Return Policy
Santino Online Store Returns Policy
Santino Online Store (www.santinoamerica.com) Returns Policy is effective on March 1, 2023. Any changes of the returns policy will be updated here.
We take our customer satisfaction as our top priority. If you are not completely satisfied with the products you purchased in Santino online store, please feel free to let us know and we will find a solution for you. If you choose to return unused merchandise with 30 days of the original shipped date, we will assist you on how to process. You can reach us by email ( cs@santinoamerica.com ) or call us by number (+1 332-215-9111) . Shipping and handling charges are not refundable unless the product is damaged during logistics or the incorrect product was shipped. Please allow us to process your return in 15 business days once we receive the returned product. The refund will show up in your credit card statement in 1 or 2 billing cycles.
In product graphic information on our website may differ from the actual product you receive, this is due to screen resolution, computer generated images or individual interpretation. We make every effort to ensure that the images on our website are accurate to represent our products. You can reach us first by email ( cs@santinoamerica.com ) or live chat if you have any questions and concerns regarding a product prior to purchase.
- Return Instructions
If you decide to return the product, you can start the return process in our online store.
You can either directly ship it back to our location ( return address: xxxxxxxxxx ) on your own shipping cost with tracking information or we will offer a pre-paid return label for your convenience.
Products must be returned in brand new, unused condition, with all hang tags, packaging intact and accessories. Refunds will be issued in the original form of payment used to purchase the item. The original shipping and handling charges will not be reimbursed.
Please also print the online order information and send with the returned product. If you can't locate your order number, or need assistance with the return process, please email us ( cs@santinoamerica.com ).
Please Note: If you buy merchandise from local retailers (not from our online store), please reach local retailers for returning first. If your problem cannot be solved well, we will provide assistance.
- Replacement Instructions
If you need a different size, color or product, please return your product(s) for a refund and place a new order for different product(s). We do not do direct replacement for different product(s).
If your product(s) is damaged during logistics, we will send a new replacement for same product(s). We will let you know whether the damaged product(s) need to be returned after we receive your report of the damaged product(s).
- Returning Damaged or Incorrect Item(s) Fulfilled
If you receive a product that is damaged or incorrect item(s) fulfilled by us, please contact our customer service ( cs@santinoamerica.com ) with a report of the situations and conditions of the product(s). Once the issue is confirmed, we will offer a pre-paid return label for your returning.
You can choose for a full refund including shipping and handling charges, or a replacement of the same product(s) with no additional charges on shipping and handling fee. Please allow 15 business days for the return and refund process.
Refunds will be issued in the original form of payment used to purchase the item.
The replacement process will take certain business days. If you need the product quickly, you can choose refund and place a new order.
- Item Lost Or Delivered But Not Received
The logistic courier may lose the package in transit unfortunately, although such case is very rare.
If your order tracking number shows that your package is “Lost in transit”, the loss is confirmed. We will initiate a refund and process a carrier claim.
If your order tracking number shows that your package was “Delivered” but you did not receive the package. Please ensure that you have taken the following steps prior to contacting customer service.
- Check your area nearby including house porch, garage, mailbox, office front desk, neighbor site.
- Check any person who may receive or sign on behalf of you.
- Check with your local USPS office, courier store (UPS office or FedEx office) or courier deliver person to see whether the package is still held on deliver vehicle.
If you are still unable to locate your package, then please contact us by email ( cs@santinoamerica.com ). We need 15 business days to contact courier company and file claims on this case before we can address a formal conclusion to you.