Damaged or faulty products
At SaitoWorks, our top priority is customer satisfaction. If you believe there is an issue with your order, or it simply does not meet your expectations, please get in touch and we will be happy to assist you.
For the fastest resolution, please send us a photograph depicting the problem. Once we have verified that the product was damaged during shipping or the error was made on our part, we will send you a replacement at no cost or process a refund upon request.
Please note: We are unable to accept returns or issue replacements for errors caused by the improper installation of the product.
We’re only human, and sometimes mistakes happen. In such cases where you receive an item of a different design, colour or size than ordered, please let us know and we will send you a free replacement with all shipping charges on us. For the fastest resolution, we ask that you send us a photograph depicting the item received.
We’re able to accept returns if requested, please get in touch with us and we will provide you with a returns address. Unfortunately, we’re unable to cover the cost of return shipping. Items must be returned to us within 30 days from the date of purchase, in their original packaging and in a resalable condition. Any items found to be in a poor condition will be returned to you.
Please note there are some items that are non-returnable, such as:
Custom Orders – We are unable to accept returns for orders with custom text or custom artwork, as these items are made specifically for the customer and thus have no resale value. It is the customer’s responsibility to make sure there are no typos and the correct options have been selected prior to checkout.
Free Items – Items that fit into this category do not qualify for a return, replacement or refund.
We aim to process refunds within 3 days of the item being received or a refund agreed. We’re unable to refund you for any postage paid, only the item(s) itself – the exception to this rule is if the mistake was ours, in which case we will refund the whole order value. Please note, for credit/debit card payments there is an estimate of 3-5 working days for a refund to be reflected in your account. For PayPal payments, the refund will usually take 1-3 business days to be credited and available in your account balance.
As the refund is a reversal of your payment, we are only able to send it back the same way it was received i.e. the original payment source used during checkout.