HOW TO RETURN AN ITEM?

If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
Only items purchased directly from donsato.com will be accepted.
Returned items must be in their original packaging, including accessories, manuals, and documentation.
Returned items must be unused, in the same condition that we sent them to you, and in their original packaging. Smudges, folded cards, broken seals / torn plastic sheets will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right not to refund or exchange. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and products damaged by customer mishandling. Returns made without a receipt may be refused. Don Sato reserves the right to deny any return. WHAT IF THE ITEM(S) I RECEIVE ARE WRONGLY DAMAGED OR DEFECTIVE?
Did you receive a faulty unit or the wrong product? Just not satisfied with your order?
Contact our Customer Service team on our contact page to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the defective product (if applicable)
- Full delivery address
- Contact phone number
- In some cases, you may need to include a video or photo of the defective product as proof to refund or replace the product. How long does the return process take?
Returns may take up to 14 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling charges.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact the card-issuing bank if you have questions about when the credit will post to your account.
If you haven't received a credit for your return yet, here's what to do:
contact the bank or credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible if you need to modify or cancel your order. Be sure to provide your order number and the modification you wish to make and we will confirm once the modification has been made. Please note that any order that has already been packed or shipped cannot be changed or cancelled.