Returns & Refunds

Refund and Returns Policy
Last updated: June 2026

At SAKANA Products, we take pride in the quality of everything we make. Because many of our products are custom-made to order, our returns policy distinguishes between standard products and personalised or custom-designed items. Please read this policy carefully before placing your order.

Standard Products (Non-Customised)
If you receive a standard (non-customised) product that is faulty, damaged in transit, or not as described, you are entitled to a full refund or replacement. To be eligible for a return, the item must be unused, in its original condition, and reported to us within 30 days of the delivery date.

To initiate a return, please contact us at info@sakanaproducts.com with your order
number, a description of the issue, and supporting photos where applicable. We will
respond within 2 business days with return instructions. Return shipping costs for faulty or incorrectly supplied items are covered by SAKANA Products. For change-of-mind returns on standard products, return shipping is at the customer's expense, and a restocking fee of 10% may apply.

Custom and Personalised Products
Products ordered through our Design Your Own customiser tool, or any product featuring a custom logo, design, or personalisation, are made to order specifically for you. As such, these items are non-refundable and non-returnable unless they arrive faulty, damaged, or materially different from what was confirmed at the time of order.

If your custom product arrives with a manufacturing defect or an error on our part (for
example, incorrect engraving or wrong colour), please contact us within 14 days of delivery with photos and your order number. We will remake and reship the item at no cost to you.

We strongly encourage customers to review all customisation details carefully before
submitting their order, as we begin production promptly after payment is confirmed.

Refund Process
Once your return is received and inspected, we will notify you by email of the outcome. Approved refunds are processed within 5–7 business days and returned to your original payment method. Please note that depending on your bank or card provider, it may take additional time for the funds to appear in your account.

Damaged or Lost in Transit 
If your order arrives damaged, please retain all original packaging and contact us immediately. We will work with our shipping carrier to resolve the issue and arrange a replacement or refund as appropriate. For orders that appear to be lost in transit, please allow the following timeframes before contacting us:

Destination          Standard Timeframe      Contact Us After
Australia              3–7 business days          14 business days
United States      10–20 business days       30 business days
Rest of World      14–28 business days       40 business days

Contact Us
For all returns, refund requests, or order enquiries, please contact us at:
Email: info@sakanaproducts.com
Website: sakanaproducts.com

We are committed to resolving any issues fairly and promptly.