Return Policy

Return Policy

We want you and your dog to love SATELLAI! We understand that purchasing a SATELLAI product is an investment, and we aim to provide a smooth and transparent after-sales experience. By using your SATELLAI product, you agree to be bound by the following policies.
This policy applies only to products purchased from SATELLAI’s official website: https://satellai.com. If you purchased via other channels, please contact the platform where you purchased the product for assistance.



Return / Replacement Application Process

To initiate a return or replacement, please follow these steps:
Contact Customer Support: Email us at support@satellai.com and provide:
  • The email used to subscribe or place the order
  • Order number
  • Description of the issue
  • Photos or videos demonstrating the fault or defect
Customer Service Guidance: Our team will guide you through the return or replacement process.
Analysis & Shipping Label: After analysis and confirmation of your case, SATELLAI will provide a prepaid shipping label for you to return the product.
Return & Verification: Once the product is received, our team will inspect it. If it meets the return conditions, we will:
  • Ship a replacement product (if applicable) within 1 business day of verification
  • Issue a refund according to the refund processing timeline

Return Policy

No-Reason Return

  • Trial Period: 30 days from the date of receipt for a free trial.
  • Post-Trial Purchase: After 30 days, the product comes with a 1-year warranty.
  • Return Cost for No-Reason Returns within 30 Days:
    • Round-trip shipping fees are borne by the customer
    • Device activation fees and credit card payment processing fees are non-refundable

You can apply for a return if you meet the following conditions

Within 90 calendar days from 0:00 hours the day after the date of shipment, product must be in original and working condition and re-sellable. Normal wear and tear from use is acceptable. The SATELLAI smart collar must be fully intact, free from any tampering, such as disassembly or physical modification by unauthorized persons.
Within 90 calendar days from 0:00 hours the day after the date of shipment, if a performance defect that is not caused by human damage is discovered, the product will be eligible for return or exchange.
The product serial number is clearly visible


Replacement / Accessory Policy

  • If accessories are lost or damaged but the main device functions normally, please contact customer service. We will guide you on how to handle accessory replacement.

Cancel the order

Order Cancellation Window:
Generally, you may request to cancel your order during our business hours except between 02:00 AM and 06:00 AM PT (Pacific Time) as that is when orders enter the shipping process.

Shipping Protection

  • Provided by a third-party provider to ensure package coverage.
  • Before Shipment: If your order has not yet been shipped, you may contact us to cancel Shipping Protection. Refunds will be issued minus any payment processing fees, as these fees are charged by the payment provider and do not go to us.
  • After Shipment: Once your order has been shipped, Shipping Protection becomes active and cannot be canceled or refunded.

Return Cost

For returns not attributable to product quality defects, customers shall bear the following costs:
  • Return Shipping Fee: Full cost of return transportation.
  • Refund Processing Fee:
    • PayPal Users: A service fee of 4.4% of the refunded amount.
    • Other Payment Methods: Minimum 2.25% + 0.30 USD per refund (Note: Final fee may vary depending on your bank/card issuer policies).
Shipping Responsibility:
  • Returns/Replacements due to Product Defects: Round-trip shipping fees are covered by SATELLAI.
  • Returns/Replacements not due to Product Defects: Shipping fees are borne by the customer.
  • Accessory Replacement: Shipping fees are borne by the customer.
*The transaction fees are collected and retained by third-party payment processors (e.g., PayPal, credit card providers), which makes them non-refundable.

Return Process Assurance

To ensure secure returns, SATELLAI will:
✓ Provide prepaid return labels with tracking info
✓ Monitor shipment status in real-time
✓ Process refunds within 1 business day, post-inspection
*During the return process, the risk of loss or damage to the product is borne by the customer. If the returned product is missing original packaging, accessories, or instructions, we may refuse the return.

We have the right to refuse customers' return requests in the following situations

Customer-damaged goods or altered goods
Animal-damaged goods, for example, showing bite marks, dents, rips or tears that penetrate the outer casing.
Products showing excessive wear and tear.
For product defects or other warranty claims, please see the warranty section.
Shipping fees paid at time of purchase are not refundable.
Please note that we will refuse to refund packages that do not meet the return conditions, and if you need us to return the returned package, you need to bear the shipping costs yourself.
Do not ship the product without confirming with our customer service team. If you ship the product without confirmation, any losses caused will be borne by you.

Refund Processing Time

User Refund Request Confirmation: Typically within 3 business days.
Refund Processing After Confirmation: Refunds will be processed within 10 business days after the returned product is received, faster than competitors such as Tractive and Fi.
The warehouse will verify the returned products within 2 business days. Once verified, the refund will be processed within 5 business days. The actual arrival time of the refund is expected to be 7 business days. (The specific time depends on the processing time of different banks.)
Other Fees:
Any fees not related to product quality (e.g., return shipping, payment processing fees) are the responsibility of the customer.

Contact us

If you have any questions about this policy, please email support@satellai.com