Refund policy

Please note Santos cannot accept returns due to change of mind. 

If you are uncertain of a product size or purpose please contact us prior to ordering.

All returns for non faulty items or change of mind are at Santos discretion.

Please note any merchant or payment gateway fees incurred by Santos on the initial transaction will be deducted  from all refunds for non faulty returns or change of mind / order cancellation.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@santosimports.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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

All return freight for non faulty items are at the customers expense.

Items delivered with the free shipping option may have any freight charges incurred by Santos deducted from the refund.

Restocking Fees May Apply

If an order is cancelled prior to delivery any merchant fees incurred by Santos may be deducted from the 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. Photo evidence of all breakages must be provided in order for a refund/replacement to be processed. Santos reserves the right to offer refund instead of replacement or vice versa, this is decided on a case by case basis.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note any merchant or payment gateway fees incurred by Santos on the initial transaction will be deducted  from all refunds for non faulty returns or change of mind / order cancellation. Refunds will be processed within 7 business from receipt of goods into our warehouse. Depending on the payment method  to 14 days to appear into your account.