Refund policy

Return & Refund Policy

30-Day Damaged, Defective or Incorrect Item Protection

If your Santola item arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us within 30 days of receiving your order.

To request assistance, please use the Contact Form on our website and provide:

Your order number or proof of purchase
A description of the issue
Clear photos or videos showing the problem, where applicable

Once the issue has been reviewed and approved, we will provide instructions regarding the appropriate resolution, which may include a replacement or refund.

Our 30-day protection applies to damaged, defective, incorrect, or misdescribed products. It is not an extended 30-day change-of-mind return policy.

This policy does not limit any statutory consumer rights that may apply to your purchase.

Change-of-Mind Returns – UK & European Union Customers

Customers purchasing online in the United Kingdom or European Union may have a statutory right to cancel their purchase within 14 days of receiving their order, without providing a reason.

You must notify us within this 14-day period using the Contact Form on our website before sending your return.

Once you have notified us of your cancellation, the item must be returned within the applicable statutory return period.

For change-of-mind returns:

The customer is responsible for all return shipping costs.
All returns must be sent to our designated return address in Canada.
We do not provide prepaid return labels for change-of-mind returns.
We strongly recommend using a tracked shipping service and retaining your proof of postage.
Items should only be handled as reasonably necessary to inspect their appearance, features, and functionality.

Where permitted by law, we reserve the right to reduce a refund if the value of the product has been diminished due to handling beyond what would reasonably be necessary to inspect the item.

This may include:

Signs of use or wear
Stains, marks, scratches, or damage
Strong odours
Pet hair
Missing straps, accessories, components, or promotional items
Alterations or modifications to the product

Where reasonably possible, returned products should include their original tags, accessories, and packaging.

Return Authorization

Please submit a return request using the Contact Form on our website before returning any product.

Once your request has been reviewed, we will provide instructions on where and how to send your return.

Items sent back without first requesting and receiving return instructions may not be accepted or may experience processing delays.

Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of returning the product to our designated return address in Canada.

Santola will cover reasonable return costs where required by applicable law when:

The product arrived damaged or defective
You received the incorrect item or variant
The product was materially different from what was ordered

Shipping delays caused by carriers, customs processing, customs clearance, or other circumstances outside Santola's reasonable control are not considered product defects.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, incorrect, or materially different from your order, please notify us as soon as possible using the Contact Form on our website.

Please provide your order number, a description of the issue, and clear photos or videos where applicable so our team can evaluate the claim.

If the issue is confirmed, we will provide the appropriate remedy in accordance with this policy and applicable consumer law.

Non-Returnable Items

We cannot accept returns for products that:

Have been damaged by the customer after delivery
Have been altered or modified
Are returned outside any applicable return or cancellation period

Gift cards are non-returnable except where required by law.

Sale or promotional items are subject to the same statutory consumer rights as full-price items.

Exchanges

We do not currently offer direct exchanges.

If you would like another colour or product, please follow the applicable return procedure and place a separate order for the new item.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds will be issued to your original payment method.

Refunds are normally processed within 10 business days of approval and, where statutory cancellation rights apply, within the timeframe required by applicable law.

Please remember that your bank or credit card provider may require additional time to process and post the refund to your account.

For eligible UK or EU cancellations, any refund of the original delivery charge will be limited to the cost of the least expensive standard delivery option offered, where required by law.

Order Cancellations

If you wish to cancel an order before it ships, submit a request using the Contact Form on our website as soon as possible.

We will make reasonable efforts to cancel orders that have not yet been processed or dispatched.

Once an order has been dispatched, we may no longer be able to intercept the shipment. Any applicable statutory cancellation rights remain unaffected.