Money back
Refund policy: 30 days, plainly
Our refund policy is built around a 30-day money-back guarantee on every pack. It also covers two situations that are not your fault: a parcel held by customs and a box that arrives damaged. Here's how each one works and what to send us.
The short answer
Ask within 30 days of receiving your order and you get your money back. If customs holds your parcel you're refunded, and if a box arrives damaged we put it right. Email [email protected] with your order number.
- 30-day money back
- Customs hold = refund
- Damaged box help
The guarantee
30-day money-back guarantee
Whichever pack you choose, one box or ten, you are covered by a 30-day money-back guarantee. Not happy? Send us an email within 30 days of the day your parcel arrives, asking for your money back. Returns cost you nothing: if we need the box back, we pay the return postage. You don't need to give a long reason; one line on what went wrong helps us improve.
Because Satiovex (Xinop LLC, New Mexico) took your payment, the refund is issued by Satiovex too, and it appears under that name.
How to ask for a refund
Four steps, all by email.
- 1/4
Find your order number
It's in the confirmation email from Satiovex, which lists Honey-Shilajit Sachets.
- 2/4
Email us
Write to [email protected] from the address you ordered with, with your order number in the subject.
- 3/4
Tell us what happened
One or two lines is enough. For damage, attach a photo of the box and the batch number.
- 4/4
Get our reply
We confirm the refund and tell you if we need anything else from you.
Customs
If customs holds your parcel
Parcels travel by express courier and can be inspected by customs. If customs holds your parcel and it isn't released to you, we refund your order. Send us your order number when tracking shows the hold; you don't have to deal with customs yourself.
Damage
Damaged or broken sachets
Courier knocks happen. If a sachet has split or a box looks opened, set it aside unused, photograph it next to the shipping label, and email the picture with your order number. We'll replace or refund it.
Lost parcels
If tracking stalls or shows delivered
US delivery usually takes 6–10 working days. If tracking hasn't moved for several days, or shows delivered but nothing arrived, check with neighbors and your building's mailroom first, then email us with your order number. We'll open a trace with the courier and keep you posted until it's settled.
Changing your mind early
Cancelling before dispatch
Boxes usually leave within 24 hours, so speed matters. Email us as soon as you decide, and we'll try to stop the order before it ships. If it has already left, nothing is lost: the 30-day money-back guarantee still applies once it arrives.
Payment
How the money comes back
Refunds go back through the Shopify checkout to the payment method you used. Once we've issued a refund, your bank or card provider may take a few working days to show it on your statement.
Before you order
Things that help
Check your delivery address at checkout, since a parcel can't be redirected once it's with the courier. If you aren't sure the product is right for you, read our safety page or the FAQ first, or email us with your question.
The fine print
Where this refund policy fits
This refund policy is part of our terms of service. It doesn't limit any rights you have under consumer law. How we handle your data during a refund is covered by our privacy policy. For anything else, use the contact page.