Refund policy
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@saccater.com. Please note that the return address specified may be different from the address from which the package was sent.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Shipping costs are non-refundable. If an order is refunded and your order qualified for free shipping, we'll deduct the shipping cost from your refund. You can always contact us for any return question at hello@saccater.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
In some certain situations, you may need to bear the shipping costs for returns. Please be sure to contact us and confirm whether it is necessary to bear the shipping costs before returning the item.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@saccater.com.
Warranty Policy
Warranty Coverage
At Saccater, we are committed to the quality of our branded products and accessories (such as earplugs, carry cases, mute components, and links). If any defects in materials or workmanship occur during normal use within two (2) years from the original retail purchase date ("Warranty Period"), we've got you covered. Normal use is defined in our technical specifications, user manuals, and service guidelines.
Please note: The warranty covers only the main components. Consumable parts, such as ear tips, are not included in the warranty coverage. We recommend replacing the ear tips regularly based on usage, and at least once every three months, to ensure consistent and effective hearing protection.
- Non-Saccater branded products, even when sold alongside Saccater items.
- Damage caused by misuse, failure to follow instructions, or external factors such as accidents, abuse, fire, or other external causes.
- Consumable parts like protective coatings that naturally wear out over time (unless the wear is due to a defect).
- Cosmetic damage, such as scratches, dents, or broken plastic, not caused by defects.
- Damage from third-party components not meeting Saccater specifications.
- Products that have been modified without Saccater’s written approval.
- Normal aging or wear and tear of the product.
Lifetime Warranty
Unless explicitly stated at the time of purchase or granted through an official Saccater VIP Membership, products are subject only to the standard two-year warranty and are not covered under the Lifetime Warranty service. For qualifying products or VIP members, we extend coverage for manufacturing defects in materials and workmanship for the product's lifespan for the original owner. If a defect arises, we will repair or replace the product at our discretion, excluding items covered under Warranty Exclusions.
The Lifetime Warranty remains subject to the terms outlined above. It does not cover natural wear and tear or damage resulting from misuse, and should not be interpreted as a promise of free repairs or replacements in all cases. In certain situations, fees may apply—such as shipping costs or charges for replacing worn components. Any such costs will be communicated and handled in consultation with the customer.
- Repair the product using new or refurbished parts.
- Replace it with the same or a comparable model.
- Provide a refund for the original purchase price.
- Mail-in Service: If eligible, we’ll provide prepaid shipping labels and detailed packaging instructions.
- DIY Parts Service: In some cases, we may supply parts and instructions for self-repair. Credit card authorization may be required, and timely return of unused parts is necessary to avoid additional charges.