Right of withdrawal
We hope you like the goods! If you change your mind anyway, the return request must be filled in directly online within 30 days from the date of receipt of your order
The customer may withdraw from these conditions and therefore from the purchase agreement for any reason, without stating any justification and without incurring any penalty, within 30 working days from the date of receipt of the order
The goods must be returned intact, complete with all its parts and in its original packaging (envelopes and packages), kept and possibly used for the time strictly necessary to establish and verify its nature, characteristics and size, according to normal diligence, without any signs of wear or dirt, in compliance with the conditions set out below:
The right of withdrawal may apply to the purchased product in its entirety. for the return to be possible, the product must be intact and returned in its original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: labels, tags, seals, etc. ...).
We remind you that shipping costs (and customs charges, if any) for the return of the goods shall be borne exclusively by the Customer; the shipment, up to the certificate of receipt in the warehouse is under the full responsibility of the customer.
NOTE:
It is not possible to request an exchange or a refund of a customized product unless the goods are defective or do not comply with the order placed.
RETURN REQUEST
HOW TO OPEN A RETURN REQUEST IF YOU ARE A NON-REGISTERED USER (GUEST ORDER):
Complete the “CHECK YOUR ORDER STATUS” form found at this link, entering the order number and the email address you used to place it.
Click on the “Request a return” button.
Select the items you wish to return, choosing the reason for the return from the options provided.
Customer service will process the return request as soon as possible. As soon as your return request is accepted, we will send you a confirmation email with all the instructions on how to proceed with the return shipment. You will also receive updates on the status of your return both via email and in your reserved area on our website.
HOW TO OPEN A RETURN REQUEST IF YOU ARE A REGISTERED USER ON OUR WEBSITE:
On the user dashboard, go to the “MY ACCOUNT” section and then to the “ORDERS” and “RETURNS” area.
Enter the details of the order that includes the items you want to return and click on the “Request a return” button.
Select the items you wish to return, choosing the reason for the return from the options provided.
Customer service will process the return request as soon as possible. As soon as your return request has been accepted, we will send you a confirmation email containing all instructions on how to proceed with the return shipment. You will also receive updates on the status of your return both via email and in your reserved area on our website.
PRODUCTS RETURN
How do I return my items?
Print the return authorization email and insert it in the package along with the items to be returned
Send the parcel by courier to the address you received in the return authorization email. We remind you that shipping costs are at the customer's expenses, our Customer Care does not provide a return label
Keep your parcel's shipping receipt.
For all the US orders, the return shipping address is as follows:
Santoni c/o SDB/FDS
34 Engelhard Avenue
Avenel, NJ 07001
*As per customs regulations, the shipment of goods or documentation outside the EU is subject to declaration. This means that goods must be accompanied by a pro forma invoice. If you are returning an item from a non-EU country, please print out the pro forma invoice that we will send you by email and attach it to the outside of the box (please do not place it inside the box).
This will help us speed up your return’s customs clearance process. If you are returning an item from a non-EU country, please also inform us of the return tracking by sending an email to our Customer Care.
A pro forma invoice is mandatory for the following non-EU countries*: Andorra Armenia Azerbaijan Belarus Vatican City Georgia Iceland Liechtenstein Moldova Monaco Norway United Kingdom Russia San Marino Switzerland Ukraine; Asia, Africa, Australia, and South America.
PERSONALISED ITEMS
Customised items cannot be returned and their relative orders cannot be cancelled or modified once submitted.
REFUND
As soon as your return will be delivered to our warehouse, the Quality Control Department will carry out the appropriate checks. In case of a positive result, we will send you an email to confirm the return and refund timing.
The refund will be made within 30 (thirty) working days from the date the return is received at our warehouse, by means of a transfer of the amount charged. Santoni may suspend the refund until receipt of the returned product.
We remind you that the return will not be accepted if:
- the returned product and/or its accessories and/or its packaging are not intact;
- the product is missing its external packaging and/or its original internal packaging;
- the product is missing integral elements of the same and/or accessories (e.g. fasteners, laces, buckles, etc.).
Please also note that the technical time required to obtain a refund depends on the internal procedures of your credit institution.
RETURN OF A DEFECTIVE OR WRONG PRODUCT
In addition to the right of withdrawal, the law also entitles you to expect adequate product standards, or what is legally defined as ‘a product meeting its predetermined specifications’.
Santoni is committed to providing high-quality products and services. If, for any reason, you wish to submit a complaint (related to defects and/or non-conformity) concerning a product purchased online, when opening the online return request please select one of the following two reasons:
“The item does not match the photo/description”;
“The item received is damaged or is not the one that was ordered”.
Once you have sent your request, you will receive a confirmation email and you will be contacted directly by our customer service as soon as possible.
Please wait for a reply from our Customer Care before sending the items back, as they will provide you with all instructions on how to ship the product.
In the event of defect or non-conformity, Santoni will arrange the return of the product at its own expense.
For further assistance, please contact our Customer Care.
Last updated 11/06/2024
