Refund policy
Refund and exchange
We want you to be completely satisfied with your purchase. Please read the following policy carefully to ensure a smooth return or exchange experience.
Returns
Return Window: Customers must contact us within 24 hours of receiving the order to request a return.
You can open the package in front of the courier.
Shipping Contact Attempts & Refund/Exchange Eligibility
After your return or exchange request is approved, the shipment will be handed over to the shipping company for collection or delivery.
The shipping company will attempt to contact you up to three (3) times on three (3) separate days using the contact information provided at checkout.
If the shipping company is unable to successfully reach you after these three attempts, the return or exchange request will be automatically cancelled and permanently terminated.
In such cases:
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The request will be considered failed due to customer unavailability.
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No refund or exchange will be issued.
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The request will be considered closed permanently after the first failed request, and you will not be eligible to submit another return or exchange request for the same order.
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SAITUS® STUDIOS will not be responsible for failed contact attempts resulting from unanswered calls, unavailable phone numbers, or incorrect contact information.
It is the customer’s responsibility to remain reachable and responsive during the return or exchange process.
Return Conditions:
• The item must be unworn, unwashed, and free from any odors or stains.
• All original tags, labels, and packaging must be intact and returned.
• Any accessories or additional items that came with the garment must also be returned.
Assessment: Returned items will be assessed at our warehouse within 4 days of receipt on our end.
Approval & Refund: Once the item passes inspection, we will contact you via the email and phone number provided in your return form. Your refund will be issued through InstaPay.
Exchanges
Exchange Window: Customers must contact us within 48 hours of receiving the order to request an exchange.
You can open the package in front of the courier.
Exchange Conditions:
The item must be unworn, unwashed, and free from any odors or stains.
All original tags, labels, and packaging must be intact and returned.
Any accessories or additional items that came with the garment must also be returned.
Assessment: Exchanged items will be assessed at our warehouse within 4 days of receipt.
Approval & Confirmation: Once the item passes inspection, we will contact you via the email and phone number provided in your exchange form to confirm the exchange.
Shipping Contact Attempts & Refund/Exchange Eligibility
After your return or exchange request is approved, the shipment will be handed over to the shipping company for collection or delivery.
The shipping company will attempt to contact you up to three (3) times on three (3) separate days using the contact information provided at checkout.
If the shipping company is unable to successfully reach you after these three attempts, the return or exchange request will be automatically cancelled and permanently terminated.
In such cases:
-
The request will be considered failed due to customer unavailability.
-
No refund or exchange will be issued.
-
The request will be considered closed permanently after the first failed request, and you will not be eligible to submit another return or exchange request for the same order.
-
SAITUS® STUDIOS will not be responsible for failed contact attempts resulting from unanswered calls, unavailable phone numbers, or incorrect contact information.
It is the customer’s responsibility to remain reachable and responsive during the return or exchange process.
Out of Stock Situations
If your requested size or item is out of stock, you have three options:
1. Waitlist for Restock:
You can leave the garment with us until the desired size is restocked, and once it becomes available, you will be contacted to complete the exchange.
However, if there are no planned restocks or the restock is expected to take much longer than usual, the customer will be informed, and will have two choices:
2. Keep the Item:
You may choose to keep the garment, unless there is a factory defect.
3. Request a Return:
You may fill out the return form to initiate a full refund.