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Returns & Exchange Policy

We want you to be completely satisfied with your purchase. If you decide that you no longer want an item we have delivered, we are happy to offer an exchange or a gift card within 7 days of delivery, provided that the item is returned to us in its original, unused condition (including its original packaging), along with the wrapping and delivery note as proof of purchase.

Return Methods

In-Store Returns

The easiest and quickest way to return your item(s) is to visit our Satel Service Store, where you can exchange the product or receive a refund. Please bring a copy of your invoice as proof of purchase.

Returns by Post

If your item was delivered by post and you wish to return it, please follow these steps:

  1. Contact Us First – Before returning an item, you must contact us to obtain a Returns Authorisation. Items returned without a Returns Authorisation will not be accepted.
  2. Returning Faulty Items – Upon receipt of the returned product, we will examine it. In some cases, the item may need to be sent to the manufacturer for further inspection. We aim to dispatch a replacement product, arrange a repair, or issue a refund within 14 days.
  3. Non-Faulty Returns – If no fault is found, we do not refund delivery charges. Additionally, if your order qualified for free delivery, the standard postage fee may be deducted from your refund.
  4. Processing Time – We endeavor to process returns within 14 working days of receipt.

For further assistance, please contact Satel Service. This policy does not affect your statutory rights.

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +41 (0) 22 901 04 15.
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 7-14 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
At Satel Service we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to satelservice@satelservice.com. Ensure you include your reference number, a copy of your invoice and an image of the parcel you received it in.
All our products are covered a minimum under 2 year manufacturer’s warranty.
Please contact us to know the best way to claim the warranty.
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on satelservice@satelservice.com.