Return and Refund Policy
This website is operated by On Ki Cosmetics Co Ltd under the brand name Satinaly.
1. Business & Contact Information
Operating Entity / Legal Company Name: On Ki Cosmetics Co Ltd
Brand Name: Satinaly
Registered Business Address: Houston Industrial Building, 32–40 Wang Lung Street, Tsuen Wan, Hong Kong
Customer Support Email: service@satinaly.com
2. Return Window
You may request a return within 30 days of delivery.
To qualify, items must be unused, unopened, and in their original packaging, accompanied by proof of purchase.
Returns sent without prior approval may not be accepted.
3. Non-Returnable Items
For safety, hygiene, and product integrity reasons, opened or used eyelash curlers, final-sale items, and gift cards cannot be returned unless they arrive defective or as required by applicable consumer law.
4. Damaged, Incorrect, or Missing Items
Please inspect your package promptly upon arrival.
If an item is damaged, defective, incorrect, or missing, please contact us right away at service@satinaly.com with your order number and clear photos of the product, packaging, and shipping label.
We will review the evidence and arrange a prompt replacement, refund, or other appropriate solution.
5. Return Shipping & Costs
Unless the item is defective, incorrect, or required otherwise by consumer law, the customer is responsible for return-shipping costs.
Please do not send your returns back directly to our business registration address in Hong Kong. Once approved, our team will provide the appropriate return warehouse address.
Original shipping charges are non-refundable. We strongly recommend using a trackable shipping service, as returned parcels remain your responsibility until safely received.
6. Refunds & Processing Timing
Once your returned item is received, inspected, and approved, approved refunds will be issued back to your original payment method within 5–10 business days.
Please allow standard processing time for your bank or payment provider to reflect the funds. Where permitted by law, we may deduct an amount for any loss in value caused by handling beyond what is necessary to inspect the item.
7. How to Get Help
Need assistance with a return? Email us at service@satinaly.com with your order number, the reason for your request, and any relevant photos.
Please note that nothing in this policy limits your statutory consumer rights under applicable law.