Refunds & Returns Policy
Last updated: 24 August 2026
At Samatchi, customer satisfaction is important to us. If there is an issue with your order, please contact us and we will do our best to resolve it quickly and fairly.
1. Right of Withdrawal
If you are a consumer residing in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
The withdrawal period begins on the day you, or a person designated by you (other than the carrier), receives the goods.
To exercise your right of withdrawal, please contact us within the withdrawal period using the contact information provided on our website.
2. Food Products and Sealed Packaging
Samatchi products are food products supplied in sealed packaging.
For hygiene and food safety reasons, we cannot accept returns of products that have been opened, unsealed, or partially consumed, except where required by applicable consumer protection laws.
If you wish to return a product under your right of withdrawal, it must be:
- Unopened and unused
- In its original sealed packaging
- Returned in suitable condition for resale
3. Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible after delivery.
To help us assess the issue, we may ask you to provide:
- Your order number
- A description of the problem
- Photographs of the product and packaging
Depending on the circumstances, we may offer:
- A replacement product
- A full or partial refund
- Another appropriate solution in accordance with applicable law
Your statutory consumer rights are not affected by this policy.
4. Return Process
Before returning any product, please contact our customer support team.
If your return is approved, the product must be returned in its original condition and, where applicable, with the original sealed packaging intact.
Unless the return is due to a defective, damaged, or incorrect product, return shipping costs may be the responsibility of the customer where permitted by applicable law.
We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.
5. Refunds
Once we receive and inspect an eligible returned product, we will process your refund without undue delay.
Approved refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed.
Where permitted by law, we may delay reimbursement until we have received the returned goods or proof that the goods have been sent back.
6. Shipping Costs
If you validly exercise your statutory right of withdrawal, we will reimburse the standard shipping cost paid for the original order where required by applicable law.
Additional charges resulting from a premium or expedited delivery option selected by the customer may not be reimbursed.
7. Exchanges
Due to the nature of food products, we generally do not offer direct exchanges for opened products.
If you have received an incorrect, damaged, or defective item, please contact us and we will arrange an appropriate solution.
8. Promotional Offers and Subscription Orders
Special promotions, bundles, subscription products, and discounted offers may be subject to additional terms and conditions.
For subscription orders, cancellation of future deliveries does not automatically cancel or refund orders that have already been processed or dispatched.
9. Statutory Consumer Rights
Nothing in this policy limits or excludes any mandatory consumer rights available under applicable consumer protection laws.
If any provision of this policy conflicts with mandatory legal requirements, those legal requirements will prevail.
10. Contact Us
If you have any questions regarding returns, refunds, damaged products, or your order, please contact us:
SAMATCHI Support
Email: info@samatchi.com
Website: https://samatchi.com/
Please include your order number and any relevant photographs so that we can assist you as quickly as possible.