At SAMATIFY, we want you to shop with confidence. If there is an issue with your order, we are here to help. Each request is reviewed carefully so that we can provide an appropriate solution based on the circumstances and this policy.

15-Day Free Return Shipping on Your First Order*

All return requests—whether related to a customer’s first, second, third, or later order—must meet the requirements under Section 2: Eligible Cases and must not fall under Section 3: Non-Eligible Cases.

Every request must also be submitted within the applicable 15-day request window and approved by SAMATIFY before any product is returned.

For an approved eligible return related to a customer’s first SAMATIFY order, SAMATIFY will pay the return shipping cost and provide a prepaid return shipping label where a physical return is required.

For an approved eligible return related to a customer’s second or later order, the return may still be accepted under the same eligibility requirements. However, the customer is generally responsible for the return shipping cost unless SAMATIFY confirms otherwise.

The first-order benefit applies only to return shipping. It does not change the eligibility requirements, automatically guarantee a refund, or permit returns for reasons listed under Section 3: Non-Eligible Cases.

Please review Section 2: Eligible Cases and Section 3: Non-Eligible Cases below before submitting a request.

1. Return Request Window

You may request a return, refund, replacement, reshipment, or other after-sales support within 15 days of delivery.

Requests submitted after the 15-day period may not be eligible for review, except where additional rights are required under applicable consumer law.

Do not return any product without first contacting SAMATIFY and receiving return authorization.

2. Eligible Cases

SAMATIFY may review and approve requests in situations such as:

• The item arrived damaged.
• The item arrived defective or is not functioning properly.
• You received the wrong item, size, color, variant, or quantity.
• Part of your order was missing.
• The product is materially different from what was shown on the product page.
• The package appears lost or did not arrive within the supported delivery timeframe.
• The order is cancelled before shipment and cancellation remains possible.

Approval is not automatic. SAMATIFY may request supporting information and will determine the appropriate resolution based on the circumstances.

Some eligible cases, such as missing or undelivered products, may be resolved without requiring a physical return.

3. Non-Eligible Cases

SAMATIFY does not generally accept returns or refunds for:

• Change of mind, except where cancellation or return rights are required for UK customers under applicable UK consumer law.
• Dislike of the product’s style, color, or design.
• Ordering the wrong item, size, quantity, color, or variant by mistake.
• Incorrect or incomplete shipping information entered by the customer.
• Normal wear and tear.
• Damage caused after delivery through misuse, mishandling, modification, neglect, or improper care.
• Minor differences that do not materially affect normal use, including slight color variations, minor cosmetic marks, small packaging damage, or natural product variation.
• Delays or issues caused by customs, taxation, natural disasters, war, epidemics, carrier restrictions, logistics-policy changes, or other circumstances beyond reasonable control.
• Requests submitted outside the applicable request period.
• Products subject to specific hygiene, safety, personalization, fragility, food-related, or final-sale restrictions stated on the product page.

This section does not limit any mandatory consumer rights that cannot legally be excluded.

4. Return Authorization and Shipping Costs

Please do not send any product back without contacting SAMATIFY first.

If a physical return is approved, SAMATIFY will provide:

• The authorized return address.
• Return instructions.
• Any applicable documentation or shipping-label information.

For an approved eligible physical return related to a customer’s first SAMATIFY order, SAMATIFY will provide a prepaid return shipping label.

For an approved eligible physical return related to a customer’s second or later order, the customer is generally responsible for the return shipping cost unless SAMATIFY confirms otherwise.

Unauthorized returns, returns sent to an incorrect address, or cash-on-delivery returns may be refused and may not qualify for reimbursement.

5. Information Required for Review

To help us review your request, please provide:

• Your order number.
• A clear description of the issue.
• Clear photographs of the product.
• Photographs of the packaging and shipping label, where relevant.
• Video evidence where appropriate for functional, electrical, or defect-related claims.
• Any other information reasonably requested by SAMATIFY.

Without sufficient supporting information, SAMATIFY may be unable to complete the review or confirm the requested resolution.

Please keep the product, its original packaging, accessories, manuals, and included parts until the review is completed.

