Last Updated: June 2026

At SATL, we engineer high-performance apparel for professionals who demand excellence. If your garment doesn’t fit perfectly or meet your expectations, we want to make it right.

1. The Policy Window

We accept return and exchange requests within 7 days from the date your package was successfully delivered to your doorstep. Requests made after this 7-day window will not be eligible for processing.

2. Condition Guidelines for Eligible Items

To qualify for a refund or an exchange, all items must be returned to us in their original, showroom condition:

• Unworn & Unwashed: Items must be completely free of signs of wear, makeup stains, deodorant marks, perfume scents, or animal hair.
• Original Packaging: Items must be neatly folded in their original, undamaged packaging with all SATL and SATL Kare tags still securely attached.
• Items Sold as a Set: If you purchased a full uniform tier via our Set Builder screen (Minimalist, Essential, or Executive), both the top and the bottom must be returned together to process a full refund.

3. Non-Returnable & Final Sale Items

We cannot accept returns or exchanges on the following items under any circumstances:

• Customized & Embroidered Items: Any garments personalized with custom name tags, hospital/clinic logos, or specialized embroidery enter production immediately and cannot be returned, exchanged, or canceled unless there is a clear manufacturing or spelling error on our part.
• Clearance / Flash Sale Items: Any products explicitly marked as "Final Sale" or purchased during a warehouse clearance event.

4. How Our Exchange Process Works (Free First Exchange)

We know that getting the right fit in medical scrubs is crucial. To make this worry-free for you:

• Your First Exchange is 100% Free: SATL will cover the courier pickup and redelivery costs for your first size exchange within the UAE.
• Subsequent Exchanges: If you need to exchange the same order a second time, a flat logistics fee of 25 AED will apply to cover courier scheduling.
• How to Initiate: Message our customer care team directly on WhatsApp at [Insert Number] or email us at [Insert Email] with your Order Number and the new size you require.

5. How Our Return & Refund Process Works

If you prefer a refund over an exchange:

• Return Logistics: A flat return shipping fee of 15 AED will be deducted from your final refund amount to cover return courier dispatch.
• Refund Method: Approved refunds are processed back to the original payment method (Credit/Debit Card) used during checkout.
• Timeline: Once our warehouse team inspects and approves the returned items, please allow 7 to 10 business days for the credit to reflect in your bank account, depending on your financial institution's processing cycles. Cash on Delivery (COD) orders (if applicable) will be refunded via store credit vouchers only.

6. Damaged or Defective Items

Every SATL garment undergoes a strict quality control assessment. In the rare event that you receive an item with a manufacturing defect (e.g., a broken zipper, structural fabric flaw, or incorrect custom embroidery):

• Contact us within 48 hours of delivery.
• Provide clear photos of the defect along with your order details.
• We will fast-track a brand-new replacement to you completely Free of Charge, or issue a 100% full refund including all original shipping fees.