We make it right — not complicated.At Setago, we strive to deliver high- quality products and excellent service. In the rare case something goes wrong, we’re committed to resolving the issue fairly — with a refund, store credit, or replacement when applicable.
We understand that international returns can be complex and costly.That's why we don’t require most items to be shipped back. However, in specific cases where we do request the item be returned, we’ll provide clear guidance and partial return shipping support.
Who is eligible for a return or refund?
You may request a return or refund within 30 days of receiving your order if:
- You received the wrong item or wrong variation (e.g. size, color)
- The product is damage during shipping
- There is a manufacturer defect or quality issue
We do not accept returns or issue refunds for:
- Change of mind or personal preference
- Size or fit dissatisfaction (please refer to the sizing guide before purchase)
- Products that have been used or damaged through misuse
Case-by-case resolutions
1. Wrong item received / Significant manufacturing defect
We handle these issues on a case-by-case basis. If you receive the wrong item, or the product has a major defect that makes it difficult or impossible to use. Resolution options may include:
- Partial refund (typically 30%–100% depending on severity)
- Store credit or discount voucher for a future purchase
- Full refund may be offered in exceptional cases
- We do not require you to return the item unless specifically requested.
2. Minor defects or cosmetic flawsIf the product functions correctly but contains cosmetic imperfections (such as a scratch, frayed stitching, slight misalignment, etc.). Resolution options:
- Partial refund (usually 10%–30%)
- Store credit for future purchases
- Return not required.
3. Shipping damage
If your item was damaged during shipment, please notify us within 3 days of delivery, including:
- Photos of the damaged packaging and product
- A photo of the shipping label clearly visible
We will assess the issue and offer:
- A replacement (if in stock)
- A partial or full refund
- Or a store credit
4. Change of mind / No longer want the item
We currently do not accept returns or issue refunds for orders due to a change of mind, personal preference, or ordering error. Please review your order carefully before checking out.
If a return is required. In rare cases where we require an item to be returned (e.g., for customs documentation, detailed inspection, or high-value replacements), we will:
- Issue a Return Authorization (RMA)
- Provide a prepaid return shipping label
- Guide you through packaging and documentation
Please note: A $6.99 fee will be deducted from your refund to cover the cost of return shipping for standard-sized and standard-weight items when using the prepaid return label we provide. This fee helps offset the high cost of international return logistics, while still keeping the process affordable and transparent. If your package exceeds standard dimensions or weight, additional charges may apply — and we will notify you in advance. We will begin processing your refund or credit after the return package has been received and inspected.
How to request a refund or credit. Please email support@setago.co and include:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
- Your preferred resolution (refund or store credit)
We aim to respond within 2 business days, and resolve most requests within 7–10 business days.
