Return policy

Returns & exchanges

Effective Date: August 20, 2026

Return period

If you would like to return an eligible product, please contact us for return authorization within 20 calendar days of the delivery date.

Returns requested because the wrong product, configuration, or quantity was ordered are considered voluntary returns and are subject to the eligibility requirements and fees below.

Products suspected to be defective are handled separately under the applicable manufacturer warranty. Please see the Warranty Service & Repairs tab.

If SPS Online, LLC shipped an incorrect product or made another fulfillment error, please contact us promptly. We will arrange the appropriate correction at our expense.

Return eligibility

To qualify for a voluntary return, products must be:

• new and unused;
• unopened;
• in their original, unmarked manufacturer packaging; and
• complete with all original accessories, manuals, cables, warranty materials, static bags, inserts, and other contents.

Opening, installing, operating, configuring, modifying, or otherwise using a product makes it ineligible for a voluntary return.

The restriction on opened or used products does not affect an applicable manufacturer warranty for a defective product.

Certain products are not eligible for voluntary return, including custom products, custom media, opened or activated software, firmware, manuals, and any other products identified as non-returnable before purchase.

Additional product-specific restrictions are listed under Return Eligibility & Refunds.

Restocking and shipping costs

Eligible voluntary returns are subject to a minimum 20% restocking fee.

Original shipping and delivery costs incurred by SPS Online, LLC are non-refundable and will be deducted from the refund where applicable, including the actual outbound shipping cost of an order originally shipped under a free-shipping offer.

The customer is responsible for return shipping costs unless the return results directly from an error by SPS Online, LLC or applicable law requires otherwise.

How to request a return

Before returning any product, contact us at hello@satoprinterstore.com to request a Return Merchandise Authorization (RMA).

Returns sent without an authorized RMA may be refused and returned to the sender at the sender’s expense.

When an RMA is approved, we will email the RMA number and return instructions, including the correct return location.

Unless otherwise stated in the RMA instructions, the authorized return must be shipped within 10 business days after the RMA is issued. An expired RMA does not extend the original 20-day return-request period.

Please do not write, place shipping labels directly on, or otherwise mark the manufacturer’s original product packaging. Products should be placed inside an appropriate outer shipping carton.

Refunds

Returned products are inspected before a refund is approved.

If the return meets the requirements of this policy, the applicable refund, less any restocking fee, original shipping charges, return shipping charges, or other permitted deductions, will be issued to the original payment method.

Approved refunds will be initiated promptly following acceptance of the return and within any period required by applicable law. Your bank or card issuer may require additional time before the refund appears on your account.

If a returned product does not meet the requirements of this policy, we will notify you. The product may be returned to you at your expense or otherwise handled according to your written instructions and applicable law.

Exchanges, when approved, are handled subject to the same return-eligibility requirements and product availability.

Return eligibility & refunds

The following requirements apply to products returned for a voluntary refund or exchange.

Condition of returned products

All returned products must be new, unused, unopened, and complete.

Products must be returned in the original manufacturer packaging, including the original inner packaging and outer manufacturer carton, together with all manuals, cables, warranty cards, static bags, accessories, inserts, and other items originally supplied.

The manufacturer’s packaging must remain clean and unmarked.

The following are not considered new and unused and therefore cannot be returned for a voluntary refund:

• Parts that have been installed or used for repair, testing, or troubleshooting;
• Print engines that have been installed or bolted into an applicator chassis;
• Products that have been installed, operated, configured, modified, or otherwise used;
• Custom media;
• Opened or activated software;
• Firmware or manuals supplied separately where designated non-returnable;
• Special-order, custom-configured, NCNR, or other products identified as non-returnable before purchase.

Opening or using a product does not eliminate any applicable manufacturer warranty rights for a product that is defective.

RMA required

All voluntary returns require an authorized Return Merchandise Authorization (RMA) from SPS Online, LLC.

