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 14 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 14 (fourteen) 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):

Go to the Online Returns area via the link and insert your order’s details.

You will immediately receive an email confirming submission of your return request with the related RMA number.

HOW TO OPEN A RETURN REQUEST IF YOU HAVE AN ACCOUNT ON OUR WEBSITE:

On the user dashboard, go to the MY ACCOUNT section and then to the ORDERS and RETURNS area Select “Online Returns” and insert your order’s details.

You will immediately receive an email confirming submission of your return request with the related RMA number.

Once the return request has been completed, within 1-2 working days you will receive an email confirmation and authorisation from our Customer Care team, providing you with instructions on how to return the goods.

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 parcels from EU, the shipping address is as follows:

Santoni c/o Snatt Logistica Spa Mag. L,

via San Biagio, 65/6742024 Castelnovo Sotto (RE) Italia

For packages sent from outside the European Union, the shipping address is as follows:

Santoni c/o Snatt Logistica Spa

Via Kennedy 12/B

42040 Campegine (RE)

Italia

* In accordance with customs regulations, the shipment of goods or documents outside the EU is subject to a declaration. This means that the goods must be accompanied by a pro forma invoice

The pro forma invoice must be correctly filled in and attached outside the box (please never put it inside the box)

If you print the pro forma invoice from our website, this will help us accelerate customs clearance process for your return

We kindly invite you also to communicate your return tracking number by sending an email to our Customer Care if you return an item from a non-EU country.

Pro forma 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.

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 shall be made within 14 (fourteen) days of the withdrawal, by means of a transfer of the amount charged, using the same means of payment as that used by the customer for the initial transaction, unless otherwise agreed. 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 for faulty or incorrect product

In addition to the right of withdrawal, by law you are entitled to an appropriate product, or what in legal terms is defined as "a product that complies with the agreement"

Santoni is committed to provide high quality products and services. If, for any reason, you have a complaint about a product purchased online (in case of defective and/or non-conformity), please contact our Customer Care.

Please provide all the necessary information, including, the related order number and pictures with the labels of the product that you received.

Before sending the goods back we kindly ask you to wait for a reply from our Customer Care that will deal with your claim as soon as possible.

In the event of a defective or non-conforming product, Santoni will organize a pick up for the product at its own expense.

Last updated 09/06/2022