Returns & Refunds

Returns and Exchanges

Because chocolates, flowers, cakes, and personalized gifts are perishable or made to order, they cannot normally be returned or exchanged for a change of mind.

Damaged or Incorrect Orders

Customers should contact SATO within 24 hours of delivery with the order number, a description, and clear photographs. After review, SATO may provide a replacement, store credit, or refund.

Non-Perishable Items

Eligible unused non-perishable items may be returned within 7 days in their original unopened packaging. Return delivery costs are paid by the customer unless the item was incorrect or defective.

Cancellations

Standard orders may be cancelled within 2 hours if preparation has not started. Personalized, corporate, and event orders cannot be cancelled after design approval or production begins.

Refund Timing

Approved refunds are returned to the original payment method. Banks and payment providers may take 5–10 business days to display the credit.