened. Once the packaging has been opened, returns or refunds are not accepted, regardless of whether the product has been used, tried, or damaged.

Acceptable Return/Refund Scenarios
  • Returns or refunds will only be accepted if the product is confirmed by our inspection to have manufacturing defects or product issues (excluding any damage caused by the customer or external factors).

Unacceptable Return/Refund Scenarios
Returns or refunds will not be accepted under the following circumstances:
  1. The daily essentials shows any signs of use, including but not limited to damage, stains, or bite marks.
  2. The returned item is not sent back in its original packaging, sealed and intact.
  3. Upon inspection of the returned item, any of the following is observed:
    • The original packaging has been opened, torn, or shows signs of tampering, or the outer packaging has been resealed after being opened.
    • The outer packaging remains unopened, but the internal product is damaged due to external force affecting the packaging.

Special Note for Scenarios 3
If the product’s outer packaging remains unopened:
  • Any bite marks on both the outer packaging and the product caused by chewing or tearing of the packaging by pets or other external factors.
  • Any contamination or damage to the product caused by liquids, dust, or other debris entering through a torn or punctured outer packaging.

3. Bearing of Return Costs
For returns not attributable to product quality defects, customers shall bear the following costs:
  1. Transaction fees
  2. Shipping costs
  3. Activation fee for SATELLAI Collar Go
(Upon receipt of the returned SATELLAI Collar Go, we will conduct an inspection to determine if the device has been activated. The activation fee corresponds to actually provided services, such as device binding to satellite networks and opening exclusive data channels, and the related costs are irreversible, hence non-refundable.)
4. Return Process Assurance
To ensure a safe and smooth return process, SATELLAI will provide the following guarantees:
  • Provide prepaid return labels with tracking information
  • Monitor shipment status in real-time
  • Process refunds within 7-10 business days after the product passes inspection
Note: The 7-10 business days refer to SATELLAI's refund processing cycle. The actual time for the refund to arrive in your account depends on the processing time of your bank or payment platform (usually an additional 1–5 business days).
5. Situations Where Return Requests Will Not Be Accepted
We reserve the right to refuse customers' return requests in the following situations:
  • Products damaged or altered due to customer reasons
  • Products damaged by animals (e.g., bite marks, dents, penetrating tears on the casing)
  • Products showing excessive wear and tear (including cracked casings, missing parts, broken screens, abnormal functionality, etc.)
  • For product defects or other warranty claims, please refer to the warranty section
  • Shipping fees paid at the time of purchase are non-refundable
  • During the return process, the risk of loss or damage to the product is borne by the customer until the product is signed for at our warehouse
  • After signing for the product at the warehouse, the risk is transferred to us
  • If the returned product is damaged or missing after warehouse signing, we will bear the responsibility
  • If the returned product is missing original packaging, accessories, or instructions, we may refuse the return
  • We will not issue a refund for packages that do not meet the return conditions
  • If you request the return of such packages, you will be responsible for the shipping costs
  • If you ship the product without confirming with our customer service team in advance, any losses incurred will be borne by you

6. Return and Refund Application Process
To file a return or refund request, please contact us at support@satellai.com for detailed return instructions.
The email must include the following information:
  • Original proof of purchase (e.g., a receipt)
  • Product order number
  • Product serial number
  • Reason for return (optional for no-reason returns)
  • For returns due to quality defects: Description and evidence (videos or pictures)

Process:
  • SATELLAI will respond within 2 business days
  • After approval, ship within 7 calendar days
  • Inspection upon receipt
  • Refund processed within 7–10 business days
  • Refund status email sent within 1 business day after processing

Notes
  1. Processing time may be extended due to unforeseen circumstances (bank delays, strikes, natural disasters, etc.)
  2. Return requests must be submitted within the applicable return period

Important Safety Notice
⚠️ WARNING:
  • Please read all safety instructions thoroughly
  • Ignoring warnings may cause injury or property damage
  • Do not allow pets to chew the device or battery
  • Avoid high temperatures and improper charging
  • Do not use on humans
  • Do not disassemble or modify
  • Monitor pets at all times
If battery damage occurs, discontinue use immediately and contact support.
Contact Us
If you have any questions about this Policy, please email: support@satellai.com