RMA requests must be submitted within 20 calendar days from the date of delivery by contacting hello@satoprinterstore.com.

Do not ship a product back until an RMA has been approved and return instructions have been provided.

The return destination may be SPS Online, LLC, SATO America, or another authorized return location depending on the product and circumstances.

Restocking fee

Unless the return results directly from an error by SPS Online, LLC, eligible voluntary returns are subject to a minimum 20% restocking fee.

Shipping charges

Customers are responsible for return freight and for any applicable taxes, duties, brokerage fees, insurance, or other transportation-related charges.

Original outbound shipping and delivery costs incurred by SPS Online, LLC are non-refundable and may be deducted from the refund, including actual outbound shipping costs incurred on orders originally shipped under a free-shipping offer.

If SPS Online, LLC shipped the wrong product or the return is otherwise directly caused by our fulfillment error, SPS Online, LLC will arrange or reimburse reasonable return transportation as appropriate.

Refused deliveries

A shipment refused without prior authorization for reasons unrelated to shipping damage or an error by SPS Online, LLC will be treated as a customer-requested return.

Such returns are subject to the applicable 20% restocking fee, as well as inbound and outbound freight charges incurred as a result of the refusal.

This provision does not apply where refusal is reasonably necessary because of visible shipping damage, an incorrect shipment, or where applicable law provides otherwise.

Inspection and refunds

All returns are subject to inspection.

If an item is returned opened, used, incomplete, damaged, altered, improperly packaged, or otherwise ineligible under this policy, the return may be rejected.

Approved refunds will be issued to the original payment method, less applicable fees and charges described in this policy.

Any exception approved by SPS Online, LLC must be confirmed in writing and applies only to the specific return for which the exception was granted.

SATO warranty service & repairs

SATO products are covered by the applicable SATO manufacturer warranty. Warranty coverage, duration, exclusions, and remedies are determined by SATO’s warranty terms for the applicable product.

SPS Online, LLC does not independently determine whether a product defect is covered by SATO’s warranty.

Before returning equipment for warranty service

All equipment sent to SATO America for warranty evaluation or repair requires a Service Request Number (SRN).

Please contact SATO America Technical Support at 704-644-1660 before sending equipment for warranty evaluation or repair.

Do not send equipment to SATO America without first obtaining the required authorization and return instructions.

Information required for warranty evaluation

Printers and printheads returned for warranty evaluation should include:

• proof of purchase;
• printed label samples illustrating the reported problem, where applicable; and
• the current printhead mileage record, where applicable.

Subassemblies, parts, electronic assemblies, and printheads returned for warranty evaluation must include the serial number of the printer from which they were removed.

Warranty evaluation

SATO America will evaluate the returned product and determine whether the reported condition is covered under the applicable SATO warranty.

Products found to be problem-free may be subject to SATO’s current No Problem Found fee, which is presently $100.

Products determined by SATO to be covered under warranty will be repaired or replaced in accordance with the applicable SATO warranty terms.

If SATO rejects a warranty claim, SATO will provide the applicable disposition options. At the customer’s written direction, a rejected product may be returned or otherwise disposed of in accordance with SATO’s procedures.

If a replacement product is purchased before SATO completes its warranty evaluation, a credit may be available if SATO subsequently determines that the returned item was defective and covered under its warranty. Any such credit is subject to SATO’s applicable policies and approval.

Warranty shipping costs

Products sent to SATO America for warranty evaluation must be shipped freight prepaid.

The customer is responsible for inbound freight, duties, taxes, brokerage fees, and other applicable customs-related charges.

Products repaired or replaced under the SATO warranty are currently returned freight prepaid by SATO in accordance with SATO’s applicable warranty and return policies.

Warranty status

For the status of a SATO warranty repair or return, contact:

Email: rmaupdates.sal@sato-global.com
Phone: 704-644-1650

SATO may update its warranty service procedures, contact information, and applicable service fees from time to time. Warranty coverage is governed by the SATO warranty applicable to your product.