6. Damaged, Defective, Wrong, or Missing Items

If your item arrives damaged, defective, incorrect, or incomplete, please contact SAMATIFY within 15 days of delivery.

After reviewing the request, SAMATIFY may offer an appropriate resolution, including:

• A full refund.
• A partial refund.
• A replacement.
• A reshipment.
• An approved physical return.
• Another suitable resolution depending on the circumstances.

The appropriate resolution will be determined after reviewing the submitted evidence, product condition, order information, and availability.

7. Lost, Delayed, or Undelivered Packages

If your package appears lost, is delayed beyond the supported delivery timeframe, or does not arrive, please contact SAMATIFY.

We may first review:

• Carrier tracking information.
• Delivery scans.
• Shipping-address details.
• Courier or logistics-provider records.
• Any available delivery confirmation.

A package showing a completed delivery scan may require additional investigation before a refund, replacement, or reshipment is approved.

8. Order Cancellations

To request cancellation, contact SAMATIFY as soon as possible.

If the order has not been processed or shipped, we may be able to approve the cancellation.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible. In that case, any later request will be handled under the applicable return and refund terms.

9. Special Product Categories

Certain products may have stricter return limitations because of:

• Hygiene or personal-use considerations.
• Health or safety concerns.
• Food-contact use.
• Personalization or customization.
• Fragility.
• Sealed packaging.
• Final-sale status.
• Other product-specific conditions.

Where applicable, product-specific restrictions will be stated on the relevant product page.

Products returned in a used, altered, incomplete, damaged, contaminated, or materially diminished condition may be refused or may qualify only for a reduced refund where permitted by law.

10. Refund Processing

If a refund is approved, it will generally be issued to the original payment method.

SAMATIFY will process the approved refund after the relevant review is completed and, where a return is required, after the returned product has been received and inspected.

The time required for the refund to appear may vary depending on the customer’s bank, card issuer, or payment provider.

Original shipping charges, premium shipping upgrades, currency-conversion charges, foreign transaction fees, and similar third-party charges may not be refundable unless required by applicable law or expressly confirmed by SAMATIFY.

11. Contact Us

For return or refund assistance, contact support@samatify.com.

Please include your:

• Order number.
• Explanation of the issue.
• Clear photographs.
• Relevant videos.
• Packaging images, where applicable.

Providing complete information can help us review your request more efficiently.

12. Currency and Exchange Rates

All prices, payments, and approved refunds on SAMATIFY are processed in United States Dollars (USD).

If your bank, card issuer, or payment provider operates in another currency, such as GBP or CAD, it may convert the transaction into your local currency.

Any exchange rate, conversion difference, foreign transaction fee, or other bank or payment-provider charge is determined by the relevant financial institution and is outside SAMATIFY’s control.

Approved refunds are issued in USD to the original payment method. The amount ultimately received in another currency may differ from the amount originally converted because exchange rates can change and payment providers may apply their own fees.

13. Additional Rights for UK Customers

This section applies only to customers purchasing from the United Kingdom.

UK customers may have a statutory right to cancel certain eligible online purchases within 14 days after receiving the goods, without providing a reason. After informing SAMATIFY of the cancellation, the customer generally has a further 14 days to return the goods. These statutory rights apply separately from SAMATIFY’s 15-day first-order free-return-shipping offer.

For a UK statutory change-of-mind cancellation:

• The customer must notify SAMATIFY within the applicable statutory cancellation period.
• The customer is generally responsible for the return shipping cost unless SAMATIFY agrees otherwise or applicable law requires SAMATIFY to cover it.
• The product should be returned in a condition consistent with reasonable inspection.
• A deduction may be made where permitted by law if the product’s value has been reduced through handling beyond what would reasonably be allowed when examining it in a physical store.
• Certain products may be excluded from statutory cancellation rights, including personalized products, certain sealed hygiene-related goods after opening, perishable products, and other legally excluded categories.

Where UK law requires a refund following a valid statutory cancellation, SAMATIFY will process the refund in accordance with the applicable legal requirements, including any required refund of standard outbound delivery charges.

Nothing in this policy limits or excludes any mandatory rights available to UK customers under applicable consumer law.