Refund policy

30-day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Return and Refund Conditions

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. All contents from the original packaging must be included in the return, any missing items will delay the refund process. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@santostock.com.

For Change of Mind

If you change your mind about a purchase, please note that we do not refund the original shipping cost. You will also be responsible for the return postage. If the return is due to a product issue or our error, we will cover the return costs and issue a full refund.

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) and hazardous materials. 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.

Refund/Return Process

To initiate a return, please email us at info@santostock.com

If your return is accepted, we’ll provide you with detailed instructions on how and where to send your package. Please note that customers may be responsible for return shipping costs, except in cases where the product is determined to be faulty upon receipt, in which case we will cover the return shipping expenses. Please ensure that items are returned according to our instructions, as items sent back without prior authorization may not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

You can always contact us for any return question at info@santostock.com

Follow these steps to complete a refund or return:

Submit a return request: Once your return is accepted, you will receive the return address to which you should send your package.
Label your package: Clearly label your return package with the provided address. Ensure to include your original order number and your full name on the package.
Send your item: Post your item to the provided address and email us the return tracking number.
Inspection and notification: We will notify you once we receive and inspect your return. Return items must be in 'as-new' condition, complete with original packaging and labels.
Refund/replacement process: If your return is approved, you will be eligible to receive a replacement item or refund on your original payment method.

Please follow this process to ensure a smooth return and refund experience.

Late or Missing Refunds

Once your refund request is approved, we process refunds promptly, transferring the funds from our account immediately. If you haven't received your refund yet, please follow these steps:

Check your bank account again.
Contact your credit card company; it may take some time for the refund to be officially posted.
Contact your bank, as there is often processing time involved before a refund is posted. Some credit card companies may take up to 30 days to reflect the refund on your card.

If you've completed these steps and still haven't received your refund, please reach out to us at info@santostock.com

For orders placed on Amazon:

If you have purchased one of our products from our Amazon Channel and wish to process a refund or return, please return it to your Amazon account and process a return per standard Amazon procedure. For more information, visit the Amazon Returns Homepage.

For Further Inquiries

If you have further questions, please contact our customer service via:

Live-chat on our website
Email: info@santostock.com

Business Hours

Monday-Sunday: Expect a response within 12-24 hours of your inquiry.

Public Holiday: Closed