Return Policy

We’re confident that you and your dog 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, SATELLAI offers a 90-day return and refund policy. The following return and refund policy (hereinafter referred to as "this Policy") applies only to products purchased from SATELLAI's official website https://satellai.com/.

By using your SATELLAI product, you agree to be bound by these policies.

Countries/regions supported by the no reason policy include: United States.

If you purchased the product through other channels, we recommend contacting the platform where you made the purchase for assistance with returns and refunds.

We can assist with exchange services. If you purchased the wrong item, please contact us promptly. We can process the exchange before the order is shipped. After the order has been shipped, you will need to request a return and place a new order.

If the package cannot be delivered and is returned due to personal reasons (such as incorrect address information like missing street name or house number), and you apply for a return within 90 days without reason, you will be responsible for the shipping costs both for sending and returning the package.

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. 
• Please Note:
  • To avoid any issues, please contact our customer support via support@satellai.com for confirmation before submitting your cancellation request. 
  • Upon order cancellation, 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: Minimum 2.25% + 0.30 USD per refund (Note: Final fee may vary depending on your bank/card issuer policies).

  * The transaction fees are collected and retained by third-party payment processors (e.g., PayPal, credit card providers), which makes them non-refundable.

Shipping Protection Cancellation

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 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.

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

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.

How to return and refund

1. Please contact us via support@satellai.com for detailed return instructions. The email must include the order number, reason for return, Serial Number, and any necessary proof (such as pictures and videos).
2. SATELLAI will reply within 1 business day. Once your return or exchange request is approved, we will provide you with a shipping label. Please use this label for returns and return the product with its original packaging (including all accessories and manuals) to the designated address provided by us.
3. Please notify us by email after the parcel has been sent: support@satellai.com .
4. Our staff will inspect the package within 2 business days after receiving it.
5. Once the warehouse inspection confirms that the product meets the return conditions, we will arrange a refund within 5 business days.
6. After successfully arranging a refund, we will notify you of the refund progress by email within 1 business day.

Refund processing time

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